FitBit Charge 3 wont sync or update.

[1664Fireman]

My Charge 3 stopped tracking sleep, syncing. Won’t recgnize Bluetooth after working fine for one week. I have reset everything and now it won’t see the charge even though all other Bluetooth devices work with my phone (iPhoneXS). Attempted to call customer service but can’t seem to get past the login because none of their associates can speak English well enough to input my email address. This is ridiculous. I pre-ordered this device and it has been a bust so far!! It fails to track my sleep for the past 3 nights and won’t aync at all!! 

Moderator Edit: Format + Word Choice

[feebow21]

Hi

I am so upset and frustrated.

I have had my charge 3 about 3 months now. I have been trying to install the latest update for the device for the last hour and failing.

i have tried every trouble shooting option I can find and now I can’t even get my device to pair up with my phone.

I have tried

1) rebooting the fitbit

2) removing the device from the app and my phone

3) turning Bluetooth off & back on

4) turning WiFi off & back on

5) restarting phone 

6) deleting and reinstalling the app 

7) clearing all data from the device

You may see from my account that I have had a fitbit for a number of years and I always experience problems, I honestly don’t know why I continue to bring my business to you.

Im really disappointed.

I would love it if you couldn’t help, but please please please don’t ask me to try any of the above as I have tried them all several times and all I get Ian a circled cross on my device and I cannot even pair it up to the app - feels like a waste of £130 

[ajadan51]

I couldn’t agree more.   Rare is the week that I don’t lose my sync.  I Have tried updating the app, deleting and reloading app, unpairing it from my iPhone 8 and pairing it again.  Deleting my Charge 3 from the Fitbit app and reinstalling it again.  About the only thing I haven’t done is running it over with my car! (Which would put it and me out of this misery).  The Charge 3 is pure junk, one of the worst pieces of technology I’ve ever owned. My old Fitbit One was like a tank it always worked until the day it stopped working from unintentional trips to the washer and dryer in my jeans.  Fitbit recently sent an update and I was hopeful it would fix the problem - - I think it’s worse now.  Fitbit you need to own this, your loyal customers will soon be running away!!!

[maiefly]

I’ve tried literally everything aside from creating a new Fitbit profile on the app but nothing is working. I’ve been trying for a few days now but my charge 3 will not sync with my phone. 

[Blueviolin]

I agree, it's like Russian Roulette every time I sync it, sometimes it
works and sometimes I have to turn everything off, restart my phone, re
boot everything and hope. It should not be this hard. I waited till this
was released to get it and now I wonder if I should have gone with another
company. They should be working hard to fix this issue as I can't recommend
it to anyone.

[Kaisercat]

Is your WiFi router on?

Sent from my iPad

[Blueviolin]

I had this issue as well when I tried to install the update. It took me
three tried and about 3 hours and I had to sit with my phone and make sure
the screen stayed on or the update would stop and have to start over again.
Was not happy that it did not fix the sync issue.

[Blueviolin]

I am not having a problem with it today ....but wait a few days and it will
have a problem again. Nothing to do with my internet , it is the device.

[8113sally]

Not only am I NOT recommending it, I'm telling everyone I see at the gym to
run to any other tracker. I'm a physical therapist and have a big forum!
Fitbit used to have a decent reputation for customer support but they have
been noticeably silent on this product. The obvious steps they offer are
anemic, ineffective, and actually quite insulting to anyone who has been on
Earth for more than 10 minutes. They should be scrambling to provide a
fix,a better replacement, and/or a refund with an inconvenience bonus.

[BV510]

I had a charge for the longest time and loved it. My mom got one as well. She was thinking about getting a charge 3 but I talked her out of it because of all the syncing problems I've been having.

[Jandarfish]

Well day 2 with my charge 3 and it won’t pair with my iPhone 6, even tho yesterday it worked great. So it counts my steps, but no heart rate, no phone or text notifications. Really? I have done all troubleshooting options and what now? Does anyone have a solution? Should I return it for a different model? Which one is best?

[maiefly]

I just want to know if I can’t ever get my charge 3 to sync, will I be refunded because this is ridiculous.. 

[darnchr02]

I've done all of this and still having issues. My charge 3 is brand new out of the box. 

[ajadan51]

Yup

Sent from my iPhone

[Jandarfish]

Same - mine worked great for 24 hrs, on day 2 wouldn’t sync. Notifications and all day indicators just keep spinning.

[MarcoGFitbit]

Hello everyone, I hope you're doing well. 

I appreciate your participation in the Forums and for reporting this situation to us. Our team is already aware of the issues with the Charge 3 and are working towards a resolution. In the meantime, if you're still having trouble syncing or updating your tracker, please try to set it up as a new device in case you haven't done it yet. Don't worry, none of the information already synced to your account will be deleted. 

To set up your Charge 3 as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.
5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

I hope this can be helpful. Once we have more to share about the state of this situation, we'll make sure to post it here in the official Forums. 

Thanks for your patience and understanding, I hope you have a great day.

[Jandarfish]

Thank you so much for your response – I will try all those steps and be patient 🙂

Get Outlook for iOS

[Willowy03]

This was some of the most frustrating advise. I couldn't get to sync tried all the other tricks so I tried this advise and it wont set up my tracker now at all. Just stays on the connecting screen. I know it can pair because it finds my tracker and gives me the number of my Fitbit to start setup but then just stays on connecting  and won't go any further with setup. I am pretty upset that such a major issue is occurring with such an expensive brand new tracker 

[Kaisercat]

Expensive?

Sent from my iPad

[ajadan51]

Been there done that. Didn’t fix the problem. None of the suggestions to date have. I hope the Fitbit team is doing more than being “already aware of the issues with the Charge 3 and are working towards a resolution”.

You have a problem with the Fitbit 3 which is irritating a lot of your customers and your reputation is in the line. Fitbit needs to get this issue fixed NOW.

Sent from my iPhone

[MarcoGFitbit]

Hello everyone, I hope you're doing well. 

Thanks for taking the time to let us know you've tried the troubleshooting steps provided earlier. I appreciate you have provided your feedback and voiced your opinion about this situation. If you're still having trouble setting up your Charge 3 to your account, I would like to suggest you the following:

• Note that you can't set up your Fitbit device from your phone or tablet's Bluetooth screen; you must open the Fitbit app and follow the on-screen instructions.
• The software on your phone or tablet is up to date. To see if an update is waiting to be installed:
  • iOS—Tap Settings > General > Software Update.
• The Bluetooth setting on your phone or tablet is on. To find it:
  • iOS—Tap Settings > Bluetooth.
• Make sure Power Saving Mode or Do Not Disturb mode is turned off on your phone. 
• Make sure there are no other Bluetooth devices around while you're trying to set up your device. 
• Make sure you have a strong WiFi or cellular connection while setting up your device. 

If you get stuck during the set up process after entering the 4-digit code, please force-quit the app and start the setup process again. If this doesn't work, force-quit the app again, restart your Charge 3 and leave it plugged in and charging, make sure the tracker's battery is above 50% before trying to set it up. After that, follow the instructions on my previous post to set up your device again. 

I hope this can be helpful, if there's anything else we can do for you, please feel free to reply.