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]

This is becoming, sorry, HAS become an absolute joke.

I got a new phone yesterday so unpaired the charge 3 from my old phone, and tried pairing it to my new one. I was dreading it as I knew it would be a saga - and it was.

Now, I’ve just got back from the gym and it won’t sync - just says “looking”

I appreciate the troubleshooting tip of turning Bluetooth off and on again, and unpairing and repairing the device, however, I don’t feel this is an acceptable solution for what has now become the long term.

Please sort things out Fitbit.

When your devices work as they should they are amazing however these issues are beyond frustrating

[markwnz]

I'm experiencing this problem. My device has not synced since December 20th, and updates are not completing successfully. Support team - please reach out.

[MarcoGFitbit]

Hello everyone, I hope you're doing well. 

I appreciate you have provided your updated and your feedback about this situation. Please note we experienced some short outages this week preventing some user from syncing, setting up their devices or log in to their accounts, nevertheless, these have already been resolved. 

Now, if you haven't updated the Fitbit app, please do as we have recentely released version 2.85. If you're still having trouble syncing or setting up your device please reply to me with the following:

• iPhone model you're using, 
• OS version running on your phone
• App version installed on your phone (go to Account > Help to get it) 
• If you're unable to sync, Device version (tap on your device's picture in the Dashboard to get it)

This infomation will be very helpful for me to assist you further. Finally, please note that this thread and board are dedicated to iOS devices only. If you have an Android phone, please refer to the Android board, where you can get more dedicated information about this OS. Thanks for keeping our boards organized. 

Thanks for your patience and understanding, we'll be waiting to hear from you.

[Boodah]

Update: Yesterday I did the whole production again to sync, update and pair my device, multiple times. I restarted my Fitbit device and my phone, uninstalled and reinstalled the app, turn bluetooth on and off, the whole 9 yards, still won't sync, update or set up my device. I finally called customer support, she asked me some questions, I told her what I did, then connected me to tech support. The tech support person told me to check my bluetooth connection,  and told me that my device was already paired. I said no, I don't see Fitbit in there, that I unpaired it yesterday. She said on her end , she saw it as paired. She asked me to restart the device , after that opened my app, and it was working! It synced! And I was able to update the app, too. I don't know what she did but here's hoping that it will continue to work!!!

[Kaisercat]

Yes a simple shutting down and restarting device often fixes things. Occasionally I have to do this. Good job !

Sent from my iPad

[Boodah]

But if you read my post, I did exactly the same things multiple times, but failed to sync. Only when I called customer support that it worked.

[ajadan51]

IPhone 8
iOS 12.1.2 (up to date)
Fitbit 2.85 (809)
Charge 3 Version 20001.49.45

I am able to sync, but it does not always get all notifications, messages, calendar changes and stay synced for long, so I have to go through all of the steps posted on this forum quite often. The weather feature does not always work and often it says “sync with phone”, even though I have recently synced. I don’t have “all day sync” on but do it manually frequently. Also, even though I have manually synced, the device usually says “sleep not tracked” although on occasion it does show last nights sleep hours.

Syncing has not been my major problem it’s the unreliability of the device and the ongoing frustration with the Charge 3 that has turned me from a Fitbit fan to a Fitbit detractor. My original Fitbit One was great, although it is apples and oranges comparing it to the Charge 3. However, my wife’s Alta HR is very reliable and hassle free. That is what I expected when I bought the Charge 3 last Fall.

What are you guys doing to regain your customers’ trust? Are you going to make this right?

Sent from my iPad

[MarcoGFitbit]

Hello @ajadan51, @Boodah and @Kaisercat, I hope you're doing well, thanks for coming back. 

@Boodah, I appreciate you have let us know that after contacting our Support Team your issue was resolved, I'm very glad. Thanks for letting us know.

@ajadan51, thanks for taking the time to reply with the information requested and for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping. 

[Lotjhe]

Hi! I have an iPhone 7 and I have troubles with my charge 3 since the 26st of December. 

- IOS 12.1.2 

- app version 2.85

- device version 20001.44.33

When I open the Fitbit app, my charge 3 won’t sync. When I close the app and open it again, I can suddenly see everything on my dashboard of that day, but it won’t save anything. At the top of my dashboard I keep seeing the symbol of my battery running low, while the battery isn’t low. There is an update for my device, but that won’t work. I already tried all the tips in this forum, but nothing works. It’s really frustrating! I hope someone can help me. Thanks! 

[MarcoGFitbit]

Hello @Lotjhe, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know you've already tried the troubleshooting steps provided on this thread. If your Charge 3 has a pending firmware update, my best recommendation is to set up your tracker as a new device, this will reset the connection between the phone and the tracker and will force the update to start. Note that none of the information already stored in your account will be deleted when you set up your tracker again. 

To set up your Charge 3 as a new device:

1. Do not remove the tracker from the account. 
2. 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.
3. 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"
4. Choose your tracker and follow the onscreen instructions to continue
5. When the app asks you to replace your current tracker, please replace it and continue with the process.
6. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

After that, set up WiFi on your Charge 3 following the steps on this article: How do I connect my Fitbit watch to Wi-Fi?. and proceed with the firmware update. 

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

[8113sally]

i have no updates pending. I did do an update about 2 months ago and have
not been notified of any new ones. As I have said in past posts, I have
had much fewer synch problems ( still occ. have a disconnect, though) since
I don't expose the FB3 to water. I don'wear it in the shower or while
doing dishes. I really think the waterproof claim is where much of the
problem lies.

[rahillebrand]

I got my charge 3 for Christmas and it worked fine until this Monday 01/14/2019. It won't sync or track my sleep. Before than everything was fine. Tried restarting fit it and the fitbit app. I have h HTC desire and a fire amazon tablet. Would do an update of the app but can't find instructions to do this. At this point I want my charge 2 back but I sold it. 

[Jandarfish]

I have never used mine near water but today it won’t sync 😞

[MarcoGFitbit]

Hello @rahillebrand, thanks for joining the Fitbit Community, it's great to have you on board. It's nice to see you too @Jandarfish and @8113sally, I hope you're doing well. 

I appreciate your participation in the Forums and for sharing your experience with us. If you're still having trouble syncing your Charge 3, I would like to suggest you the following:

• Make sure the latest version of the Fitbit app is installed on your phone.
• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process
• Check that your Fitbit device's battery isn't critically low.

If your device still won't sync, try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone. 
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it. 
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

@8113sally, I would like to suggest you to check our list of compatible devices to check that your phone is compatible. Please note that this thread and board are dedicated to iOS devices only. If you have an Android phone, please refer to the Android board, where you can get more dedicated information about this OS. Thanks for keeping our boards organized. 

[charlottecd98]

I have done this multiple times and my phone (iphone 😎 says its connected via bluetooth but the app displays the sync 4 digit code and just says 'connecting to fitbit'. If I close the app the watch displays a circle with a cross in the middle- what do I do?

[Lotjhe]

What helped for me was installing the app on another device (my boyfriends phone) and then I logged in with my account. Suddenly my Fitbit would connect to my account through his phone! (took a while) when I opened the app again on my phone, my charge 3 was back and I could sync again and do the update 

[Boodah]

Well...that didn't last. I synced my fitbit 2 days ago (I don't turn the bluetooth on all the time, because of the pain on my left wrist, but that's another problem, on another post for Blaze). It would not sync, so i had to restart the fitbit charge , 2x, then it synced. Today, I tried syncing it again, had to turn on and off bluetooth 3x, and it says tracker not found. Restarted the fitbit and after 2 attempts, it finally synced. This is just getting better and better! Why do we have to jump through the hoops just to sync this device? This is just exasperating. 

[Sean-Camer]

My less than a week old Fitbit Charge 3 won't even sync to my dashboard now either !

UPDATE:

Just removed the Bluetooth connection by telling my phone to "forget this device" then re-paired them. Seems to be working again and dashboard updated too. Lost my confidence in the watch though to be honest. 

[MarcoGFitbit]

Hello @charlottecd98, I hope you're doing well, it's nice to have you on board. I hope you're doing well @Lotjhe, @Sean-Camer and @Boodah. 

@Lotjhe and @Sean-Camer, I appreciate you have come backand let us know your issue has now been resolved. 

@charlottecd98, please note that if your device appears as paired to the Bluetooth settings on your phone, that might be preventing the tracker from setting up again. Please remove it from this list and try to set it up again. 

@Boodah, I appreciate you have shared your experience, I'll make sure to forward it to our team along with the information you've provided. Once we have more to share with you, we'll make sure to update this thread accordingly. 

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

[hanskarstens]

My charge 3 cant find blue tooth on my laptop