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

[MarcoGFitbit]

Hello @Terriwerk thanks for joining the conversation, welcome to the Fitbit Community. 

First of all, I would like to apologize for the delay in the response. I appreciate you have joined us to let us know the troubleshooting steps you've tried successfully, I'm sure they will be helpful to other members of the Community facing the same situation. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[Theresa16]

I have tried all recommendations and still not syncing, I find this very annoying as one of the main reasons I got the charge 3 was to receive texts and phone calls, as I’m not allowed to have my phone on me at work I could still be informed in case my kids needed me now I can’t get it to work 🤔😢

[MarcoGFitbit]

Hello @Theresa16 thanks for joining 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 like to thank you for letting us know the troubleshooting steps you've tried so far. At this moment, I would like to gather some information from you so we can check this further, please reply with as much information as you can:

1. iPhone model you're using. 
2. OS version running on your phone
3. App version installed (go to Account > Help to get it)
4. The list of troubleshooting steps you've tried so far. 

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

[Theresa16]

iPhone 6 s
Tried rebooting phone
Deleted app then reinstalled
Deleted Fitbit from app and reinstalled
And restarted fit bit though it smiled it didn’t vibrate
All as stated in the discussion


Sent from my iPhone

[Terriwerk]

Did you hold your finger on the Bluetooth symbol and when it opens unpair your fitbit. Turn blue tooth off and on. Then pair the fitbit again. This works for me every time I have a sync issue and I get the same Bluetooth notice

[MarcoGFitbit]

Hello @Terriwerk and @Theresa16 I hope you're doing well, thanks for taking the time to reply. 

@Theresa16 thanks for get back to us with the information requested. Please note that Notifications skip or stop occasionally for several reasons that don't suggest a problem with your device or the Fitbit app, which is why I would like to ask you to check the following:

• Your phone was too far away. It must be within 30 feet of your Fitbit device to transmit the notification.
• For texts, you have the conversation open on your phone. Your Fitbit device shows new texts you haven't already read.
• You changed a related setting on your phone, such as turning on Do Not Disturb, Quiet hours, or Driving mode. To double check all requirements, see How do I get notifications from my phone on my Fitbit device? 
• You're using another Bluetooth product. If you have Bluetooth products like speakers, headsets, or car stereos paired to your phone along with your Fitbit device, you may have trouble using more than one at the same time. For example, turning on your speaker might stop your phone from sending a notification or syncing. For more information, see Is the Fitbit app interfering with other Bluetooth devices?
• The connection between your phone and Fitbit device is unstable. Bluetooth signals are susceptible to disconnecting or dropping occasionally.
• The app that should send the notification can't do so. Check all the phone and Fitbit app requirements in How do I get notifications from my phone on my Fitbit device? 
• Your device was syncing. Syncing can sometimes prevent or delay a notification. 
• You just updated the Fitbit app. Restart your phone and try setting up notifications again.
• Device lock is active on your Fitbit watch and you haven't recently entered your PIN. Tap your watch screen to see if the device lock prompt appears. If it does, enter your PIN.

If you've reviewed the list above and can't get notifications to work, please try the following:

1. Force-quit the Fitbit app, then open it again and sync your tracker.
2. Restart the Bluetooth on your phone once again.
3. Restart your device.
4. Refresh Notifications:
   • From the Fitbit app dashboard, tap the Account icon 
   • Tap Notifications.
   • Turn off all notifications
   • Restart your phone.
   • Open the Fitbit app and turn notifications back on.
5. Set up Notifications again:
   • Tell your phone to "forget" your device, removing the connection between the phone and the Fitbit device. 
     1. On your phone, go to Settings > Bluetooth and find your Fitbit device in the list.
     2. Find an option to forget the device.
   • Open the Fitbit app and set up notifications again.

Thanks for your patience and understanding, give these steps a try and let us know the outcome. 

[Catcrazy]

So, it appears this issue with syncing/connecting device to iPad has been happening for quite a while now.

I have recently had this issue with my Charge 3...all started when I tried to update the app/software. My C3 wouldn’t sync at all. I have tried every suggestion ever given on this thread and nothing works. Now my iPad can’t even pick up my Fitbit, let alone sync!

This tracker is useless!

I understand the Fitbit team are trying to resolve this issue, but after 6 months of not managing to resolve it, it seems a very poor product...complete waste of money!

Has anybody had any success trying to get a refund from Fitbit?

[Kaisercat]

If you have another device such as an iPhone paired with your C3, then this is your problem.  I had this same problem.  The fix is to deactivate your C3 from BLUETOOTH from both devices.  Next PAIR only with 1 device.  Problem solved!

[Catcrazy]

I wish that was the solution. I only have the one device with which I’ve tried to ever pair my C3. I have unpaired every Bluetooth device from my iPad, so it’s not that. 

I will have another go at starting from scratch, but not expecting any success as I’ve tried this at least a dozen times. 

Thanks for your suggestions though.

[Woody01]

My Fitbit Charge 3 was buggy after five weeks of use and now has completely died.

I ordered it on November 19, 2018 (so I am well past the 45 day warranty). I wanted it solely to track my sleep. I was too busy to open it so it sat around in the box for four months (my bad, I know). I did not get around to opening the box until March 18, 2019, when I set it up and uploaded the App to my iPhone 6 (iOS 12.3.1). All seemed well - it tracked steps and sleep and the battery lasted just over a week. It functioned perfectly until April 28, 2019, just over five weeks after opening it. Initially I thought it was not syncing but figured out that the device was actually just not tracking my sleep. I tried the reset procedures and other suggestions I found on the forum but nothing helped. Eventually, on May 2, 2019, I updated the Fitbit app on my phone to Version 2.94 and updated the device. This got everything working properly again. All was well for another 10 days an then the device started "acting up" again:

- intermittently not syncing

- random vibrations

- unresponsive screen

- battery only lasting a couple of days (instead of the usual week)

During this time that it was "buggy" I tried the 8-second reset, changing the clock face, turning Bluetooth off and on again, etc. Nothing helped. As of May 26, 2019, it is completely dead: nothing happens when I tap the screen or the button (no vibrations, blank screen) and it will not charge (ironic that it is named a Charge 3). I have made certain that the pins are clean and line-up perfectly when trying to charge, I've left it plugged-in overnight and tried several different electrical sockets. Nothing happens.

I would appreciate any suggestions. Otherwise, I fear that my experiment with Fitbit was short-lived and disappointing.

[Myboo]

The same thing happened to me except I did use from the time it arrived sometime in October until it just would not sync. It kept telling me that it was a Bluetooth issue but I tried it in other places and same thing. I went through all of the same suggested fixes and it eventually completely died. I did get a replacement from Fitbit and this one is working great. Let's hope it will continue.Sent via the Samsung Galaxy S8, an AT&T 5G Evolution capable smartphone

[Catcrazy]

Just to update you guys, my Charge 3 has developed more issues since I unpaired/uninstalled it from Bluetooth and the Fitbit app. It no longer does anything useful as unable to reconnect to the app in order to sync, is losing time increasing since I uninstalled it and also thinks I’m climbing 30+ flights of stairs, when I only climbed one all day. 

On a positive note, I eventually rang the Fitbit support phone number, having tried chatting via twitter with little help. I explained want was happening and that I’ve gone through all the available options with no luck.  The support advisor agreed that this wasn’t acceptable as I’ve only had it 6 months and has advised me to return it to the shop I purchased it from. He gave me a reference number, so if the store has any issues with replacing it, they can phone the support number and get approval for its return. 

I was very happy that someone listened to me and will be taking the device back today. Hopefully the new device will work perfectly, fingers crossed!

[Woody01]

Thanks Catcrazy... based on your recent feedback, I just did an online Chat with Customer Support and a replacement device is being sent to me. Here's hoping that both of our replacement devices are problem-free. When my Charge 3 was working, I was very happy with it. It's too bad the original one had so many issues.

[LizzyFitbit]

Hi @Catcrazy, @Kaisercat and @Myboo. It's nice to see you around. @Woody01, welcome to the Community Forums! I'm sorry for the delay in my response.

@Catcrazy, thanks for letting me know about the difficulties that you've had with the Charge 3. I'm really sorry about that and appreciate your efforts in troubleshooting it. I'm glad to hear that you were given the choice to return it to the store, and if anything happens, you can reach back to our Support Team so they can continue working with you.

@Kaisercat, thanks for stopping by and sharing a great suggestion. I'm sure others will find it helpful!

@Woody01, thanks for taking the time to share your feedback about the Charge 3. I understand your position and I'm sorry that you went through this situation. You did a great job with the troubleshooting steps and I'm glad that you're now about to receive a replacement. I'm sure you'll crush your steps with this one!

@Myboo, nice to hear that your replacement has been working great and thanks for taking the time to troubleshoot your original Charge 3. We'll make sure to also work on our devices so you can continue having the best experience with them.

I'll be around if you need anything else.

[pablonissan]

followed all instructions and still not pairing to my tracker

despite paying for the fitbit and coach .its terrible and very dissapointed . help

Moderator edit: word choice

[Catcrazy]

The only time I got anywhere with sorting this problem was when I rang the online support number...think you are asked for your phone number and they phone you immediately, so you’re not paying for the call. I explained all of the steps I’d taken to try and fix the issue myself, with no luck, plus my device was only 6 months old. I was then given a reference number and told I could take it back to the store for a refund or exchange.

No offence to any support staff on here, but trying to communicate through twitter dm support, or on here, just leads to the same advice as already given...the standard preprogrammed response given multiple times on this site. Even speaking one to one on twitter was the same, repeating the exact same sentences repeatedly. I tried to get the person to go off script, asking about taking it back to the store for an exchange or refund, but the support person told me I couldn’t do that! That’s when I rang, because it’s always easier to communicate by speaking to an advisor-you can  make sure they have understood that you are not happy to wait until Fitbit techs sort the glitch as you can see from complaints that they have been saying the same thing for months, with no ‘fix’ happening.

I hope this helps.

[LizzyFitbit]

Hi @pablonissan. Welcome to the Community Forums. @Catcrazy, it's great to see you around.

I'm sorry for the delay in my reply.

@pablonissan, thanks for having tried the steps posted through this thread. I see where are you coming from and I'm sorry that you've had this experience. Just to confirm, please provide me with the following information:

• Your iPhone's model and iOS version.
• Error message displayed in the Fitbit app.
• Have you made sure that the Fitbit app is updated to the latest version?
• By pair, do you mean that you're setting up your device in your account? Or are you pairing it via Bluetooth to receive notifications?

@Catcrazy, thanks taking the time to share your feedback, and I'm glad that you were able to receive help when contacting our Support Team. I'm sorry for any inconvenience that you had when contacting us before. We'll make sure to continue working so you can receive great assistance in our different channels.

Keep me posted.

[Oriondestiny]

I had no problem at all syncing my Fitbit Charger 2. What is the problem with the Charger 3. Why would they change anything in the Charger 3 from the Charger 2 and release a product? I've been sitting here for several minutes waiting for this thing to sync. Do all of you customers have to be a tech and programming expert to get your products to work by messing around with the turning bluetooth off and on every time we want to sync? 

Please fix and update your firmware. Make it like the Charger 2 which I didn't have a syncing problem with.

Moderator edit: word choice

[Roomers]

Did all you send and still will not connect I am sending bsvk

[Catcrazy]

I’m not sure what you’re asking???

‘Did we all ? and it still wouldn’t sync?’

I tried all the suggested things posted by people on here and more, many times.

I tried to disconnect, reboot, turn of Bluetooth and turn it back on, reboot my iPad, unpair with iPad/remove from Bluetooth, remove app and reinstall, setting up from scratch as a new device on a different device...all with no result. As my Fitbit couldn’t be added back onto the app, after disconnecting it, therefore couldn’t pair using Bluetooth, or connect to Fitbit app, this meant I couldn’t sync...my Fitbit then started losing time, but as there is no way to adjust the time without syncing it to the device using the Fitbit app, (I was getting error 403, I think, which apparently is a connectivity error) I couldn’t adjust the time...therefore my Fitbit lost any use it had as a stand-alone watch.

I spoke to Fitbit support advisor by phone and they were very helpful.