My Alta will not connect to the Fitbit app

[khaseldalen]

Was no longer updating my steps so I decided to disconnect from the app. The app finds my Alta & sends the code, but it just spins after I enter the code. - I've restarted the Alta, disconnected the Bluetooth and uninstalled my Fitbit app. Nothing is working!
HELP!!!

[Mlbaker16 · Accepted solution]

Hello mine is doing the same thing it is driving me nuts I called customer service and they are sending me a new unit which I wonder if that is the problem considering the app finds the Fitbit and gives the code then that is the farthest it goes if I found a way I'll let you know if you do please do the same thank you

[SolangeE]

Hey friends, @khaseldalen, @Mlbaker16! Welcome aboard. This is very strange. Since you've already tried these steps:

 Turn off Bluetooth, turn it back on, and then open the Fitbit app.

- Force quit the Fitbit app and open it again.

- Reboot your mobile device and then open the Fitbit app again.

- Restart your tracker again.

Please try to set it up using a different device or a computer, after this you should be able to sync normally. 

Let me know! 

[Mlbaker16]

Hello I tried a different device still not syncing

Sent from my iPhone

[Mlbaker16]

I also tried all the steps you told me and nothing

[khaseldalen]

Thank you for the idea.  I contacted customer service via phone and they are sending me a new unit.

Phone customer service is the way to go.

[SolangeE]

Hey, hey, hey, @khaseldalen, @Mlbaker16! Thanks for the updates!  I'm glad to hear that you had a good experience with our Support team, they are always willing to help. @Mlbaker16, In that case my friend, I recommend you get in contact with them too! 

Let us know what they say! 

[Remydiva]

I too am having trouble syncing the time on my Alta.

. Back story...updated iphone to IOS 10 and then flew and changed time zones.

Once I synced my phone, the time on Alta changed correctly.

Flew back home, attempted to sync with phone but the time has not updated correctly on Alta.

Here is what I tried and it still doesn't sync--

I have tired to restart three times...twice.

I have turned Bluetooth on and off on the phone.

I have logged in and out of Fit Bit app.

I have changed the time zone through my account dashboard on pc deliberately to the wrong time zone, then changed back to correct one.

any other suggestions please?

[Remydiva]

UPDATE

I just got off phone with Customer Support who helped fix this.

It took multiple attempts that included

• 'closing' the App on the phone (double click Home button then swipe UP on the app to close)
• Me turning OFF and ON the Time Zone on the phone in two different places
• this was after I had done my own troubleshooting of restarting the tracker 3 x and changing the time zone deliberately to the wrong time zone then back again as suggested here on the forums

None of this work

The final step they did worked---

• Customer Support 'removing' the tracker from my account and t
• hen I added back on as if it were a brand new tracker.

He suggested that next time I change time zones, to turn the phone OFF then ON which will refresh the phone and then sync to tracker.

Thanks Customer Service!

[SolangeE]

Hey, @Remydiva! Thanks so much for the updates and letting us know what worked for you! This will be very helpful for others too! 

I'm glad everything is working as it should now, I hope to see you around a little more. I invite you to check and participate in our Discussion boards. 

See you around. 

[nancy2011]

What is the customer service number please?

[Remydiva]

This is completely out of character but I did NOT add the phone number to my contact list :0

I just googled it so try this

877-623-4997

[Mlbaker16]

(877) 623-4997

Sent from my iPhone