My Fitbit Charge 3 won't sync to my iPhone

[jet6804]

My Fitbit charge 3 is fairly new, I only got it in early December 2019, i haven't dropped it, hit it against anything or got water in it (even though it is waterproof). About a week ago the time on my watch kept falling behind and for the first 2 days I could just resync it and then it was fine and I had to do it the next morning, after 2 or 3 days it wouldn't let me sync it with my phone and the time is getting further and further behind each day and is currently over 3 hours behind. I have disconnected bluetooth, restarted my phone, restarted my Fitbit, uninstalled and reinstalled the app, tried it on other devices and made sure that no other devices were connected to my bluetooth, I have researched it a lot and tried everything and nothing has worked and I cannot connect my Fitbit to any device. Is there anything else I can do?

[LiliyaFitbit]

Welcome to the Fitbit Community, @jet6804. 

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your Charge 3 not syncing to your iPhone and showing the incorrect time. Thank you for taking care of your device, I appreciate your efforts to resolve this issue and I am here to help.

I would like to confirm if you've followed the complete troubleshooting steps from this help article: Why won't my Fitbit device sync? 

Please also do the following:

- Open Settings app on iPhone

- Scroll down, tap Fitbit -> Toggle Location to 'Always'

- Ensure toggles next to Bluetooth and Background App Refresh are turned "On"

The time on your tracker should be corrected when you sync the tracker. You can find the additional troubleshooting instructions to correct the time on your tracker here. 

Keep me posted on the outcome. 

[jet6804]

hi, thanks for your help, I have tried everything on that list and the extra things you suggested before and I tried them all again just in case and it still won't sync to my phone. 

What do I do now, I have been told that if they are under warranty they will be replaced, is that true? I only got mine in early December 2019 so it's less than 6 months old (I think the warranty said it lasts a year,  is that right?) If so if there is nothing else I can do who do I get in touch with about a replacement?

Thanks again for your help. 

[LiliyaFitbit]

Hi @jet6804, thank you for your reply.

I appreciate your efforts and the additional details. I understand your concern, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

You can view Fitbit Limited Warranty at http://www.fitbit.com/returns. 

Let me know if you have any questions.