No option to sync my fitbit to my phone on the app

[beth.hayward]

So i am having an issue. I haven't used by fitbit versa in months due to the frustration of it not working then, and of course it still isn't working now. At the beginning of the year my phone was stolen, and since then i have had issues with the pairing of my new phone and my fitbit versa. My phone can sense the fitbit, knowing how much it is charged and if it is on, but i am unable to sync anything from the versa to my phone. on the app the button is discoloured and does not even allow me to click on it. on top of this,i finally turned my versa back on today and it is stuck with the wrong date and time but i am unable to change it. i assume that once it is synced to my phone this shall correct itself but i do not know how to do this! it is really frustrating and any help would be greatly welcomes. thank you. 

[SunsetRunner · Accepted solution]

Hello and welcome to the Fitbit Community @beth.hayward 

Im sorry to see your having syncing issues. Currently this is a known issue being experienced by some individuals but let’s try a few things to see if that doesn’t get you back up and running again:

Please first check here to insure that your IOS Device is compatible with the new Fitbit App:https://help.fitbit.com/articles/en_US/Help_article/2315
If your are indeed compatible with the new Fitbit App there are a few things we can try to get you syncing again. Let’s try restarting your Fitbit Versa. Here’s how:

1. For Fitbit Versa and Fitbit Ionic, press and hold the back and bottom buttons until you see the Fitbit logo on the screen. For Fitbit Versa Lite Edition and Fitbit Versa 2, hold the back button for 10 seconds.
2. Let go of the buttons.

if restarting does not resolve the issue try turning your Ionic off then on again. Here’s how:

On your watch, open the Settings app>About > Shutdown > confirm the shutdown. To turn your watch back on, press the back button.

If your still experiencing syncing issues I would suggest force shut the App and restart. Here’s how:

Turn off your Bluetooth 

log out of the Fitbit App

completely shut down your device, wait 1-2 mins then restart your device 

once your device fully loads enable your Bluetooth again 

now log back into your Fitbit App as you normally would with your email address and password 

now sync your device 

Lastly please check your iOS settings if this problem persist and try this:

1. Open your phone's settings.
2. Scroll down, tap Fitbit > Toggle Location to "Always".
3. Ensure toggles next to Bluetooth and Background App Refresh are turned ON.

😃 Hopefully these suggestions resolve your syncing issue. Please let me know