Not syncing and partial app dashboard

[NilocG]

Hello, I have a replacement Surge that syncs with my iPad but not my iPhone. Although they do update from time to time, itsonly over a wifi network and never just the phone.

The dashboard is missing the box that tell you it's connected and syncing. I'm also missing things like steps, stairs, BPM ( and they are not at the bottoms of the page when I click edit). And the " all day sync" tab is missing

I have deleted the app and reinstalled several times, it makes no difference...however if I created a new user and everything connects via Bluetooth and syncs between devices as it should. I really don't want to loose my data, any suggestions how I can transfer data to my new account or get my old account working as it was/ should

Thanks in advance

Colin

[FerdinandFitbit]

Hey there @NilocG.

Whenever you don't see steps, distance, stairs and this type of stats, it means that your tracker is not paired to your account. I'm thinking that what might have happened here is that you used a different account on your phone and that's why it was not syncing to your phone but only to your iPad.

I'd recommend right now logging out of your account on both, your iPad and your iPhone and log back in to the account that you really want to use which as I understand is the one you've been using all this time. Once you're in, try to get your tracker to sync and if it doesn't work, make sure to set up your tracker again as a new device by following these instructions. In the case that it doesn't go through, try to restart your tracker by following these other instructions and then again, try to follow the setup process to get your tracker to sync. Once you pair your tracker on one device, it should appear in the other one. If it doens't appear right away, try to force quit the app and open it again and it should be there.

Now, for the account that you've been syncing lately, if it's the new one, your information will not transfer back to the old account so hopefully it's just been a few days but once you get your tracker to sync to your original account, it should all work fine again.

Hope this helps and if you have any other question, let me know and I'll be glad to help. Welcome to the Fitbit Community! 🙂

[NilocG]

Hi, thanks for all the advice - I guess it was just a clich. I deleted
the app on both phone and pad and everything synced up just fine.

Thanks again

Colin

[FerdinandFitbit]

Hey there @NilocG. Thanks for getting back and I'm glad to hear that everything is up and running again! 🙂

Anything else you may need, let me know!