Problems with syncing

[Wigan]

The only thing that is registering is calories used. I cannot get access to sleep, steps, or any other feature. I have reset the device, but it didn’t make any difference. In desperation I removed the device from my phone and then tried to register it again. Unfortunately  my phone could not find the device. Has my device just stopped working?  Has anyone else experienced this?

[SteveH · Accepted solution]

Syncing / connection problems, unfortunately, happen from time to time, often for no apparent reason.

The usual things to try are:

• restart phone
• restart fitbit using this procedure: Help article: How do I restart my tracker?
• restart fitbit a few more times (it doesn't always work)
• "forget" the fitbit in the phone's bluetooth settings
• go through fitbit's troubleshooting guide at: Help article: Why won't my Fitbit device sync?

These have always worked for me when I’ve had problems but others have found other steps that worked for them. For example:

• let the battery completely drain and then recharge

If none of those ideas work for you then it’s probably best to contact customer support via: contact.fitbit.com

[jtaft004]

my Alta synced just great until I installed the new app. Now when I try to sync, it can't find my device. I had no trouble at all with the previous version of the app. 

[Wigan]

Hi

thanks for your interest. I’ve tried all of the usual ways to address this, but nothing worked. 

It it has now moved on. I contacted customer support, and when I didn’t hear from them, I checked my trash box. There I found a message from a couple of weeks ago asking whether I objected to a change of email address. I’d obviously had the account hacked.  Since then I’ve contacted customer support several times, and apart from the computer generated replies, I haven’t heard anything from them. It looks as though I’ll end up having to close the account. I’m really disappointed with Fitbit’s handling of this situation. 

I hope this this may serve as a warning to others. Check your Trash box regularly as a matter of course. 

Carol