Stopped syncing

[Lovejamqueen]

I love my Fitbit. I have the charge 3, and can’t imagine my life without it. That said, after only 10 months, I’m having much trouble with the app. It refuses to find my device therefore I cannot sync it. I have written about this problem on the community forum, and followed all of the instructions including resetting it while it’s on my wrist and resetting it while it’s on the charger. I have turned the Bluetooth on and off, I have restarted my iPhone, I have even deleted and re-downloaded the app, but no matter what I do my app no longer works. I am on my wits end so any advice anyone can offer would be greatly appreciated, since the entire point of having a device like this is the ability to sync it to the app. If I can’t find a fix within a week, I’m gonna have to send my device back. Help!

Moderator edit: subject for clarity

[Odyssey13]

Hi @Lovejamqueen  is your phone compatible and did you get the new app that was recently released? The more we know, the better to assist you.

[Lovejamqueen]

I have the iPhone XR, and as far as I know, I have the most updated version of the app. 

[Odyssey13]

Thanks @Lovejamqueen  and I'll move this to the iOS area of the forum for more relevant responses.

[SunsetRunner]

Hello @Lovejamqueen 

Im sorry to see your having Syncing issues. I read in your post that you have the iPhone XR. I fear that may be the problem. I checked with the Fitbit Compatibility list located here: https://www.fitbit.com/devices and unfortunately I can’t find your phone version on the list. I would suggest, if you have available to you, to download the Fitbit app to one of the compatible devices on the list. Maybe a friend has one, or a family member that you can try out just to insure that it is indeed the device and not the app. (Just to insure that the Fitbit Compatibility List is current.....but the website does indeed state 2019 at the bottom)

[Lovejamqueen]

My app wont sync, won't update and has the wrong time. I have tried everything. I've been told tat it's my iPhone XR, but it was perfecting fine for the last ten months. All suggestions are welcome. Thx

[SunsetRunner]

Hello again @Lovejamqueen 

If your phone is not compatible then the new app update will not function properly for you. I know that according to my app updating history the Fitbit updates came in what appears to be chunks. Maybe your phone was originally working but as the updates kept coming it surpassed the capabilities of your phone. My only suggestion since I couldn’t find your phone type on the list at : https://www.fitbit.com/devices is to call FitBit customer service and they may be able to tell you if there are plans to include your phone type here soon in another update. I’m sorry I couldn’t be more help 

[LiliyaFitbit]

Hi @Lovejamqueen @Odyssey13 @SunsetRunner, it's nice to see you again in our Community Forums. 

@Lovejamqueen thank you for your participation in the Forums and sharing the issue you're experiencing with syncing your Fitbit Charge 3 tracker. I am glad to hear you love your device and appreciate your efforts to resolve this. 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. 

@Odyssey13 @SunsetRunner thank you for your efforts to help!

If you have any questions, feel free to let me know.

[Mckinney4]

I have iPhone XR and a Fitbit Charge 3 and had this problem a few months ago.  If you haven’t tried this, it might help:  open the app on your phone, click on your profile, click on your device (mine says Charge 3, select Clock Face, and change the clock face to a different option. Not sure how or why, but it’s what worked for me and several others. 
Good luck!

[Lovejamqueen]

Hi! I tried that, but since the app can’t find my device, I can’t change the clock face. Thanks for the suggestion!

Moderator edit: removed personal information. 

[JessicaWalkAlot]

Mine stopped syncing a few hours ago, only 2 1/2 weeks old.  I’ve already preordered the new one coming out next week.  Will return immediately if they can’t figure this out.  I’ve actually had the most steps ever since starting this 20,000 and it’s not got to sync. Plus the last day of the challenge, this is super messed up.  Fix your products 

[LiliyaFitbit]

It's nice to see you around @Mckinney4 @Lovejamqueen. Welcome to the Fitbit Community, @JessicaWalkAlot. I am sorry for the delayed response.

@Mckinney4 thank you for your helpful tips! I appreciate your time and efforts. 

@Lovejamqueen I am sorry to hear the issue persists. I recommend to continue working with our Support team. I know they will be glad to help you out and provide a solution.

@JessicaWalkAlot thank you for joining the conversation and sharing that you're experiencing the same issue with your 2 1/2 weeks old tracker. I appreciate your interest in Fitbit products, I totally understand how you are feeling as you would like to keep enjoying the Fitbit experience and working on your goals. Please confirm if you're still experiencing this difficulty and if you've tried the troubleshooting steps from this help article: Why won't my Fitbit device sync?

I'll be around.