Tracker can't find phone, phone can't connect to tracker

[prbad]

My iPhone 10 / Charge 3 combo worked beautifully for a year. Recently I was on a holiday and relying on free WiFi for web access. My partner was 'on a plan' and suggested linking my tracker to her phone via Set Up a Device so I could check out my Fitbit data. That she did but it didn't work so well, my Charge 3 data was mixed up with her Alta HR data. Now my phone says 'We found your tracker!' but it will not connect, and the tracker says it cannot find my phone and makes distressed vibrations and beeps. The tracker will connect to my partner's phone, and my phone will connect to my partner's tracker. She and I have tried turning everything on and off and deleting and re-loading everything. Even the young people in the electronics shop couldn't help. They suggest I get a new tracker.

[Julia_G · Accepted solution]

Hi, @prbad, besides deleting the tracker in the Fitbit app you will also need to remove it from your girlfriend’s bluetooth settings on her phone.  You will need to do the same with your girlfriend’s Alta on your phone (remove from app AND from bluetooth) if your phone is connecting to her Fitbit.  

When you have removed your Charge 3 from your girlfriend’s phone bluetooth settings make sure her Alta is out of range (30 feet away) when you try to set up your Charge 3, as the trackers can interfere with eachother.

If you need to try this again (next time you take a trip) the best way to do it would be to log out of her Fitbit account on the app on her phone, and log into your account on the Fitbit app on her phone.  That way you can use a single phone to set up and sync two Fitbits without the data getting combined.  One phone, one app but two accounts.  I hope that makes sense!

I don’t think any beeps you hear will be coming from your Fitbit, as it is not able to make a noise!

I hope this helps.  Welcome to the forums!

[prbad]

Thanks Julia_G, I'm now in sync. I didn't know what you meant by deleting the tracker in the Fitbit app, but I deleted 'Charge 3 - not connected' from my Bluetooth list. 'Set Up a Device' in the app then worked. Looks like I've lost 6 weeks of data but I'm just glad to be re-connected.

I wasn't kidding, my Charge 3 was vibrating and giving two short beeps every few seconds for several minutes yesterday. It was definitely in great distress - i had held the button down for long periods and it was displaying a 'phone not found' message. Quickly searching the forums, the Charge 3 may have a mute / unmute function.