Unable to get Text Notifications on Charge 2 from iPhone XS.

[emma3]

When is the iPhone XS going to be notification compatible with the Charge 2.

My Charge 2 won't receive text notifications since I switched to the iPhone XS. Per: https://www.fitbit.com/devices 

I do not see the XS on the list, just the X.

Any idea when it will be compatible FitBit??

I have done all standard t/shooting

Moderator Edit: Clarified Subject.

[Nvam7]

Yeah I had the same problem 

but I saved everything in the account removed the Fitbit and rejoined it and connected through Bluetooth 

or turn on Bluetooth if it’s off

[MarcoGFitbit]

Hello @emma3 and @Nvam7, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know the troubleshooting steps you've tried so far. Please note that the iPhone XS, has already been added to the list of compatible devices.

With that said, I would like to suggest you to press down the button on your Charge 2, this will turn Notifications ON in the device in case they were off. If everything seems to working fine, I would like to suggest you to reset Notifications from the Fitbit app following these steps:

- Go to the Bluetooth settings on your phone and tap on tracker. Then tap on Forget this Device. 

- Force-close the Fitbit app by double tapping the home button on your phone and swiping up the app. 

- Open the app again and tap on Account > Your Tracker > Notifications. You will receive the following Pop-up:

- Then, once you tap on Set Up, the app will begin setting up your tracker with the Bluetooth on your phone, which will prompt the next pop-up:

- Tap Pair

- Once you get back to the tracker options, tap on Notifications an enable the ones you'd like to receive. 

Additionally, please go to your phone Settings > Notifications > Fitbit and Settings > Notifications > Messages and check that the following is enabled:

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[emma3]

Thank you for this. It is so strange still. I have done all the t/s and just gone through the steps you listed again.

I only get call notifications on my Charge 2 and no text notifications at all. 

I have confirmed that calls and text messages are checked under the app settings for notifications. It has been like this for 3 weeks. 

[emma3]

Just adding a couple of screen shots

[MarcoGFitbit]

Hello @emma3, I hope you're doing well, thanks for taking the time to reply and attach some screenshots to your post. 

At this moment, I would like to suggest you to go to your phone Settings > Notifications > Messages and make sure the following is enabled:

If everything is enabled as showing in the picture, please disable "Allow Notifications", restart your phone and enable it again. Then sync your device and let us know how it goes. 

Thanks for your patience and understanding, have a great day. 

[emma3]

Thank you for this. 

I have gone through all steps you have suggested.

i have removed the device, signed out of the app, removed the app. Restarted the phone. Reinstalled the app, set it back up, paired it, made sure notifications are on for my iPhone and app.Restarted the phone again and it still only sends phone notifications and not texts. Everything is set correctly. 

Sigh. 

UPDATE:

I have spent a lot of time with FitBit support (MarcoGFitbit), FitBit supervisors/chat, iPhone support and doing my own t/s. No-one can figure this out.

I get call notifications on my Charge 2. I do NOT get text notifications. I have an iPhone XS.

Prior to this I had an iPhone 8 and it worked fine.

I am on iOS 12.1.2

T/S done:

- Toggled bluetooth

- Made sure notifications are ON by holding down button on FitBit

- Confirmed notifications are on via the dashboard/app

- Confirmed i have all notifications on for my iPhone

- Signed out of App/Web and Forgot device, uninstalled App. Set back up, still does not work.

-Signed out of App/Web and Forgot device, uninstalled App. Removed and trace of FitBit on my iPhone, backed up iPhone without FitBit, reset iPhone/Wiped it. Set up iPhone again from backup without FitBit. Re-installed app, signed in, confirmed all settings, still does not work. Again I get call vibrations/notifications on my FitBit but NO text messages.

- Tried the above and this time set it up as a new iPhone without any backup, still does not work

- Compared all settings on FitBit and the iPhone to my friends iPhone XS Max& iPhone 8, we have the EXACT same settings on everything!

- Read though 20+ pages of FitBit community threads about the same issue

- Spent 2 hrs today chatting with FitBit, I can show you the chat history, they have no clue, I spoke to a supervisor who in the end said they will send it to another team to call me and t/s! Joy, after 2hrs already.

This seems to be a known issue, according to the extensive threads so why FitBit can't get it together is beyond me! The Charge 2 is under a year old from new this is SO disappointing!

[MarcoGFitbit]

Hello @emma3, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back and provided your feedback. At this moment, our team is aware of this situation, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if you have any other questions.

[emma3]

WOW, this issue has been known by FitBit since October last year!!! Possibly earlier. There are so many pages of threads for the issue, it is ridiculous!

You guys are aware of it, yet don't communicate properly and sell a product that does not do what it say's it does! That is false advertising!

I have reported this to a few teams internal and external. I want my money back on a product that does not do what it says it does by you and you guys are aware of the issue but yet waste peoples time toggling the blue-tooth on and off etc. 

This is not what customer service is about FitBit! It is wrong to sell and item that does not do what you say it does, that is illegal!

I want my money back, this has been ongoing months with what you now say no light on the horizon!

‎10-17-2018 14:57 - last edited on ‎12-05-2018 14:39 by KateFitbit

Update 12/5/2018: I'm sorry to hear some users are still not receiving notifications on iOS 12. We continue to monitor this issue and are working on a resolution. If you haven't already, please try toggling bluetooth on/off and ensure your Apple device is up to date.

Fitbit Update: 10/17/18

Hey, iOS fam!

 Our team is aware of some issues receiving notifications, but more specifically text messages after the iOS 12 update. To all of you having trouble after completing the iOS 12 update, rest assured we are investigating. Thanks for all your reports and troubleshooting efforts.

 Please stay tuned for updates. 

[emma3]

Update 12/5/2018: I'm sorry to hear some users are still not receiving notifications on iOS 12. We continue to monitor this issue and are working on a resolution. If you haven't already, please try toggling bluetooth on/off and ensure your Apple device is up to date.

Fitbit Update: 10/17/18

Hey, iOS fam!

 Our team is aware of some issues receiving notifications, but more specifically text messages after the iOS 12 update. To all of you having trouble after completing the iOS 12 update, rest assured we are investigating. Thanks for all your reports and troubleshooting efforts.

 Please stay tuned for updates. 

[emma3]

I have sent two emails back to customer service - No response.

I want a replacement device after proving this is the device at fault and I am legally within a years warranty. 

FitBit, why are you choosing to ignore my last response and emails? Please explain.

Moderator Edit: Word Choice.

[MarcoGFitbit]

Hello @emma3, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back and updated this situation. Please note that at this moment your case has been assigned and our team is currently investigating it. I've updated your case so our team can review it as well. 

Thanks for your patience and understanding, have a great day.