Unable to sync with iPhone 6 after iOS update

[j9stewart]

The bluetooth is connected on the iphone but the fitbit Alta says it is not connected.  I detected the Alta as a device and I am trying to set it up again - but in setup the fitbit device still cannot see the bluetooth connection even tough it is connected.  I have rebooted the phone, I have turn off bletooth and then rebooted, I have reconnected - nothing seems to work

Moderator edit: updated subject for clarity

[SunsetRunner · Accepted solution]

Hello @j9stewart 

I see your having syncing issues. 

I’ve seen syncing issues happen with people after updating to the new iOS update. I  read in articles how picky the new update is about pairing with apps and needing permissions. I’ve found that if you had the Fitbit App already installed in your device when the update hit its sort of a hit or miss with the syncing with Bluetooth after the update. It seems happier if the app occurs after the update. Like a clean install if that makes sense. I’ve suggested this to others and it helped them. Maybe it can help you. Here’s how:

1. Log out of the Fitbit app and force shut the app by swiping up

2. completely uninstall the Fitbit App from your device

3. now completely shut down your device and wait about 1 min then restart your device 

4. once your device has reloaded reinstall the Fitbit app by downloading it from the App Store

5. once it’s installed, log into your device as you normally would with username and password 

6. don’t touch anything in the app...just wait until you get a prompt from your Bluetooth (I got two of them because the new iOS 13 has different Bluetooth security permissions) When prompted by your Bluetooth tap “always” 

Doing this will give you the cleanest install and should repair your syncing time issues. I’m hoping this helps.... Please come back and let me know if this resolves your issue and answers your questions 😃

[jenglish150]

I followed this advice-now I've lost all previous data, and with the new fitbit app update I can no longer track my sleep with my Alta. Not happy to say the least!

[SunsetRunner]

Hello and welcome @jenglish150 

The above instructions were for the original individual who posted this question. I have no idea why you lost all your data as I don’t know what your Fitbit issues where in the first place. You can’t lose your data if you logged in using your same email and password that you had prior to the reinstall because your data is held in your account not stored in your Fitbit tracker. Did you indeed use your same email and password? If indeed you did then you should call Fitbit Customer Service. You can find ways to contact them here: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs&co=GB

[jenglish150]

After spending two hours trying to figure out all the updates, etc., I was very frustrated. I logged in with my alternate email and thankfully, all data is intact! Thanks for suggesting I check my login!

[SunsetRunner]

Outstanding @jenglish150!! 😉 I sort of figured you might have used an alternate email. Super your back on track and up and running!

[SunsetRunner]

Hello again @j9stewart 

I just wanted to touch base with you to see if your still experiencing syncing issues or did my suggestions help resolve your issue. Please let me know. 😃

[j9stewart]

It’s fine now. Thank u

Sent from my iPhone

[SunsetRunner]

That’s awesome @j9stewart! Thanks for the update and Happy Stepping!