charge HR won't connect to the tracker

[sherrbear81]

i have been waiting for an hour trying t get my fitbit HR to connect with my i phone 6 plus.  it just keeps saying on my iphone "we found your Charge HR!" at the bottom of the screen it says Connecting to Tracker.  Its been like this for an hour.  Help My fitbit is also off on its time it says its 11:11 pm and right in Oklahoma its 9:10 am . What is going on? I have deleted app, re downloaded app on i phone, my fitbit almost has a full battery.  It like nothing will sync up?  :-(((( It seems like tracks everything correctly just doesn't want to connect. 

[Sumeera]

I'm having the exact same issue. In fact it started last year. I gave up on it. I've only just pulled it out of the cupboard today and spent all day trying to troubleshoot to no avail. I've given up now although it's hugely frustrating because I spent a lot of money on something that barely worked for a year.

[MarcoGFitbit]

Hello @Sumeera, thanks for joining the conversation, it's a pleasure for me to welcome you to the Fitbit Community. 

Thanks again for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.

[Cmre]

Same thing is happening to me, I’ve tried all the suggestions but nothing works for more than a one time sync with my new phone.  Won’t be getting another Fitbit product again if it isn’t sorted out.

UPDATE:

In my case it seems to be a problem with the iPhone 7s.  If I pair mine to my old 6 it works brilliantly but I don’t want to have to carry 2 phones around with me 

[Cmre]

In my case it seems to be a problem with the iPhone 7s.  If I pair mine to my old 6 it works brilliantly but I don’t want to have to carry 2 phones around with me 

[MarcoGFitbit]

Hello @Cmre, thanks for joining the conversation, it's a pleasure for me to welcome you to the Fitbit Community. 

I appreciate your participation in the Forums and for taking the time to share your experience and the troubleshooting steps you've tried so far. It seems your tracker has an established Bluetooth connection with your iPhone 6 which is preventing it from syncing with your new iPhone 7S. At this moment I would like to ask you to try the following:

1. Go to the Bluetooth settings on your iPhone 6 and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Turn off your iPhone 6.
3. Go to your iPhone 7S and open the Fitbit app, pull down the screen to force a new sync to start.
4. If the tracker is not syncing, go to Account > Your Tracker and scroll down until you see All-day Sync, then enable it. 
5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

Don't worry, All-day Sync will not drain the battery on your tracker or your phone faster than usual and will establish a Bluetooth connection with your new phone, making it easier to sync and will even sync your information when your phone is locked, as long as the app is running on the background and Bluetooth is on. 

I hope this can be helpful, if there's anything else I can do for you, please feel free to reply. 

[Wiltstilt13]

I am having the exact problem as these others and have tried everything to fix it that had been mentioned in this post. I am at a loss.

[MarcoGFitbit]

Hello @Wiltstilt13, thanks for joining us, it's a pleasure for me to welcome new members to the Fitbit Community. 

Thanks again for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.

[Eskay90]

Thank you! 

I have tried all of the recommended troubleshooting steps, including restarting my device, but this was the first time I was told to try a factory reset (and given instructions on how to do so). Worked perfectly.

[MarcoGFitbit]

Hello @Eskay90, I hope you're having a great day, thanks for joining the Fitbit Community and let us know your issue has been resolved after performing a Factory Reset on your device, I'm very glad! 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[Wiltstilt13]

The Factory reset did not solve the problem.

[Rich_Laue]

@Wiltstilt13  a factory reset will require the tracker to be setup as if it is a new device .

Have you removed the Charge HR from the phones Bluetooth and then  added the Charge HR back to your account. 

[MarcoGFitbit]

Hello @Wiltstilt13, I hope you're doing well, thanks for taking the time to reply. I appreciate your insight too @Rich_Laue, it's always nice to see you around. 

@Wiltstilt13, I appreciate you have come back and let me know you already tried to perform a factory reset on your tracker as you were indicated. At this moment, as you have already a case created with our Support Team I would like to recommend you to let them know about this situation so they can provide you more options. 

Thanks for your patience and understanding, reply to them and keep me updated! 

[xAIMEEx]

At least they offered to replace yours. All they gave me, who has two of their products, a discount code of 25%

[Wiltstilt13]

It's still not working. Anything else I can do? Or should I just throw it away?

[Kernelia]

Thank you so much for this tip!  I had tried everything and was very frustrated.  This worked!!