synching issue

[petercottentail]

help.. been wearing fitbits over 2 years..my latest The Charge HR. bracelet working fine..having trouble with synching to my iPAD Pro... did fine for months , but now when I try to synch, the bar comes half way across and won't go the rest of the way..does appear to synch my steps but that is it..hope some one can help me....

[MarcoGFitbit]

Hello @petercottentail, thanks for joining us!, it's great to see new faces around. 

Have you tried to restart your tracker lately? Sometimes an unfinished process might affect the sync and a restart will remove it. If after restarting your tracker is still not syncing, I would like to suggest trying to set it up as a new device to reset the connection between your iPad and your Charge HR; don't worry, this won't remove any information you've stored in your account so far. 

To set up your tracker as a new device:

1. Go to the Bluetooth settings on your iPad and check if Charge HR is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Restart your iPad
3. Open the Fitbit app and tap on the Account tab at the bottom of the screen, then tap on "Set up a New Device"
4. Choose your tracker and follow the onscreen instructions to continue
5. When the app asks you to replace your current tracker, please replace it and continue with the process.

Please remember to keep the tracker close to the iPad and check that there are no other Bluetooth devices that might interfere with the process.

Give it a try and keep me posted in case you need anything else! 

[JustJess4]

I am having the same problems. Even after restarting my tracker it refuses to sync under new device. It just says searching. It's charged and on but not syncing. 

[MarcoGFitbit]

Hello @JustJess4, thanks for joining the conversation, I hope you're doing well. 

If after trying the previous troubleshooting your tracker is still unable to sync, my best recommendation would be contacting our Support Team. Please let them know about all the troubleshooting steps you've tried so far, I'm sure they will be happy to get you back on track.

If there's anything else I can do for you, don't hesitate to reply! 

[JustJess4]

Thank you. I contacted customer support and once again they went above and beyond expectations. Fitbit will keep me as a customer.