About CindyMFitbit

CindyMFitbit · ‎10-03-2021

Welcome to the community forums @Sanher34. Thank you for the detailed information and for already trying to fix the issue. If you've tried to restart your Charge 3 and the inconvenience has persisted, I'd recommend trying to perform a long restart. A long restart is different than the basic one and you can complete it by following the instructions below: Connect the device to the charging cable. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. The device turns off. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. Remove the device from the charging cable. The device shuts down. Important: Plug the device into the charging cable again. Hope this helps.

CindyMFitbit · ‎10-03-2021

Hi there @KarinHel. Thanks for taking the time to share what you've experienced with your Fitbit Charge 3 and for already trying to fix the issue. I appreciate the pictures shared. Since the inconvenience has persisted, my best recommendation is contact our Support Team so they can look deeper into the issue and help you with this matter. You can contact them through chat or over the phone. Click here to get connected. Make sure to mention the steps you've followed, so they can help you from there. See you around.

CindyMFitbit · ‎10-03-2021

Hi there @kinglouie14th. Thanks for taking the time to share what you've experienced with your Fitbit Ionic and for already trying to fix the issue. I suggest trying the following: Important: Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. On the device, hold all three buttons for about 10 to 12 seconds. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). When the device vibrates, release all buttons. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays fitbit.com/global/us/setup When the device successfully resets, please set up your Ionic as new device. See How do I set up my Fitbit device? Hope this helps.

CindyMFitbit · ‎10-03-2021

Welcome to the Community Forums @mozartcat. Thanks for taking the time to share what you've experienced after updating your phone. To further investigate, may I know what error message is displayed on the Fitbit app when changing the clock face? Is your tracker syncing correctly? Also, what is the model of your phone? In the meantime, please give a try to the following: Force quit the Fitbit app on your phone. Restart your tracker. Open the Fitbit app and force sync your Charge 2. Press and hold on the screen and pull down. Try to change the clock face again Catch you later.

CindyMFitbit · ‎10-03-2021

Welcome to the Community Forums @Brad188. Thanks for the detailed information shared and for the troubleshooting tried prior posting. I recommend the following steps in order: Remove the Bluetooth connection between your iPhone 6 or the iPad and your Fitbit device: On your phone, go to Settings, Bluetooth, the information icon next to the name of your Fitbit device and then Forget This Device. Turn off Bluetooth on your iPhone 11 and please turn your phone off and back on Restart your Versa. See How do I restart my Fitbit device? Once your phone and Versa are back on, turn on Bluetooth and try the set up process again. If you have trouble connecting your watch to Wi-Fi, see Why won't my Fitbit watch connect to Wi-Fi? Hope this helps.

CindyMFitbit · ‎10-03-2021

Welcome to the Community Forums @gmblue22. I'm very sorry for the experience and thank you very much for the detailed information and for the troubleshooting steps you tried. Please note that any feedback posted in the forums is always welcome as it helps to improve our products, services and overall environment. I was able to see that you reached out to our Support Team before and they exhausted all troubleshooting steps, for this reason, they decided to provide a discount towards a purchase of a new device. For more information about our warranty policy, I recommend visiting the following link: https://www.fitbit.com/global/us/legal/returns-and-warranty. On a side note, I've moved your post to the Other Versa Smartwatches board to keep our forums organized. See you around.

CindyMFitbit · ‎10-03-2021

Nice to see you here @MaryPatricia. Thanks for the details shared on your post. If your Fitbit doesn't seem to be tracking your active minutes, could be because your exercise wasn't intense enough. Fitbit devices calculate active minutes through metabolic equivalents (METs). This metric, which factors in your body mass, is used to estimate exercise intensity. 1 MET is the rate of energy you expend during rest or sitting quietly, while you typically expend 3 METs or more during a moderately-intense activity such as walking. You earn active minutes for activities at or above about 3 METs. If your Fitbit device tracks heart rate, your heart-rate data is used to calculate active minutes for non-step-based activities, such as weight lifting, yoga, and rowing. If your device doesn’t track heart rate, your active minutes for these activities will be lower or you won't get active minutes. Hope you find this information helpful.

CindyMFitbit · ‎10-03-2021

@Snowbirdam Welcome! It's great to see you around. I appreciate the details shared on your post and for already trying to resolve the issue. If the inconvenience has persisted, my best recommendation is contact our Support Team so they can look deeper into the issue and help you with this matter. You can contact them through chat or over the phone. Click here to get connected. Make sure to mention the steps you've followed, so they can help you from there. @debrina_1 Thanks for your response, it's great to hear that you will receive a replacement. I hope is arrives soon and you can continue tracking towards your fitness goals. Have a nice a day.

CindyMFitbit · ‎10-03-2021

Hi there @giannivergerio It's nice to see new faces around @Al59 and I really appreciate your input regarding this matter. Your comments are always welcome while our team continues working on this matter. I appreciate your findings and workaround, it's great to hear that it worked for you, and I hope this is helpful for any other user.

CindyMFitbit · ‎10-03-2021

@NutriMom Thanks for your response and for trying the suggested instructions. I'm sorry to hear that the inconvenience has persisted, my best recommendation is contact our Support Team so they can look deeper into the issue and help you with this matter. You can contact them through chat or over the phone. Click here to get connected. Make sure to mention the steps you've followed, so they can help you from there. See you around.

CindyMFitbit · ‎10-03-2021

Thanks for getting back @Bazbit. I appreciate the details shared. I understand how you are feeling about this situation. May I know if you have tried to reset the password? If you haven't done so, I suggest checking our help article How do I change or reset my Fitbit password? If that is not working you can try contacting our support team over the phone, click here to find the number. Catch you later.

CindyMFitbit · ‎10-03-2021

Hi everyone. It's good to see you participating in the Community Forums. @Guy_ Thanks for your input. @CMP936 Please note that we're always working to streamline our offerings as we introduce new products. Although the Fitbit Ionic was a popular product for us, we decided to discontinue and it is no longer available on Fitbit.com. In case you decide to get a new Fitbit product you can set it up using the same email address and all your history will be there. @Looietyke Thanks for the details shared and for trying to do the update. To work on this together, may I know if your Ionic is not turning on? Do you see something on the screen? If you haven't done so, I suggest trying a restart. See How do I restart my Fitbit device? See you around.

CindyMFitbit · ‎10-03-2021

Welcome! It's great to see you around @Koci24. Thanks for taking the time to share what you've experienced with your Fitbit Ionic and for already trying to resolve the issue. Just to confirm, may I know if the tablet and your phone are able to find your Fitbit? If you get an error message, please let me know. In the meantime I suggest doing the following: Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on. Turn your Fitbit device off and back on. See How do I restart my Fitbit device? Try setting up your Ionic once more time. Your phone should say "Found" If the issue persists you can restart your phone or try the set up process with another device if it's possible. You can see compatible devices here. See you around.

CindyMFitbit · ‎10-03-2021

Welcome to the Community Forums @Chappy66. By connecting your Fitbit account with another app, you can share data between the app and your Fitbit account, to get started please do the following: Log in to your account on the app or website of a company that offers Fitbit integration, such as Vitality Find the section for connecting another account. This section is often called "Apps" or "Connect." Follow the on-screen instructions and log in to your Fitbit account when prompted. For more information you can see How do I connect my Fitbit account with another app? On a side note, I've moved your post to the Third-Party Integrations board to keep our forums organized. Hope this helps.

CindyMFitbit · ‎10-03-2021

Thanks for your response @AzDood. Welcome to the Community Forums @KerryCKerry. Thanks for the details shared on your post and for already trying to resolve the issue. If your Fitbit Ionic is still showing data not cleared on the screen, I recommend doing the following: Open the Fitbit app, tap the Today tab and tap your profile picture Tap Set Up a Device. Choose your device and follow the on-screen instructions to continue. If you are having trouble to set up the device again, please see Why can't I set up my Fitbit device? Hope this helps.

CindyMFitbit · ‎10-03-2021

Welcome! It's great to see you around @Krisbaum. Thanks for the details shared on your post and for the troubleshooting tried prior posting. Your device has been tested against driving and riding in buses, trains, and other public transportation and shouldn’t add steps when you’re traveling under normal conditions. On bumpy roads or in a car with a stiff transmission your device may add some steps. For most customers, the number of extra steps added when driving isn’t significant when compared to your overall stats. If you want to remove the steps from your daily total, manually log the driving activity for the time you were in a vehicle. For more information, see How do I add, edit, or delete Fitbit data and activities? See you around.

CindyMFitbit · ‎09-30-2021

Welcome to the Community Forums @SianTLM. Thanks for the details shared in your post. I understand that this can be very frustrating. Upon checking with our Support team, I was told that you have already contacted them once more time and a replacement strap has been sent. I'm sorry for any inconvenience and hope your receive the replacement soon. See you around.

CindyMFitbit · ‎09-30-2021

Hi Everyone. @giannivergerio Thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate the details shared. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I appreciate your patience while our team works to get this issue resolved. Catch you later.

CindyMFitbit · ‎09-30-2021

Hi there @Wifiest. Thanks for sharing the options to play and relax. I'm not a gamer, but let's give a try. 😁 Have a nice day!

CindyMFitbit · ‎09-30-2021

Hi there @Hiller1313. Thanks for all the details shared on your post. I recommend making sure that DND option is disabled on your Fitbit Charge 3. When the do not disturb setting is on, notifications, goal celebrations, heart zone alerts, and reminders to move don't cause the tracker to vibrate or the screen to turn on. To turn off DND: Press and hold the button, and swipe left to access the quick settings screen. Tap DND to turn it on or off. When you turn off the setting, the icon appears dim with a line through it. In addition, I recommend performing a restart to your Charge 3 by following the instructions here: How do I restart my Fitbit device? See you around.

CindyMFitbit · ‎09-30-2021

Welcome! It's great to see you around @AzDood. Thanks for the details shared on your post and for the troubleshooting tried so far. Usually you are able to unlock your Fitbit Ionic by resetting the pin or removing the pin using the Fitbit app as described here. However since your device is no longer connected to the Fitbit app it won't work, so please confirm if you have followed these instructions to perform the factory reset: Important: Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. On the device, hold all three buttons for about 10 to 12 seconds. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). When the device vibrates, release all buttons. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays fitbit.com/global/us/setup When the device successfully resets, please set up your Ionic as new device. See How do I set up my Fitbit device? Catch you later.

CindyMFitbit · ‎09-30-2021

@eshai Thanks for your response. Thanks for letting me know that the inconvenience has been resolved. I appreciate all your efforts to fix the difficulties experienced. Have a nice day!

CindyMFitbit · ‎09-30-2021

@Bazbit Thanks for your response and for trying the suggested instructions. I'm sorry to hear that the inconvenience has persisted, my best recommendation is contact our Support Team so they can look deeper into the issue and help you with this matter. You can contact them through chat or over the phone. Click here to get connected. Make sure to mention the steps you've followed, so they can help you from there. See you around.

CindyMFitbit · ‎09-30-2021

@CMP936 Thanks for stopping by. Thanks for your post and for all the details shared, I understand your concern about the firmware update that's available for your Fitbit Ionic. Please note that Fitbit occasionally releases free feature enhancements and bug fixes for your device through firmware and Fitbit OS updates. For details about each type of update, see What's changed in the latest Fitbit device update? Having said that, I would recommend to upgrade your Fitbit Ionic to the latest firmware version and if found any trouble once it has been updated, you can always contact us back and we'll be glad to continue assisting you. See you around.

CindyMFitbit · ‎09-30-2021

Hi there @JJoeyk07 Thanks for stopping by. Thanks for the details shared in your post. I'm very sorry for the experience, as a workaround, I'd recommend logging your food through the Web Dashboard to see if you're able to add it there using decimals. To do so: From the fitbit.com dashboard, click Log at the top, then click Food. Under Food Log, enter your information and click Log Food. Hope this helps.

CindyMFitbit · ‎09-30-2021

Hi there @LucianC. Thanks for taking the time to share what you've experienced with your Fitbit Charge 3 and for the troubleshooting tried prior posting, I understand how you are feeling about this situation. I recommend making sure that the Sleep Mode option is disabled on your Fitbit Charge 3. When the sleep mode setting is on: Notifications don't cause the tracker to vibrate or the screen to turn on. The screen's brightness is set to dim. Turning your wrist won't cause the tracker's screen to turn on and you need to press the button. To turn off Sleep mode: Press and hold the button, and swipe left to access the quick settings screen. Tap Sleep to turn it on or off. When you turn off the setting, the icon appears dim with a line through it. Additionally, if your wristband is broken, please review this thread for instructions. See you around.

CindyMFitbit · ‎09-30-2021

Welcome to the community Forums @debrina_1. Thank you for the detailed information and for the troubleshooting tried prior posting. If you've tried to restart your Charge 3 and the inconvenience has persisted, I'd recommend trying to perform a long restart. A long restart is different than the basic one and you can complete it by following the instructions below: Connect the device to the charging cable. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. The device turns off. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. Remove the device from the charging cable. The device shuts down. Important: Plug the device into the charging cable again. Hope this helps.

CindyMFitbit · ‎09-30-2021

Welcome! It's great to see you around @MaMaw5555. Thanks for the details shared in your post and for already tried to resolve the issue. I understand your concern and I'd like to confirm if you have followed the steps listed here. If you already tried and the issue persists, I recommend trying the following: On the Fitbit app ►Tap the Today tab and tap your profile picture. Tap Set Up a Device. Choose your device and follow the on-screen instructions to continue (you need to click on replace, if it's still connected). If you are having trouble to set up the device you can see our help article Why can't I set up my Fitbit device? On a side note, I've moved your post to this thread so we can keep our forums organized. Catch you later.

CindyMFitbit · ‎09-30-2021

Hi everyone. Thanks for stopping by @Jodylive. Thanks for the details shared on your post and for your findings about this situation. It's great to hear that it worked for you, and I hope this is helpful for any other user. See you around.

CindyMFitbit · ‎09-30-2021

Welcome to the Community Forums @eshai. Thanks for the details shared on your post and for the troubleshooting tried prior posting. I understand that this can be very frustrating. I would like to suggest you to go to your iPad Settings > General > Date & Time and make sure Set Automatically is enabled. Then, force-close the Fitbit app by double tapping the home button on your iPad and swiping up the app. After that, try to log in again and make sure you're following these steps to reset your password. On a side note, I've moved your post to this thread so we can keep our forums organized. Hope this helps.

CindyMFitbit · ‎09-30-2021

@Akaris Welcome to the Community Forums. Thanks for the details shared on your post and for the troubleshooting tried prior posting. Please note that this information has been forwarded to our team and they are working to identify a resolution to this issue as quickly as possible. Thanks for your efforts while working on this matter. You can review this thread for more information. See you around.

CindyMFitbit · ‎09-30-2021

Thanks for your input @LZeeW. Welcome to the Community Forums @Nishi2015. Thanks for the details shared on your post. Seems odd that you're unable to download the Fitbit app, if your phone is running iOS 15. As you have mentioned the operating system required for Fitbit, is iOS 13 or higher. For more information see Fitbit-compatible devices. To continue with this I suggest trying a restart your phone, double check that your phone is updated and then try to install the Fitbit app once more time from Apple App Store. Hope this helps.

CindyMFitbit · ‎09-30-2021

Welcome to the Community Forums @Neverbuyingone. Thanks for the details shared in your post and for already trying to solve the issue. If you already followed the instructions listed here and the issue persists, my best recommendation is contact our Support Team so they can look deeper into the issue and help you with this matter. You can contact them through chat or over the phone. Click here to get connected. Make sure to mention the steps you've followed, so they can help you from there. See you around.

CindyMFitbit · ‎09-29-2021

@Silversnake1326 Thank you for getting back. Please let me know the phone model and OS installed. May I know if this is happening with any other tile or just the Get active tile? See you around.

CindyMFitbit · ‎09-29-2021

Thanks for input @Odyssey13. Welcome to the Community Forums @Julieemma13. Additionally to the link provided by @Odyssey13, you can also take a look on this one Why can't I set up my Fitbit device? If that does not work my best recommendation is contact our Support Team so they can look deeper into the issue and help you with this matter. You can contact them through chat or over the phone. Click here to get connected. Make sure to mention the steps you've followed, so they can help you from there. See you around.

CindyMFitbit · ‎09-29-2021

Hi everyone. Welcome to the Community Forums @Jonrox. Thanks for the details shared on your post and for your findings about this situation. It's great to hear that it worked for you, and I hope this is helpful for any other user. See you around.

CindyMFitbit · ‎09-29-2021

@tjsadler1980 Welcome to the Community Forums. Thanks for taking the time to share what you've experienced with your Fitbit Charge 3 and for trying to get the issues resolved before contacting us. I understand that this can be very frustrating. If you already followed the instructions listed here and the issue persists, my best recommendation is contact our Support Team so they can look deeper into the issue and help you with this matter. You can contact them through chat or over the phone. Click here to get connected. Make sure to mention the steps you've followed, so they can help you from there. See you around.

CindyMFitbit · ‎09-29-2021

Hi there @Silversnake1326. Thanks for sharing the details and the screenshot about this issue, as well for the troubleshooting that you tried prior posting. I you haven't done so, let's try the following: Force quit the Fitbit app. For instructions see the Apple help article. Restart your phone Tap the Get active tile If the issue persists, please confirm your phone model and OS installed and let me know if you are getting this error message only when you try to open the Get active tile or if this is affecting any other tile. Catch you later.

CindyMFitbit · ‎09-29-2021

Thanks for reply and for following the instructions provided @Shell050820. Since the issue persisted, I suggest to contact our support team, I know they will be glad to help you out and provide a solution. Click here to get connected. Make sure to mention the steps you've followed, so they can help you from there. See you around.

CindyMFitbit · ‎09-29-2021

Hi there @gvanzant1. Thanks for taking the time to share what you've experienced with your Charge 3 and for reviewing additional information about the floors. As you may know, your Fitbit device may give you credit for extra floors for a variety of reasons. Devices may track floors while doing everyday tasks such as opening doors, driving, or riding elevators or escalators, or from abrupt weather and atmospheric pressure changes. Exposure to excess moisture can also result in extra floors. For more information, see Why does my Fitbit device count extra floors? You can also find more information about tracking activity in this help article How does my Fitbit device calculate my daily activity? Please note that you can’t delete steps and floors; instead, log a non-step-based activity such as driving to override the steps or floors. For more information, see How do I add, edit, or delete Fitbit data and activities? If you continue to experience the same inconvenience with your Charge 3, make sure that you've also tried to restart the device following these steps. Hope this helps.

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