How to Fix Sync Issues for a Fitbit Charge 2

Introduction

Syncing is the process that transfers the data your Fitbit device collects to your Fitbit dashboard. The Fitbit dashboard is where you can track your progress, see how you slept, set goals, log food and water, challenge friends, etc. Fitbit devices typically use Bluetooth Low Energy (BLE) technology to sync with phones, tablets, and certain computers. If you are having issues syncing your Fitbit device, this guide will take you through troubleshooting steps to help get things back on track.
Fitbit Charge 2

1 Restart Device

  1. Plug the charging cable into the USB port on your computer or any USB wall charger.
  2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
    Charging cable being held in person's fingers
  3. Make sure the button on your tracker is aligned with the button opening on the charging cable.
    picture of the charger connected to the watch
  4. You will know the connection is secure when the tracker vibrates and you see a battery icon on the display. Your Charge 2 will begin charging.
  5. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
  6. Unplug your tracker from the charging cable.

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Syncing is the process that transfers the data your Fitbit device collects to your Fitbit dashboard. The Fitbit dashboard is where you can track your progress, see how you slept, set goals, log food and water, challenge friends, etc. Fitbit devices typically use Bluetooth Low Energy (BLE) technology to sync with phones, tablets, and certain computers. If you are having issues syncing your Fitbit device, this guide will take you through troubleshooting steps to help get things back on track.
Fitbit Charge 2
  1. Plug the charging cable into the USB port on your computer or any USB wall charger.
  2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
    Charging cable being held in person's fingers
  3. Make sure the button on your tracker is aligned with the button opening on the charging cable.
    picture of the charger connected to the watch
  4. You will know the connection is secure when the tracker vibrates and you see a battery icon on the display. Your Charge 2 will begin charging.
  5. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
  6. Unplug your tracker from the charging cable.

Let's make sure your device is compatible.

  1. Go to https://www.fitbit.com/devices
  2. Type in your device in the search field. If you see your device listed, it is compatible. 
    Fitbit compatibility website
Before we proceed, what kind of device will you be synchronizing your Fitbit device with?

Powering off an iPhone.

  1. Hold down the lock / power button.
  2. Slide to power off when prompted.
  3. Wait until the phone is off.
  4. Hold down the lock / power button until you see the Apple logo.
  1. Open Settings.
    iOS Settings.
  2. Select Bluetooth.
    iOS Bluetooth
  3. Ensure that the Bluetooth toggle is in the On position.
    Bluetooth toggle switch highlighted in iOS settings.
  1. On the main screen of your iOS device, look for the Fitbit icon.
    Fitbit app icon
  2. Tap on hold the icon until an X shows up on its top left corner. Tap on the X.
    Home screen with shaking Fitbit icon and X in the top left of the icon
  3. You will be asked whether you want to delete the app. Tap on Delete to confirm.
    Delete Fitbit conformation with Delete highlighted
  1. Open the App Store.
    App Store
  2. Tap on Search.
    App store with Search selected. Screenshot.
  3. In the search bar, search for Fitbit.
    App Store search bar. Screenshot.
  4. Find Fitbit in the search results and tap on GET.
    App Store with the word Fitbit in search bar. Get button highlighted in lower-right corner. Screenshot.
  5. Tap on Install to start download.
    Install.
  1. Launch Fitbit.
    Fitbit app icon
  2. Tap Login.
    Fitbit screen with Log In highlighted. Screenshot
  3. Enter your Email and Password, then tap Log in.
    Fitbit sign in screen. Screenshot
  4. Tap on the Account icon in upper right corner.
    Fitbit account icon
  5. Scroll through the list and tap the Fitbit device you're using.
    Fitbit tracker selection. Screenshot
  6. Tap on Set Up Your Fitbit.
    Fitbit app screenshot with Set up your fitbit device is highlighted
  1. Your tablet or phone will now try to find your tracker.
  2. Wait for it to connect.
  3. Type the code on your Fitbit into your phone or tablet.
    Fitbit app with prompt for code displayed on Fitbit tracker's display. Screenshot.
  4. Your Fitbit is now connected!
  1. Hold down the power button on your Android device.
    Android Phone with power button highlighted.
    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.
  2. Select Power Off.
    Power menu with Power off highlighted.
    If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  3. Wait 30 seconds.
    Wait 30 Seconds
  4. Push and hold the Power button for a few moments, and your Android device will start back up.
    Android Phone with power button highlighted.
  1. Swipe down from the top of the screen.
    Swipe down
  2. Tap the Bluetooth icon to enable it.
    Bluetooth Enabled
    Bluetooth Enabled
    Bluetooth Disabled
    Bluetooth Disabled

To remove the Fitbit app from Android devices:

  1. Go to Android Settings (1), then General (2), then Application Manager (3).
    Android settings screen with highlights on Settings, General and Application Manager. Screenshot.
  2. Find the Fitbit App and tap on it.
    A list of installed applications with Fitbit selected. Screenshot.
  3. Tap Uninstall.
    Fitbit App info screen with Uninstall button selected. Screenshot.
  1. Open Play Store.
    Play Store.
  2. Tap on the search bar and search for Fitbit.
    Google play search bar. Screenshot.
  3. Tap on Fitbit.
    Google Play store with Fitbit in search results. Screenshot.
  4. Tap Install to start downloading the app.
    Landing page for Fitbit app with Install button highlighted. Screenshot.
  5. Once installed, tap Open to proceed to the setup.
    Installed Fitbit app with Open button highlighted. Screenshot.
  1. Launch Fitbit.
    Fitbit app icon
  2. Tap Login.
    Fitbit screen with Log In highlighted. Screenshot
  3. Enter your Email and Password, then tap Log in.
    Fitbit sign in screen. Screenshot
  4. Tap on the Account icon in upper right corner.
    Fitbit account icon
  5. Scroll through the list and tap the Fitbit device you're using.
    Fitbit tracker selection. Screenshot
  6. Tap on Set Up Your Fitbit.
    Fitbit app screenshot with Set up your fitbit device is highlighted
  1. Your tablet or phone will now try to find your tracker.
  2. Wait for it to connect.
  3. Type the code on your Fitbit into your phone or tablet.
    Fitbit app with prompt for code displayed on Fitbit tracker's display. Screenshot.
  4. Your Fitbit is now connected!
Before you restart or shut down your PC, make sure to save all necessary work to prevent data loss.
  1. Select the Start menu, then select Power.
    Windows 10 Start Menu
    Windows 10 Power Button
  2. Select Restart.
    Windows 10 Power menu with Restart highlighted.
  1. Click the Action Center icon in the bottom right corner of the screen.
    Windows 10 screenshot with notification center highlighted

  2. Tap on the All Settings tile after that.
    Notfication center with All Settings highlighted

  3. Then go to Devices.
    Windows 10 Settings with Devices highlighted

  4. Select Bluetooth from the left-hand column and ensure the Bluetooth switch is in the On position to the right.
    Devices settings with Bluetooth selected on left column and Bluetooth toggle highlighted

To remove the Fitbit app from Windows 10 devices:

  1. Click Start then Settings.
    Start menu with Settings selected. Screenshot.
  2. Next, Select Apps.
    Settings screen with Apps selected. Screenshot.
  3. Scroll down and locate the Fitbit app. Click on the app, then click on Uninstall.
    Fitbit app shown in the apps screen with Uninstall button highlighted. Screenshot.
  4. Click Uninstall again to confirm uninstallation.
    Uninstall confirmation box. Screenshot.
  5. The app will begin to uninstall and will disappear from your programs list once finished.
    Uninstall progress bar. Screenshot.
  1. Open the Windows Store.
    Microsoft Store.

  2. Search in the top-right for "Fitbit" and click the Fitbit App.
    Microsoft Store with Fitbit in search bar and Fitbit app in search results. Screenshot.

  3. Click Get to download and install the app.
    Microsoft Store with Fitbit app landing page and highlight on Get button. Screenshot.
  1. Open the Fitbit Connect app.
    Fitbit Connect icon
  2. To setup a new account click on Existing User.
    Fitbit Connect with Existing user highlighted.
  3. Type in your e-mail address and preferred password, click to agree to Terms of Service, and then click on Sign Up.
    Fitbit Connect Log in screen. Screenshot
  4. Enter in your personal information and then click Update Profile.
    Fitbit Connect Profile screen. Screenshot
  1. Click on the arrow to proceed to pairing your device.
    Meet your fitbit introduction screen
  2. Enter the 4 digit code displayed on your tracker.
    Tracker found and 4 boxes for pairing
  1. From the menu bar across the top of the screen, select the Apple menu, then Restart...
    macOS Mojave Apple Menu with Restart highlighted.
  1. Click the System Preferences icon.
    System Preferences.
  2. Click the Bluetooth icon.
    System Preferences window with Bluetooth selected. Screenshot.
  3. Bluetooth properties will open.
  4. Ensure that Bluetooth status reads Bluetooth: On. If it is off, click Turn Bluetooth On to enable it.
    Bluetooth screen with list of nearby bluetooth devices. Highlight on the Bluetooth radio status. Screenshot.
  5. Your computer will automatically begin searching for Bluetooth devices that may be in range.

Before uninstalling the Fitbit app, we must make sure we exit the program.

  1. Right click the icon of the program and then click Quit.
    Dock with program context menu shown and Quit selected. Screenshot.
  2. Alternatively, you can click Fitbit Connect in the upper-left-hand corner of your screen, near the Apple logo, and then click Quit.
    Generic program menu shown with Quit selected. Screenshot.
  3. Make sure the application leaves your Dock at the bottom or no longer has a dot underneath it.
    Running Application Closed Application
    Example running application with dot underneath. Screenshot. Example closed application with no dot underneath. Screenshot.
     
  4. Click Finder from the Dock across the bottom of your screen.
    Finder application shown in the dock. Screenshot.
  5. Click Applications from the left-hand column, then locate the Fitbit app. Click and hold the mouse button on the Fitbit app icon and drag it to the Trash Bin. You can let go of the mouse button once you are hovering over the Trash Bin.
    Application window with generic application selected. Application is shown being dragged to trash bin. Screenshot.
  6. Right click the Trash Bin icon and select Empty Trash.
    Trash bin icon shown in the dock with context menu and Empty trash highlighted. Screenshot.
  7. Click Empty Trash again to confirm this action.
    Empty trash confirmation box with Empty trash selected. Screenshot.

Download the installer from the Fitbit website.

  1. Visit this page on your Mac: http://www.fitbit.com/setup
  2. Scroll down, and click the button labeled Download for Mac.
    Download for mac highlighted 
  3. Open your Downloads, and double-click the Install Fitbit Connect.pkg file.
    Install fitbit connect icon

Carefully follow the on-screen prompts to install Fitbit Connect.

  1. Click on Continue.
    Installer introduction with continue button highlighted
  2. Read the license agreement and click Continue.
    Installer lincense with continue buttonhighlighted
  3. Click Agree to accept the licence.
    Installer lincense conformation with agree button highlighted
  4. Click on Install to continue.
    Installer with space requirements and install button is highlighted
  5. Enter your computer's administrative username and password and click Install Software.
    Installer with username and password highlighted and then install software button is highlighted
  6. After software is done installing click Close to exit the installer.
    Installer finished with close button highlighted
  1. Open the Fitbit Connect app.
    Fitbit Connect icon
  2. To setup a new account click on Existing User.
    Fitbit Connect with Existing user highlighted.
  3. Type in your e-mail address and preferred password, click to agree to Terms of Service, and then click on Sign Up.
    Fitbit Connect Log in screen. Screenshot
  4. Enter in your personal information and then click Update Profile.
    Fitbit Connect Profile screen. Screenshot
  1. Click the Fitbit tracker that you're setting up.
    Fitbit Connect software with list of Fitbit trackers. Screenshot.

  2. Click Next start the pairing process.
  3. Enter the code that appears on your Fitbit's display.
    Fitbit Connect software prompting for code found on tracker's display. Screenshot.

  4. Accept the EULA and continue through the steps as the app walks you through the rest of setup.
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