My Fitbit One is not syncing

Do you see your steps on the Fitbit One display?

NO Display: If your device is not illuminating at all when you press the button on the Fitbit, place it in the USB charger to charge. Be sure to have your computer on and that the charging terminals are aligned with the charging pads on the Fitbit One.

NO Steps: If your device is illuminating but will not increase from zero steps, Reset your Fitbit One.

YES: Check to see if your steps are syncing to Fitbit.
You will then you will be directed to either My steps are not syncing to Fitbit or My steps are syncing to Fitbit but not Retrofit.

 

Check to see if your steps are syncing to Fitbit

Check to see if your steps are syncing to Fitbit
  1. Log into your Fitbit.com account using your email and Fitbit password.
     
  2. Click the gear icon in the upper right corner of the Fitbit dashboard.
     

     
  3. If you do not see a One Tracker listed in the gear icon menu, you need to successfully complete the device setup using the Fitbit Connect application to pair your Fitbit One.

    Follow the instructions for Replacing the Fitbit One with a Fitbit One if you have the Fitbit Connect software app on your computer.
    If you do not see the Fitbit Connect software, you can download it by clicking the pink DOWNLOAD button on at fitbit.com/start/one.

    Hint: You will know you have successfully completed this step when you have entered a 4 digit number starting with a zero into the computer and have entered a greeting for your Fitbit One. You will then see the One Tracker listed in the gear icon as shown in the picture above.

     
  4. If you do see a One Tracker listed in the gear icon menu shown above, when is the last time or date it synced?


    If the Fitbit One has synced within the last hour, the Fitbit One is successfully syncing to Fitbit. See Syncing FAQ for more in-depth information on how the syncing works.
    Now log into Retrofitme.com and see if your steps are showing on your Timeline or My Data tab. If your steps are not showing at Retrofit, see My steps are syncing to Fitbit but not Retrofit.

    If you Fitbit One has not synced for a while or perhaps days, see My steps are not syncing to Fitbit.

My steps are not syncing to Fitbit

My steps are not syncing to Fitbit

You have already done a Check to see if your steps are syncing to Fitbit. You do have a Fitbit One linked to your Fitbit account and it has not synced for a while or perhaps days.

  1. Press the button on your Fitbit One. Does your display illuminate?
    • If your device is not illuminating at all when you press the button on the Fitbit, place it in the USB charger to charge. Be sure to have your computer on and that the charging terminals are aligned with the charging pads on the Fitbit One.
    • If your device is illuminating but will not increase from zero steps, Reset your Fitbit One.
      If your device is illuminating and shows your steps, proceed with the next step. 
       
  2. Reboot your computer.
    No matter you have a Mac or Windows computer, the Fitbit background sync service can sometimes be restarted by rebooting.

  3. Now do another Check to see if your steps are syncing to Fitbit. If you see the same steps on your Fitbit Tracker as on the Fitbit.com website, your Fitbit Tracker is syncing to Fitbit.

  4. If you still do not see your steps at Fitbit, try a manual sync.
    Manual sync your Fitbit Tracker sync to Fitbit.com
     
  5. If nothing else has worked, you may need to re-connect your Fitbit to your Fitbit account.

My steps are syncing to Fitbit but not Retrofit

My steps are syncing to Fitbit but not Retrofit

If you have done a Check to see if your steps are syncing to Fitbit and see your steps are indeed showing at Fitbit, but you do not see your steps at Retrofit on your Timeline or your My Data tab, proceed with the following steps. Remember that your Fitbit must first sync your steps to Fitbit before they can be updated at Retrofit.

  1. Log in at Retrofitme.com.
     
  2. If you are a new client and have not completed your Checklist you will need to connect your Fitbit account to Retrofit. Click the blue Connect Fitbit to Retrofit button on your checklist page.


  3. If you are not a new client and had previously connected Fitbit to Retrofit, first try to manually Update Data.
    Go to your Retrofit Device Settings.
    Click the blue Update Data button for the Fitbit.


  4. Check to see if you see if your steps are now being displayed either on your Timeline tab or your My Data tab. Remember that your Fitbit must first sync your steps to Fitbit before they can be updated at Retrofit.
    If your steps are still not displaying at Retrofit you can Re-Authorize your Fitbit account. This typically only needs to be done if you have setup two Fitbit accounts using two different emails. You can re-authorize using the email for the Fitbit Account that has your current step data.



  5. If your steps are still not syncing contact support@retrofitme.com for assistance.
     

Manual sync your Fitbit Tracker sync to Fitbit.com

Fitbit Manual Sync
As long as your Fitbit bluetooth Dongle is plugged into a USB port, the "Fitbit background sync service" is working on your computer, and your Fitbit Tracker is ON, your Fitbit will automatically try to sync every minute until it comes within 20 feet of your computer. Once synced, it will automatically sync every 15 minutes if still within range of the computer. If you wish to sync during this time you can manually sync.
 
Windows:  
  1. Right click the Fitbit Connect icon in your Windows task bar in the bottom right of your screen.
  2. Click Sync Now.
  3. If your Fitbit Connect software is working and your Fitbit is ON and within range, your Fitbit data will sync to Fitbit.com.
  4. Now Check to see if your steps are syncing to Fitbit
 
Mac OSX: 
  1. Run the Fitbit Connect application from the Launchpad or from your Applications folder.
  2. Click Sync Now.
  3. If your Fitbit Connect software is working and your Fitbit is ON and within range, your Fitbit data will sync to Fitbit.com.
  4. Now Check to see if your steps are syncing to Fitbit

Incorrect time zone and steps not syncing

My Fitbit One time does not match my timezone and it is not syncing data to my account at fitbit.com

If the Fitbit One is new, it is likely that it did not properly get linked to your Fitbit account.

  • Please follow the instructions for Replacing the Fitbit One with a Fitbit One.
    You will know you are successful when you are asked to enter in a 4 digit number starting with zero, and asks you to enter a personal greeting.

If you have been using your Fitbit One and it is displaying your steps on the device, but you see that the time on the Fitbit One is not correct, and the steps on the device are not syncing to fitbit.com. The solution is to reset your Fitbit One, then conduct a firmware update.

  1. Please Update your Fitbit One firmware. There are fixes in the firmware that fixes this issue.
  2. If you are unable to update the firmware, try to Reset your Fitbit One, then try the firmware update again.

Reset your Fitbit One

Reset Fitbit One
Reset your Fitbit One:
  1. Plug your Fitbit charging wire USB into your computer USB. Your computer must be on.
  2. Plug your Fitbit One into the USB charging wire. Be sure the charging terminals match up with the connector in the inside of the charger, it could be upside down. You must plug the One in then go to step 3 immediately.
  3. Press and hold the button on the Fitbit One for a full 12 seconds. This turns your Fitbit off. To confirm, briefly tap the button once and it should not light up. If it does start over at step 1.
  4. Remove the Fitbit from the charger.
  5. Press the button on the Fitbit One for about 2 seconds until it powers up. Your Fitbit has been reset and you will see the current firmware level.

Update your Fitbit One firmware

Update Firmware

There are several updates in the newer firmware that fix time zone and syncing issues.

Update your Fitbit One firmware:
  1. Be sure your Fitbit USB dongle is plugged into one of your computer USB ports.
  2. If you are on a Windows computer, right click the Fitbit Connect icon in your system tray in the lower right corner of your Windows screen. You may need to click an arrow to expand the hidden icons to see it. It will be a black square with a blue and white diamond. Right click that icon and click Open Main Menu.
    If you are on a mac, find the Fitbit Connect icon in applications and double click it.
  3. Click Check For Device Update from the menu.
  4. Enter the email and password you used for your Fitbit account and click the pink Login button.
  5. Once the Fitbit Connect software has found your Fitbit One, it will update your Fitbit software or let you know it is already up to date.
  6. This firmware update fixes the time and syncing issue.

My computer is off. Why is scale syncing but my Fitbit is not?

The computer must be on for the Fitbit to sync.
My computer is not working. So why is my scale still syncing, but my Fitbit is not?
 
  • For the scale, the computer is only used as a temporary device to pair the scale to the Wi-Fi router. Once the scale has been paired with your Wi-Fi router, the computer is no longer needed unless there is a change in the Wi-Fi password. The scale then syncs the weight data directly over the internet through the Wi-Fi router right to Withings. That's why your scale is still working.
  • The Fitbit One must use a computer to pair your Fitbit tracker to your user account at Fitbit.com. Then once paired, any computer can sync anyone's Fitbit to their account, as long as that computer has the Fitbit software and either has a USB Dongle for the Fitibit One. Once the Fitbit One has been paired with their account, certain mobile devices can be used to sync the Fitbit. What Mobile Devices are Supported?

 

The timer is running on my Fitbit One and my steps are lower then they should be.

When I press the button on the Fitbit Tracker, why do I see a timer and my steps are not correct?
If you see a timer running on your Fitbit, this means you have put it into sleep mode. You will also notice the other symbols flashing at this time. During your sleep mode your steps display the activity only during the duration the stop watch is running, which is why your steps may not appear to be correct. Rest assured all your steps are still being calculated for the day, regardless of what is being displayed in sleep mode.
 
  • To put the Fitbit into sleep(timer) mode, press and hold the button on the Fitbit for 2-3 seconds. You will see the stopwatch start counting.
  • To take the Fitbit out of sleep(timer) mode, press and hold the button on the Fitbit for 2-3 seconds. You will see the stopwatch stop counting.

Steps Registered While Driving

Fitbit is registering steps and stairs while driving

Unfortunately, driving on bumpy roads may cause your tracker to move in a way similar to walking, causing it to track steps and floors. 

You can do the following to negate steps and floors tracked while driving: 

  1. Go to your Fitbit Dashboard screen and click Log Activity
  2. Select the date of the data you would like to clear. 
  3. In the activity menu, type in and select Automobile or light truck (not a semi) driving. This is where you select the block of time you want to negate.
  4. Enter the Start Time and Duration. 
  5. Select Log Activity. Your steps, floors, and calories burned decrease for the time period specified. 

Repeat this process to decrease your steps, floors and calories burned for any other dates you have in question. 

We apologize for the inconvenience involved in this process. Hopefully this method effectively clears your unwanted data, and allows you to maintain more accurate readings of your activity. Your Fitbit One is more sensitive than the Fitbit Ultra.

While driving, you can try placing the Fitbit somewhere less likely to bounce, such as the center console of your car.

Background sync service is not functioning

Security software issue

I get a message that the background sync service is not functioning.

  • This is caused by some kind of security software on your computer blocking the use of the Fitbit sync service that runs in the background to sync your Fitbit.
  • Many times during the installation either Windows or your security software will ask you if it's ok to run, or asks if is trusted, at at any point if you say no, the software or the service is blocked anytime in the future.
  •  You will need to tell whatever security software you are using, that Fitbit is a trusted service. Norton is a common security software, but depending on the security software, it might be different wording.
  • You can try to completely uninstall your Fitbit Connect software, then re-install, being sure to look for security pop-ups and say yes or allow to them.
  • You can also run your security software and list the Fitbit Connect software as trusted, or white list it. You still may need to re-install after this.