Alta HR setup issues

[Cookyd92]

Got my Fitbit Alta HR for Christmas. It took forever to get it to pair and update. Then it wouldn't sync so followed the troubleshooting instructions and unpaired it and now it won't pair again it displays the code on the watch but won't connect. I have tried direct messaging on Twitter and had no joy. My watch it useless at the moment. 

Moderator Edit: Clarified subject

[tweedtybird]

When I try to pair, it tells me the app is needed, but the app is installed.  I have tried turning bluetooth off and back on, cannot get the Alta to connect.  It shows the batter charge, and the version number and then nothing.

[AlejandraFitbit]

Hey @Cookyd92 and @tweedtybird, welcome to the Community.

I appreciate all the efforts in trying to fix this setup issue. If you are having problems with this process, I recommend taking a look at the help article: Why can't I set up my Fitbit device? and follow the instructions provided there.

Let me know the outcome.

[Cookyd92]

Hi, thanks for the reply. I have tried everything on that list and it still won't pair. As I said it gets to the part where it puts a number on the Fitbit alta hr and then won't connect. 

Thanks

Moderator Edit: Formatting

[AlejandraFitbit]

Thanks for getting back, @Cookyd92.

I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

In the meantime, let me know if you need anything else. 

[tweedtybird]

Never mind, i am returning it and have purchased the inspire 2 and have had no issues.

Thank you so much!!

[Eve9292]

Hello, 

I have had the same issues with my Alta HR and tried all of the troubleshooting methods but it recognises the Fitbit but won't sync/connect.

Please can I be contacted by the support team to fix this?

Thanks

[AlejandraFitbit]

Thanks for getting back, @tweedtybird. I am glad to hear that you purchased an Inspire 2 and that it is working properly. If there is anything else we can help you with, do not hesitate to post it.

@Eve9292, thanks for troubleshooting this setup issue. Please take a look at the article: Why can't I set up my Fitbit device? and make sure you followed those steps.

Keep me posted.