"We found your tracker" but no connect

[MISRNA]

Hello,

Trying to connect by brand new fitbit Alta to my phone, plugged into the computer, bluetooth is on, it keeps saying "We found your tracker! Connecting ot Tracker..." and then nothing happens. I've restarted my phone, restarted the Alta. I've deleted the app and reinstalled it. I've removed the tracker from my app and currently trying to set it up again. Is anyone else having this problem?

[JuanJoFitbit]

@BEARSHUNY Welcome to our Fitbit forums! I'm so sorry about the experience you had with your Fitbit Alta. However, I'm glad to hear that your Fitbit connected with the new account you created. Thank you so much for sharing the workaround that you followed in order to have your Alta connected again.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 

[Yw8t4it]

I had the same problem and called customer service who told me to press the button on the charger three times with a brief pause in between in order to reset the tracker. It worked!

[JuanJoFitbit]

@Yw8t4it Thank you for joining us in this thread and our Fitbit Community! I'm so glad to hear the great news. It's great to know that the issue got resolved after restart your Alta.

Have you heard about our Discussions board? In this board you'll be able to tell your stories, meet more people and start your own topics.

See you around and Happy Holidays! 

[pngpapa2]

Same thing with me. I too tried talked to Fitbit Customer Support. They were of NO help!!!

[JuanJoFitbit]

@pngpapa2 Thank you for joining us in this thread and our Fitbit Community! I'm sorry to hear that your Fitbit Alta is not connecting to your Dashboard. I would like to know what is your phone's model. This information will help me to determine the cause of the issue.

Looking forward to your response! 

[BEARSHUNY]

Samsung note 8

Sent from my Sprint Samsung Galaxy Note8.

[pngpapa2]

I don't see a Model Number.  Only the Alta name.

[JuanJoFitbit]

@BEARSHUNY I would like to follow up and would like to know if you are experiencing issues with your Fitbit Alta. If so, please provide more details and I'll be happy to follow up.

@pngpapa2 Thank you for getting back! As a matter of fact, the brand and model (e.g iPhone, Samsung Galaxy, etc) of your phone will suffice.

See you guys later! 

[shankpossible]

Great observation

[CAmos75]

Hi

I ended up having to call Fitbit after annoyingly trying everything.

This will be the second complimentary tracker they are sending me of same device.

The Customer Support is excellent at Fitbit however the shame about it is the issue seems to be ever present on this device (MY HR 2 was excellent unfortunatley I lost this on a climbing incident and the uk stock had sold out at that point)

Good Luck

[FB-is-junk]

The charge 2 is also a problem

[snailscookies1]

My hero! Disconnecting in the phones blue tooth settings was the final piece of the puzzle. THANKS!!!

[nate12345]

Thank You so much these additional steps helped me get this done in no time

[Jul24444]

This is happening to me also!

this is the 3rd Fitbit I have had. They don’t last long

[SunsetRunner]

Yes I’m having the same problem with my Fitbit Charge 3 and it has happened since the new update. I’ve tried everything and like you said it’s very frustrating! Grr

[AdrienneJK]

This is EXACTLY my experience at the moment.  Did you ever end up getting your situation resolved?

[Layla2015]

Ive had the same issue as you guys and after talking to FitBit they told me my tracker was defective :@ 

However, tried something new this morning, set it up on my dad's iphone and it worked - then tried it on my android phone and it seemed to have fixed it.

So, if you have another phone/device with bluetooth, try it on there and then on your phone. either that or what ever update was done that killed the app has since been dialled back 

Hope this helps

Layla!

[Aten33]

Hi,

I have been having the same issue and got it fixed by reinstalling the app, removing all bluetooth devices paired with my phone, restarting my phone, and the trick was for me to ALLOW LOCATION for the Fitbit app. After that, it finally worked.

Hope this helps. 

[Don727]

i contacted support and they have no idea what’s going on

[craignielsen]

this completely destroyed my fitbit 3. Worst advice in the world