Can't pair Charge 3 to android phone

[SueStop]

I am new to Fitbit so I have downloaded the app, created an account, verified my email address, and now I am trying to pair my Fitbit.  I get to pairing the number but then I keep getting a not working message.  I do not have any other trackers nearby and I have turned my bluetooth off and on again, my phone on and off and I am still getting the same message.

[SunsetRunner]

Hi @SueStop . We’d like to help but first we need to know:

• Which Fitbit device do you have?
• Which phone do you have?
• Which Version of Android OS do you have? To work, it must be 5.0 or higher.

[SueStop]

Hi Carol I have a charge 3 Fitbit  Samsung Galaxy S9 phone, with android version 9.

[SunsetRunner]

Thanks for the information, @SueStop. Your phone is definitely on the list of supported devices. And your phone has a compatible OS. I know you have done most of this, but sometimes the order in which you do them is important. Please try the following. 

• In the Fitbit app, remove the Charge 3 if it is listed in after you tap Account.
• Delete the Fitbit app
• Go into your phone’s Bluetooth settings. If the Charge 3 is listed, tap to “forget this device.
• Power the phone completely off.

Next, restart your Charge 3. 

• Connect the Charge 3 to the charger. You’ll know it’s properly attached when the device vibrates and you see the Fitbit battery icon. 
• While still in the charger, press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted. Do this 2 or 3 times.. 

Remove the device from the charger ... power the phone back up ... install the Fitbit app ... and try again to add the Charge 3. 

Please let us know how it goes. If this does not work, then it will be best for you to contact Support. If you choose the chat option, you can copy/paste this process to let them know exactly what you have done to trouble shoot.