Charge 2 not pairing with phone

[ngl_dvr]

Just got the charge 2 and it is not pairing with phone, Samsung galaxy s7. Have tried restarting, uninstalling and reinstalling app, turning phone off then on, etc.
I was able to get the code to pair once, but once I input the code into my phone the screen on charge 2 went black\turned off.
Any other suggestions?
TIA

[SunsetRunner]

It is not yet in the list of compatible devices.

[AlvaroFitbit]

@ngl_dvr Welcome to our Community! Just like @SunsetRunner said the S7 currently isn't in our compatible device's list but you can try restarting the tracker itself to see if this helps. You can restart the Charge 2 by doing the following:

- Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
- 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.
- Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your Charge 2 will begin charging.
- 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.
- Unplug your tracker from the charging cable.

Still I suggest you check the list provided by @SunsetRunner to see when your phone is added or retry this when the next app update is released.

Let me know how it goes!

[ngl_dvr]

I have a dongle on the way to help get the Charge 2 onto my account, then should be good to go.Thank you all!

[AlvaroFitbit · Accepted solution]

@ngl_dvr That's great to hear. Let me know once you have setup your tracker so I know everything went fine for you.

Keep me posted!

[ngl_dvr]

New unit worked perfectly...the original ended up being defective. So I'm back in action now. 🙂

[AlvaroFitbit]

@ngl_dvr Yay! Happy to hear that your tracker is now working as it should. If you have the time please check our Discussions board where other members share their tips and experiences to improve their health.

Let me know how it goes!

[Hels_18]

Im having the same trouble. Enter the 4 digit code then get a message saying its not working. I have spoken to Customer Service and they are sending me a dongle.

Too be honest i cant see how the dongle is going to solve the problem.  How can the fitbit record anything when i'm out and about if it needs to be connected to a dongle???!  Puzzled.

My other half reckons the Charge 2 is defective.

You mention that your 'unit' was defective, was that the charge 2 or the dongle?

[ngl_dvr]

It wasthe fitbit itself, it was defective.  Once Fitbit replaced it, all worked perfectly 🙂

Good Luck to you and hope that all gets taken care of for you

[Hels_18]

Do you have Galaxy S7, i'm currently on Note 4 but due an upgrade and was planning the S7?

Also, how did you discover the Fitbit was defective... who did you go/speak to etc?

[ngl_dvr]

It wasn't the Galaxy 7, but was a Samsung (not sure the model) when I was having this issue.  I emailed tech support, and they helped me along the way and got everything corrected for me.

[ngl_dvr]

It wasn't the Galaxy 7, but was a Samsung (not sure the model) when I was having this issue.  I emailed tech support, and they helped me along the way and got everything corrected for me.

[Hels_18]

Off to find Tech Support.

Thanks for your help x

[terryuma]

yea right?