Charge 2 not syncing with Samsung J5 prime

[RePeter]

Charge 2 was working fine with sync on Bluetooth on J5 prime for several days. Switched phone Bluetooth off for a couple of hours, now won't recognise device and wont reconnect!! Tried setting up on app again but still won't connect after 4 digit code input

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@RePeter It's great to see that you've visited the Fitbit Community! Sorry to hear that your Charge 2 isn't syncing with your Samsung J5 Prime. Try going to your phone's bluetooth settings and remove all devices listed there. Restart your phone and then restart your Charge 2 by doing the following:

Plug the charging cable to your computer or UL certified wall adapter.
Align the contacts of the tracker with the charging cable and plug it in making sure it snaps securely.
Your tracker should start charging.
Press the button for 10 to 12 seconds.
You should see your tracker's firmware version and you can now unplug your tracker.

Let me know how it goes!

[RePeter]

Hi Alvaro

Unfortunately this did not work.

I even uninstalled FitBit app and of course reinstalled to start the process again.

It keeps giving me the 4 digit code, but stalls at this point saying Bluetooth isn't working. Bluetooth is definitely on and it does state on my phone bluetooth list, Charge2 is available.

My partner tried to also find the FitBit with her iPad but can't find Charge2.

I've come to the conclusion I should never have turned off my phone's Bluetooth! Or the FitBit is no longer working.

I hope you have another idea?

Thanks

Pete

[AlvaroFitbit]

@RePeter thank you for following the suggestions. Apple devices are really friendly. If you have an iPad please try the same steps on your iPad and try to sync or set up your tracker there. Also turn off all other bluetooth devices (turn off the bluetooth on your phone) so they don't interfere with the syncing. 

Keep me posted!