Compatibility with Samsung Galaxy S10+

[123rkb123]

Hi there,

My wife bought a Versa without doing the research on whether the Galaxy S10+ that she owns, was a supported device.  ... because, why would anyone think that one phone's Bluetooth would work, but a different one, wouldn't??  SMH

But in any event, she paired it successfully out of the box and it's been working fine for several months.  Out of the blue, last night, it stopped syncing with the phone and I can't get it to connect to save my life. 

Research tells me that it's not supported, but people have been able to make it work.  To date I've:

• Turned the watch off/on
• Restarted the phone
• Turned Bluetooth off/on, on the phone
• Uninstalled/Reinstalled the fitbit app

Has anyone found a successful method at syncing these devices?

Thanks,

Rob

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @123rkb123, it's nice to see you again participating here in the Community Forums, welcome back!

First, I appreciate your effort and patience troubleshooting this situation prior to posting, sorry for the inconvenience your wife experienced.  

Let me share with you that the Samsung Galaxy S10+ is not currently listed as a compatible device with our products and services, therefore, you may experience certain connection difficulties with it. I'm aware that some users are able to use non-compatible devices with our Fitbit products, however, we cannot ensure a proper function of all its features due to this compatibility concern. That said, if you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device that's preventing the syncing procedure to be completed. Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes.

If by any chance you're still unable to use your Fitbit with your mobile device, I suggest you to try with a compatible device or a computer to avoid this situation.

I'll be here if you need anything else, please keep me posted.

[123rkb123]

I understand why your "official answer" has to be that the Galaxy S10 is not a supported device, but let's be realistic for a moment:

1. Why did it work before?
2. What changed to make it suddenly stop working?
3. At what point does Fitbit take responsibility to support one of the most popular phones on the planet?

You guys have to realize that the phone is the platform, not Fitbit.  I'm not going to change my underlying platform to support a device on the platform.  I'm going to change the device.  Said differently: My wife will move off of Fitbit long before she moves off her phone.

[Adrienna27]

To answer your questions, because I am sure the moderator won't:
1. It worked before because the app hadn't been updated to the current version yet.

2. Fitbit "upgraded" the app such that it doesn't work correctly with thousands of users' devices.
3. They won't.

You can manually seek out and restore Android app version 2.87 and it will probably fix your problem, but for some reason opaque to me Fitbit would prefer that people like us stop using Fitbit rather than use the app version that works

[123rkb123]

That's really helpful detail Adrienna, thanks so very much!  I'm off to go find v2.87!

Moderator edit: Format

[Adrienna27]

You're very welcome! I hope it works for you.

[EdInCT]

Basically, whatever they have done with the new app has broken Bluetooth.  
I have a Charge 3, yet any Bluetooth device I have tried to pair it with will not pair.  If Bluetooth sees it as a Versa, then it will pair.  However, that pairing only last maybe 2 hours at the most.
They went for flash over functionality and wound up killing features.

[RicardoFitbit]

I'm happy to continue providing assistance, sorry for the delay in responding. Thanks for your reply @123rkb123. It's nice to see you again participating here in the Community Forums @Adrienna27 and @EdInCT.

@123rkb123 Your understanding is appreciated, please find the answer of your questions below:

1 and 2: Even though a non-compatible device worked before, we cannot ensure that they'll continue working with our products and services due to Android, Fitbit app and device updates. This is the reason why we always recommend to use a compatible device if connection difficulties are experienced.  

3. We are constantly working and testing different mobile devices to make sure that they properly work with our products and services. As it turns out, at this moment I'm unable to let you know when or if the Samsung S10+ will be added to our list of compatible devices, however, my best advise for you will be to constantly check our list of compatible devices for any update.

@Adrienna27 I appreciate the time you took to share your thoughts with us. Please keep in mind the above answers for more information about the Samsung S10+ compatibility concern. Take in consideration that we always recommend our users to keep everything up to date, as any technological device. Don't hesitate to ask me any additional questions you may have. 

@EdInCT Thanks for your post. Seems odd that your Charge 3 is shown as a Fitbit Versa on your Bluetooth settings, can you please let me know if there's no Fitbit Versa around that may be difficulties the pairing process of your Fitbit and your mobile device's Bluetooth?

Also, If you haven't already done so, I recommend you to check all the information that's specified on: How do I set up my Fitbit device? to check if all the requirements are correctly configured to setup your device. Then, you can move forward to the troubleshooting steps that are specified on: Why can't I set up my Fitbit device?.

See you around.

[EdInCT]

@RicardoFitbit, there were no Fitbit Versas around when my phone kept identifying my Charge 3 as a Versa.  Once I went to app version 3.5 I went to set up a device and said yes to replace the Charge 3 that was there.  As soon as I did that, my phone's Bluetooth automatically saw and paired with my Charge 3.