Fitbit Alta setup not working

[Pr303]

I got a new Fitbit Alta after my last one finally died after 2 years of use. However I haven't been able to set up my new device. After disconnecting my old Alta, the new one simply won't pair with my Android phone. The Alta goes as far as displaying the 4 digit code. Then the app tries connecting for a while before failing and showing a 'Not Working?' message. This exact same behavior has been happening every time I try to pair the Alta with my Fitbit app.  I've tried the following steps a number of times but still no luck:

1) Disabling Bluetooth and waiting at least 10 seconds before re-enabling.

2) Uninstalling the Fitbit app and installing it again.

3) Resetting my Alta by clicking the charger button 3 times within 8 seconds.

4) Powering down my phone and waiting at least 10 seconds before powering up again..

5) Enabling all location services/options requested by Fitbit (which I allowed for the purpose of pairing)

Nothing has worked so far. Even when I try to pair the Alta to my phone rather than the Fitbit app, the pairing doesn't work. At this point I'm wondering if the Alta is defective and needs to be replaced. It's just annoying that I'll have to contact product support via Twitter (when I don't have a Twitter account)

[Pr303 · Accepted solution]

Is anyone able to help me with this issue? 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Pr303.

I appreciate your participation in the Forums and sharing that your new Fitbit Alta won't set up. Thank you for trying to resolve this and providing the additional details. I understand how you are feeling and I am here to help. Before considering other options, I recommend confirming our complete troubleshooting instructions at Why can't I set up my Fitbit device?

If the issue persists, please let me know the model and OS/version of your Android phone. I will be glad to assist you further. 

Looking forward to hearing back from you.

[Pr303]

Thanks for the response!

I tried all those troubleshooting steps before and tried them again today.
Still no luck. I'm concerned that my device is actually defective.

My phone model and version number as requested: Pixel 3 running Android 11.

Please advise on whether this is a bug.

[LiliyaFitbit]

Thank you for your reply, @Pr303.

I am sorry to hear the issue persists, thank you for your efforts and the additional details. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon.  

Let me know if you have any questions.

[KPry721]

I am also having an issue getting my FitBit Alta to connect to my Bluetooth or to even set it up via the app. It has been synced to my phone's bluetooth and the Fitbit app on my phone years and all of sudden today it won't connect to bluetooth (it doesn't even pop up as detected) or sync with the app. I tried all of the following below and nothing has worked. There's not even a good way to get a hold of customer support to get some answers. Any help would be greatly appreciated.

1) Disabling Bluetooth and waiting at least 10 seconds before re-enabling

2) Uninstalling the Fitbit app and installing it again.

3) Powering down my phone and waiting at least 10 seconds before powering up again..

4) Enabling all location services/options requested by Fitbit (which I allowed for the purpose of pairing)

[LiliyaFitbit]

Welcome to the Fitbit Community, @KPry721.

Thanks for the details shared in your post and for already trying to resolve the issue. I appreciate your feedback as it helps us to keep improving. I was able to see that you have already contacted our Support team regarding this. If you still need help, please feel free to contact our team back as they have already all the details and special tools to continue assisting you. Click here to get connected with them via chat or phone.

See you around.