Fitbit Charge 4 won't pair with new phone

[AdamvsMaximvs]

Post is probably a meaningless complaint, but there doesn't seem to be any other way to contact fitbit.

Bought a Charge 4 near the end of July last year. Worked fine for the most part. I recently got a new phone and the Charge 4 absolutely refuses to connect with my phone. I've tried multiple device resets, fitbit resets, uninstalling the app and reinstalling.

When I get to the prompt to put in the 4 digit PIN it enters, then the fitbit displays a scrolling 'install or update the fitbit app' and the device will not connect.

Fitbit support didn't offer any alternative suggestions or steps and sent me an email saying 'sorry the warranty is only one year, but we can give you 35% off a new device.

No thanks fitbit. I'm not interested in buying another tracker to have it die in a year and a half. A one year warranty isn't particularly great, but I've got no interest in buying from a company that won't stand behind its products. You've lost a customer permanently and I'll never buy a Fitbit again, or a 'Google tracker' when they inevitably relabel fitbit products as google ones.

Moderator edit: Subject for clarity.

[Odyssey13]

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[LokeAa]

You have disconnected your Fitbit from your old phone in  bluetooth settings?

[hisokap]

i have the same problem on my charge 4, since i bought the S22 few month ago i have never been able to sync the date. I tried all the recommended resolutions but it has never worked once. I am under the impression the problem is fitbit with the S22/Android 13?

[ccoggins · Accepted solution]

I just got a Pixel 7 Pro - I am in the same boat.
I have been trying all day to pair my Charge 4 with my new phone.
I have Cleared the Cache, Cleared the Storage, Uninstalled, Rebooted the phone, and Reinstalled the App. - Multiple Times.

The old Phone does technically still have the Charge 4 Paired with it, but the phone is dead and I can't do anything at this point to remove it from the old Phone.

After I input the 4 Digit PIN my Fitbit also displays a scrolling screen that says "Install or Update the Fitbit App".

Any help would be appreciated.

Hey all,
I think I figured this out.
At least it is working for me now.

In the Android App go to:
Settings > Apps > Fitbit

Force Stop
Go to Storage & Cache > Clear Cache

Force Stop again if it is available to do so. 
If you know how to kill apps by swiping up go ahead and do this or reboot your phone to close all apps.

When your phone comes back on grab your watch and grab the charger.
Hook the watch into the charger make sure it's charging.

Swipe Left on the watch and find Settings

Scroll to the bottom and go to About

Second, from the bottom is Clear User Data

- This is going to unpair the device and clear a bunch of info.

After you do this give the watch a few mins because it is going to reboot itself.

Make sure Bluetooth is On on your Android Device.
Then go ahead and go into the Fitbit app and add the Device.

Now on my Pixel 7 - when I cleared the user data and the watch rebooted - when the watch came back on my Pixel detected this and asked me to setup the watch automatically (your's might do the same) It basically opens the Fitbit app and you go to Add a Device as normal.

Now during this entire time, my watch was saying Download or update Fitbit app and was showing a date in smaller text at the bottom.
I just ignored this.

The phone found the watch, the watch provided me with a 4-digit PIN.
I entered the PIN and it again said Download or Update Fitbit App and I was like "**ahem**!" but then I saw a Check Mark on the watch after a few mins.

Then I checked my phone and everything was paired.

So I am good! 

I really hope this works for you guys as well.

[hisokap]

dang! that worked for me too! i guess clearing the user data on the fitbit side made the difference, thanks!

[ccoggins]

Heck yeah! Nice!

Glad it worked for someone else.

[AdamvsMaximvs]

That worked for me! I suspect the step I was missing was clearing the data on the device.

I'm disappointed that Fitbit support never suggested that after 20 minutes on the phone and their response was 'just buy a new one', and doubt I'd buy another fitbit, but I owe you a big thanks ccoggins. I mostly use my fitbit for calorie counting cardio sessions and this gets it back to doing what I need.

Thanks again!

[ccoggins]

You're welcome!

I'm glad it worked.

Yeah likely you don't need to do all the steps I mentioned but I didn't want to leave it out what I did in case they were required.

The clearing of data on the watch is likely the fix.

Yeah I didn't want to buy a new watch mine was also out of warranty and the Charge 5 is $150.

[RodrigoMFitbit]

Hello everyone. 

Thanks for reaching out about the setup of the Charge 4. I am glad to read that @ccoggins suggestion helped everybody out. I appreciate your feedback regarding support. We strive to improve our products and services, so feedback is always welcome. I wish you happy training with your Fitbit device. Have a nice day!

[Janellemh]

Thank you thank you! I wasn't having any luck getting help with this either and thought I tried everything (I rebooted the fitbit but hadn't cleared the data and that seems to have been the key missing step). I was about to give up on it altogether until I saw your post and it worked. Kind of a bummer I lost all of my data since the last sync but at least the watch isn't shot. I never even got a new phone, it was on the same phone I had been using, but it suddenly refused to pair back in February, I wonder if it was some update issue. Anyhow, THANK YOU!

[NJMurtagh]

Oh man you are a life saver! I've been losing my mind for weeks trying to get mine to pair with my new Pixel. Thanks a million.