Mobile compatibility

[Alser]

Does anyone know the minimum requirements for mobile compatibility?

I have a HTC ONE S, the latest app won't allow me to sync with any fitbits, my wife's phone connects but is not on the supported list.

So is the supported list out of date, or is there a minimum requirement for Bluetooth and Android versions.

Al...

[SteveH]

Bluetooth 4 Low Energy seems to be a requirement but it's not clear if there are others.

Being on the list of supported devices means that it has been tested by fitbit and proven to work.

Not being on the list could mean that it doesn't work or simply that it has not yet been tested. So, it may or may not work.

[Alser]

Thanks for the reply steve, the phone i have has worked with previous apps the bluetooth is version 4 and i can search and see both my wife's and my daughters fitbit through bluetooth, but the app itself wont even let me try to search, its like the app has locked it out, or it wont try unless specific requirements are met, so for every device it tells me to setup through the website.

I dont really want to go and buy a new mobile phone if its not going to work, which is just making it more expensive to have a fitbit

Al....

[ErickFitbit]

@Alser It sounds like you're attempting to pair the Fitbit tracker via the traditional method of going through the phone's "Bluetooth" settings page. Fitbit trackers are set up in a not-so-traditional method where the pairing process is done through the app itself. Give these instructions a try and let me know if that helps to get you set up.

[Alser]

Thanks for the reply Erick, the actual app wont allow me to sync at all, i think this facility has been disabled for older versions of android, after a few emails back and forth i have been told that Android versions 4.3 and higher work better, my version is 4.1.1, this leaves me to think that it has been disabled in the app due to being an older version.

This phone has worked with the previous apps and fitbit one (when my wife had the phone), now it doesn't, basically its not backward compatible, exactly the same reason they stopped supporting windows 8.1

If i knew this before buying a fitbit, i wouldnt have bought one, especially not the surge. it seems the deal is move forward with us or be left behind.

And to top it off, support cant even acknowledge the fitbit i actually have, i have a surge, eventually i gave up and used my son's tablet to sync to the fitbit, the tablet see's it as a surge, when i check the app on my phone (which can only pull down preaviously uploaded data) it says its a surge, also when i go online (like now) the account shows me i have a surge, so why does the support think i have a charge 2 linked to my account?????

I created this account and have only ever linked the surge to it!!

I am left dissapointed and have no faith in tech support if they cant even check my account properly.

Anyway thanks for the reply Erick

[JonnyDrama]

Is there anyword on an updated / overhaul on tge compatibility front it seems 2016/17 phones are being missed... major issues with some big brands missing several products

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@SteveH wrote:

Bluetooth 4 Low Energy seems to be a requirement but it's not clear if there are others.

Being on the list of supported devices means that it has been tested by fitbit and proven to work.

Not being on the list could mean that it doesn't work or simply that it has not yet been tested. So, it may or may not work.

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[Katebob66]

I have just changed my phone from a compatible Sony Xperia Z2 to the bestselling Huawei P9 Lite. I'm unable to use the app and have had an appalling reaction from Fitbit who told me that it's my fault for not checking the small print buried in the terms and conditions on the app! I checked on Carphone Warehouse and of all the 52 Android handsets on sale only 4 were on the supported list.  The packaging clearly shows an Android logo- there is no indication that it is only a small selection of premium phones.

I have already raised this issue with John Lewis and now plan to alert BBC Watchdog and Trading Standards. 

[SteveH]

@Katebob66 what fitbit model do you have?

I've just checked the outside of the box for the Charge 2, Blaze and Flex 2 and they all refer to the list of supported devices at www.fitbit.com/devices

I might agree that things could be made clearer but we need to do our homework too when buying technology.

[Katebob66]

I have the Flex 2, my husband bought it as a Christmas present and did
check that my old Z2 was compatible. The packaging does have that link on
it but it doesn't say explicitly to check that link or that only a tiny
minority of Android phones are compatible.
Once you ​start using the app there are no reminders to check compatibility
before upgrading your phone. Every other app I have works fine!
Maybe I should have checked more carefully but I just assumed that it would
be a few outdated models that might have an issue, not more than 90% of the
Android phones in the shop!
I'm fed up with the appalling uncaring attitude of Fitbit towards the many
customers who have this problem. We all get the same response to keep
checking back, so at the very least I want to stop other people making the
same mistake!

[Alser · Accepted solution]

Support told me that Bluetooth 4 is required and a Minimum of Android V4.3 has a better chance of working.

[Alser]

I think its disgraceful that a company this size obviously pouring money into the technology behind the fitbit, cant actually get it right for the end user.

----They need to take a step back and sort out the issues for the end user----

What's worse is that previous devices that worked on older fitbits are being phased out due to minimum requirements for newer fitbits therefore forcing you to update your technology, so the latest fitbit also costs you a new device for syncing.

It is the same with regards to windows 8.1, lots of people didn't update to windows 10 because of the security issues and/or the software issues like locking up, blue screen of death, slows the machine down, unresponsive start menu, again withdrawing support for windows 8.1 and forcing people to upgrade for compatibility even though the actual hardware doesn't change.

If I had known any of this before buying I would have bought from a different company

[Katebob66]

Hi Alser, My Huawei has Bluetooth 4.1 and Android 6.0 yet doesn't pair. The compatibility issues are obviously more complicated than just needing minimum requirements as I assumed that buying a new model of phone with more up to date Bluetooth and Android would be fine.

There seems to be a problem with Bluetooth 4.1 whereas 4.0 and 4.2 do work.  

For my part I am very grateful that my (very large)retailer has offered a full refund, hopefully they'll put pressure on Fitbit to sort this out.