New Alta won't Sync, Display won't Work

[RoxyBee]

I just received an Alta as a gift. I have fully charged it, and replaced the One device on my account with my Alta. I can synch at desktop but not my Samsung.  Biggest issue is that I cannot get a display on the face....does anyone have suggestions other than reinstalling (done), recharging, (done). Thank you!

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @RoxyBee.

Thanks for bringing this up and sharing all of those steps that you have tried to get your Alta to work.

In this case I'd like to ask some questions:

• When you plug it to the charging cable, does it vibrate?
• Does any information sync to your account when you sync with your computer?
• Do you get some sort of error message when you try to sync with your phone?
• What phone is it?

I look forward to your reply.

[RoxyBee]

Thank you for your response! No, the Alta does not vibrate when plugged in to charge. The display will light up with the fit bit logo, then briefly display the number v.21.40.02 and show level of battery charge. It did display log in codes during set up. I wore it for 14 hours and when I synced to my main computer it has not collected any data.Sent from my Verizon, Samsung Galaxy smartphone

[LanuzaFitbit]

Hello @RoxyBee.

Thanks for your quick reply.

I have reached out to our support team so that they can get in touch with you about the situation with your Alta. They will be more than happy to assist you so please keep an eye on your email's inbox, spam and trash folders for their mail.

Let me know if there are any other questions.

[RoxyBee]

Thank you so much for your assistance!

[LanuzaFitbit]

Hello @RoxyBee.

You are very welcome! 

If you have the time, be sure to visit one of our Discussion boards. Lots of different topics to talk about with other users, maybe something will pique your interest.

Let me know if you have any further questions.