New Charge 3 will not set up

[ashleynsmith872]

I just bought the charge 3 to update from my flex. It will not even set up. I have tried all the things people have suggested and even went as far as to attempt to set up a whole new account. It finds the device and gets as far as to attempt to update but thats as far as it goes. I have attempted to restart my bluetooth, restart my phone, uninstall the app, and clear all data. Nothing is working and I am to the point to send it back and go back to the original flex since at least it worked.

Moderator edit: Clarified subject

[ducky1]

i had the same problem but not a new charge 3,,,it had been syncing without issues then al of a sudden last week it quit syncing...i too did all the things suggested and then finally waited to do a chat session with the tech people...they walked me through a multitude of things and then when nothing worked, they said my tablet and phone were not on the compatable list any longer.  "there had been an update" and since then apparently if not a compatable device you are out of luck.....so there you have it...thanks a million...am I right?!

[Lilbiddy]

Hi @ducky1, is that right, they not only use the excuse that your phone etc. isn't on the list but also randomly take stuff off the list?  And it's still our fault when their (insert expletive) doesn't work.

Definitely not going to update with any of fibbit's gear.

[ashleynsmith872]

Yea thats what they told me when i called. So since i had been needing a new phone anyways i went and bought one but that has done me no good. It still will not connect.Sent from my Samsung Galaxy smartphone.

[LanuzaFitbit]

Welcome to the Forums @ashleynsmith872 and @ducky1. Hello @Lilbiddy.

@ashleynsmith872 and @ducky1 Thanks for trying all of the steps that have been recommended.

@ashleynsmith872 What phone is it that you have at the time? I'd like to help you figure out what is going on.

In the meantime, please try to follow the steps listed in this help article:

1. On the phone: after seeing the Not Working screen, select "Try Again"
2. On Charge 3: open Settings > About > tap "Reboot Device"
3. Wait for "Found your tracker" screen on phone 
4. Enter the 4-digit code and complete the pairing sequence

@ducky1 Phones are not removed from the list once they have been added. What phone are you using?

I look forward to your replies.

[ashleynsmith872]

I had a galaxy s5 but it would not update to the current version and kept crashing on me so i went out and bought a brand new galaxy s7 and it still wouldn't work.Sent from my Samsung Galaxy smartphone.

[LanuzaFitbit]

Hello @ashleynsmith872.

I apologize for the delay in my response. Thanks for trying those steps and even getting a new phone to try to run the setup.

Thanks for letting us know about this issue. We’re aware of it and are working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.