New Charge 3 won't pair with app

[SunsetRunner]

I got a new charge 3 and I have the app in my phone but the new charge 3 will not pair with my samsung galaxy s7.

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @SunsetRunner. Welcome to the Community Forums. I'm sorry for the delayed response.

It's great that you got a new Charge 3, and thanks for your efforts while trying to set it up. I confirmed that your Samsung Galaxy S7 is a compatible device with the Fitbit app, so let's work on the set up process together. First of all, make sure the Bluetooth and location services are on in your phone. Then, please try the following steps:

1. Remove any device that is in your phone's Bluetooth settings.
2. Turn off other Bluetooth connections that are nearby.
3. Uninstall and reinstall the Fitbit app.
4. Reboot your phone and restart your Charge 3.
5. Open the Fitbit app and try the set up process one more time.

[SunsetRunner]

Hi

No I am sorry to say but nothing worked and I have tried everything.

😕

[LizzyFitbit]

Hi @SunsetRunner. Welcome to the Forums. I'm sorry for my delayed response.

Thanks for your efforts while trying the steps posted above and I'm sorry that they didn't work on your new Charge 3. Since we've exhausted our troubleshooting, I've requested a case on your behalf so our Support team can take a deeper look and give you a hand. They'll contact you back via email, keep an eye on your inbox.

[AldaIsk79]

Hi 

The charge 3 isn't still paired with my phone .

[LizzyFitbit]

Hi @AldaIsk79. Welcome to the Community Forums. I'm sorry for the delayed response.

Thanks for letting me know about your Charge 3 and let's work together to get it paired correctly. First of all, please confirm if you've tried the steps posted above. If not, I'd recommend to give them a try to connect your tracker. Make sure the location services are enabled and the Fitbit app is allowed to run on the background.

If the issue persists, let me know your phone's model and Android version. These details will help me to further investigate.

[AldaIsk79]

Hi

I have tried everything it still won't pair.

[LizzyFitbit]

Hi @AldaIsk79. Thanks for getting back.

I appreciate your efforts while trying the steps suggested in my post. Since the issue persists, please provide me with the following information so I can further investigate:

• Your phone's model and Android version.
• Was the Fitbit app allowed to run on the background?
• Do you see an error message displayed on the app when trying to set it up as a new device?