Previously working device stopped syncing, now won't pair

[katannepoet22]

I have a Fitbit Charge HR, and a Moto G7 Play with Android version 9 that were working fine together for months. It stopped syncing, and after trying all the troubleshooting suggestions, I gave up and removed the device. Now it won't pair in device setup. All stand-alone functions of the watch are working well, and nothing seems wrong with the phone or app, either.

[Julia_G]

@katannepoet22 , unfortunately removing the device from the app when it won’t sync is almost always a bad idea.  I appreciate this info wont help you now, but is good advice for anyone else reading this thread... Whatever else you try, don’t try that!  Instead you should try to set it up as a new version of the same device.  You will get a message saying “You already have X Fitbit on your account, do you want to replace it?”. You can say “yes” and continue.  If it fails you are no worse off than you were, and if it succeeds you are back in business!

At this point really the only advice is to return to the troubleshooting and hope you can get it connected again.  So, the order in which I would try it:

1. Restart Charge HR and try the set up.  (Maybe repeat this a couple of times.)

2. Log out of app, log back in again and try the set up (make sure you know your email and password)

3. Delete app and redownload and try set up.

Rinse and repeat!

If all else fails, you might think about upgrading.  My Charge HR was my first Fitbit love, but I can really recommend the Inspire HR, and, if you have the budget for it and want a smart watch, there’s the Versa.

If you want to stay in the Charge series the discontinued Charge 2 might be available in some places, or the Charge 3 - if you don’t want to splash out on the new Charge 4.  I personally would not go for second hand one, because I think it really matters how well it has been looked after.

Please let us know how it goes, and I am sorry not to have a better “solution” for you!   Welcome to the forums!

[katannepoet22]

Thanks, but I've already tried all those suggestions. Unfortunately a new device won't be in the budget (the only reason I have this one is that it was given to me). So I guess I just have a tracker that doesn't connect to anything now, oh well.

[Rich_Laue]

I'm hoping you are not trying to pair the tracker @katannepoet22 

https://help.fitbit.com/?q=setup 

Swipe Fitbit out of phones memory. This will not stop the Fitbit app. 

Have you removed the tracker from your phones Bluetooth? The app needs it removed before the app can find the tracker. 

Have you updated the Fitbit app? 

Through the phones setting, apps, Fitbit, stop the Fitbit app. 

While there go to storage and clear cache.. 

Now let's try the setup again. 

At what step does it fail and do you see any error messages? 

I agree with @Julia_G. if the app can not find the tracker to perform a sync, how is the app going to find the tracker to set it up? 

[Julia_G · Accepted solution]

@katannepoet22 , you definitely have made it harder by removing your Fitbit from you account, but just because it did not work the first time it does not mean it won’t work ever.  Just because you say you have “tried everything” it does not mean you have tried it all in the right order, so please just bear with us.

If you want help, then there are folks here that will keep trying to work with you until you get going, but you need to work with us and be really specific about where you fail.

So, first, go into your phone’s bluetooth settings (not the Fitbit app) and see if your Charge HR shows there.  If it does, remove/ delete / forget it.  As you have removed it from your Fitbit app, you also need to make sure you have removed it from your phone’s bluetooth settings.  Is it gone? 

Once it is removed from your phone’s bluetooth settings, turn off your phone, wait a minute or two and then restart the phone.

Next, delete the Fitbit app on your phone, then turn the phone off, wait a minute, and then restart the phone.   Next re-download/ re install the Fitbit app and log in again. 

Then restart your Charge HR.  I am assuming you know how to do this, but if not ask for instructions.

Okay, having removed the Charge HR from your Bluetooth, redownloaded the app, including turning off and restarting the phone inbetween and restarting your Charge HR you should now have a completely clean re-install.  But please don’t skip any of those previous steps or say you have already tried that... Just do it now all over again.

When you have done all that...

Next make sure all other bluetooth devices, any other Fitbits, old phones, etc are out of Bluetooth range (at least 30 feet away) or turned off.

Now that everything is complete and clean, In the Fitbit app, log in and go to “set up a new device”, choose Charge HR from the list.  The app will try to find your Charge HR.  If it doesn’t find it in a few minutes, restart your Charge HR again.

If you have followed all these instructions, and it still does not work, come back and tell us exactly what you have done and exactly where you got stuck, including any error messages or where the hang up is.

If your Charge HR used to work with your phone, and still seems to be functioning, then hopefully we can get it going again!

[katannepoet22]

OMG, thank you so much! It's working again now! I had done all those things, but not in that order. I think I didn't have the app and device fresh at the same time before, and i was ready to give up. Again thank you so much!

[Julia_G]

I’m so glad that worked and your old Fitbit friend is back with you again!