Problems setting up Charge 3 on Android

[eleanor88grace]

Hi there – have just bought a Charge 3 and am trying to set it up on Android. I've downloaded the app but every time I select "set up your fitbit charge 3" I never get beyond the "please wait" screen. I had another device a couple of years ago so have deleted it from my account, but that doesn't seem to make any difference. Any thoughts? Thanks! Grace 

[ashwolve]

@eleanor88grace Hi and Welcome - can you confirm you already have an account and it is logged in have you completed the first charge of your device - a full charge will take about 2 - 3 hours try this before attempting to set it up as it may not how the power to see scans from Bluetooth yet - if so is the location allowed for Fitbit and active on your phone? - have you gone to devices in the app and clicked on add you should get the option if you already have a device on there to replace or add new device - select the charge 3  then set up your Fitbit - (ensure your phones Bluetooth is on and able to scan then follow the instructions - is your charger plugged in and attached to the device?

maybe this video will help - forward to about 2 mins 40 https://www.youtube.com/watch?v=GiPlZYZSE0A

Kind Regards

Wayne

[eleanor88grace]

Hi Wayne, thanks for your help. I already have an account, and the app is set up fine. My Fitbit is plugged in and charging, currently at 90% battery. My phone's bluetooth is on, but isn't recognising any nearby devices, which suggest that the fitbit isn't sending out a signal...? I've clicked on devices in the app, and selected the option to set up the charge 3, but it's still just leaving me on a "please wait" screen rather than giving me the option to set up the fitbit. 

[ashwolve]

@eleanor88grace Ok now that the device is on and charging have you turned Bluetooth off and then back on again to see if it will force another scan on a clean sheet so to speak - if it is still not recognised you may have to restart your device to do this try the steps in the following article

This Article as this may also help

I think at this moment it is waiting for your phone to recognise the device 

if this fails, have you a laptop/desktop you could set it up on until the connections get sorted

and if all else fails I can only suggest giving support a call the phone number will appear once the office is open (usually 0800 - 1900 Mon-Fri and 1000 - 1700 weekends in the UK)

Customer Support UK

This is for the UK but should you need to change country scroll to the bottom and look for United Kingdom with a down arrow next to it and click on the arrow now you can select your relevant country and the page will refresh

im just about to go out for a bit but will check in again when I get back (maybe 2 hours ish)

Kind Regards

Wayne

Edit 1 - @eleanor88grace did you manage to get this issue sorted and have managed to set up your device or have you had to get further diagnostics from support?

Regards

Wayne

[eleanor88grace]

Hi Wayne, thanks again for your help – it's sorted now! I contacted Samsung customer service who helped me reset my Bluetooth, and now the fitbit is connected. 🙂 

[ashwolve]

Your Welcome - glad you got it sorted and hope you enjoy achieving your goals

All the best

Kind Regards

Wayne