Samsung Galaxy S9 not Syncing to Zip

[lbarn]

I am unable to get the Zip to sync with phone.  I have uninstalled and reinstalled the app on my new phone, I have taken the battery out and rebooted the zip twice.  I have rebooted the phone,  I have done a force stop.  I have checked my Bluetooth.  On Bluetooth the system says, check settings for the device and try again".   What more can be done.  My Zip worked fine on my old Motorola phone.

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @lbarn.

Thanks for bringing this up and sharing the steps that you have tried to get it to work. I'd like to take a closer look at what is going on and help you get it to sync.

The first thing I'd like to ask if you still have the previous phone. It is possible that the Zip has bonded with the phone. Let's try to follow these steps:

1. Go into the phone's Bluetooth settings.
2. There, look for the Fitbit Zip in that list.
3. Remove it from the list of paired device.
4. Run the set up on your new phone as if it was a brand new device. 

Let me know if you have any further questions.

[lbarn]

I actually uninstalled FitBit on the old phone.  One reason I got a new phone is bluetooth kept dropping everything, so I had to turn the phone on/off and then quickly reconnect Fitbit to bluetooth.  A pain !     Also, I just noticed today that on the laptop PC with the dongle is located it has not updated since I got the new phone.
All Ideas welcome
Laura

[LanuzaFitbit]

Hello @lbarn.

Thanks for getting back to me.

In this case my suggestion is directly on the phone's settings and not on the Fitbit app. Please do give it a try as I think it should work correctly.

Look forward to your reply.

[lbarn]

ZIp is not an app on the old phone anymore, ans when you turn it on and check bluetooth for zip, it fins it, but not paired.
On the new phone, bluetooth finds zip, but when trying to pair the response is check settings for this device.   I have uninstalled app on new phone, and reinstalled, I have put in a new battery on device.    Not sure I understand what you are asking me to do.   Also, how do I get the PC to sync...this has stopped as well.
Laura

[LanuzaFitbit]

Hello @lbarn.

Thanks for that clarification.

In regards to the computer, I'd recommend that you try the steps listed in this help article to get it to sync with it. Having said that you already tried some of those steps to get to sync with your phone.

As for the situation with the S9, could you share some screenshots of the message that you are getting? I'd like to take a closer look to what is going on.

Let me know if you have any further questions.

[lbarn]

I have sent pictures twice...both rejected.  I suspect your system does not allow pictures.  Next idea?     How about a regular email address from you?
Laura

[LanuzaFitbit]

Hello @lbarn.

You should be able to get the picture directly on the Forums by clicking on the Photos button on top of the text field. Did you try to get them into the post like that? Check the picture below for reference.

Look forward to your reply.

[lbarn]

There was no "picture below"     I have no idea what you mean on forums.   Can you please not make my life so difficult.  I do not know how to take a picture of my new phone with my new phone...so I have to drag out the old phone to take a picture and then download.   So I have 3 jpegs...and I have sent 3 times in this email reply and the email has been rejected.   Please be very specific as to how to post...you lost me at forums.
Laura

[LanuzaFitbit]

Hello @lbarn.

Our support team will be getting in touch with you about this situation. Be sure to keep an eye on your email's inbox, also the spam and trash folders in case it is filtered over there. They will be happy to help you figure out what is going on and how to move forward.

Feel free to reach out with any further questions.

[lbarn]

I think I figured this out...I was able to post pictures on YOUR APP...I was trying to use email.  It would have been helpful to be more specific.
Laura

[lbarn]

Your unsatisfactory solution was to simply buy a new Zip.   Your "discounted" price was the same as I could find anywhere on the internet.  I sent a note back in the email service review form, and of course I did not get a response.  Your service is horrible.

[AlvaroFitbit]

@lbarn sorry for the miscommunication and for the delay in my reply.

You started mentioning that you had issues syncing your Zip. This was resolved when you restarted the Bluetooth on your phone. When you mentioned that you couldn't share pictures it was assumed that it was here but you already contacted Support (or it sounds like you did) and you were trying to send them an email with pictures. Both platforms and teams are different so the instructions might not be the same. Still we appreciate your effort and that you could solve this issue. 

Finally regarding the discount Support does follow the guidelines listed in the warranty so if your device is outside the warranty period they won't be able to replace it. This is why they offer a discount to help customers in this situation. Still thank you for sharing your feedback.

Let me know how it goes.

[lbarn]

The issue was never resolved.  I could get bluetooth to work, if I rebooted the zip battery (take out battery and put back in after 10 sec).  I had to do this every time I wanted to sync.  This is not how your product is intended to work.  There was not a thing wrong with my Zip, until the new phone, so this was more likely a solvable issue had someone taken some time.  Instead I'd get an email, respond immediately, and then 24 plus hours get a follow up.  I got a phone number and told to call at 2:00AM  PST !   I finally found another number, and no one took time with me, they just said they wanted me to buy a new ZIP and that I was getting a terrific discount.  That too was just bad service.  The price was the same as I could get most anywhere on the internet.    I can appreciate a warranty, but never once did anyone actually try and solve the problem.   
On the product front, apparently your market is wearable s with people who wear athletic wear all day. I prefer a dress watch with my business attire, hence why I liked the Zip.   Too bad Fitbit has chosen to abandon this market.
I am still a very unhappy customer, no problem solving skills, and no real discount on a new purchase.  Until that gets resolved, I will not be happy nor make any recommendations.
L

[finsmom7]

My zip does not show up in my paired devices.  It takes several scans for it to even show up as an available device.  Then when I try to pair it, it says couldnt pair.  Check settings for the zip and try again.  I've talked with customer support several times just this week (just got my zip last week).  It will not sync with my phone or does sporadically.  Most times only after removing and reinserting the battery.  Ive uninstalled the fitbit app and reinstalled it.  Ive done force stop with it.  I'm at my wits end.  I am supposed to be using the fitbit as part of a program with my health insurance and it's not working.  What can be done?

PS I have the most updated fitbit app on my phone and my phone is up to date on updates.

[lbarn]

Not sure why this was emailed to me.  I just read this as someone with a similar problem, and equal frustration with no results.
L