Syncing difficulties with Charge 2

[Jackie0460]

Since the latest app update I have been unable to get my charge 2 to be registered by the app. I've reinstalled the app several times and even reset my charge 2 a few times too. The app finds the device but won't connect or sync 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Jackie0460, welcome to the Community Forums! 

Thanks for bringing this to my attention and for troubleshooting your device prior to posting. To better assist you with this, can you please let me know which mobile device are you currently using? If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device that's preventing the syncing procedure to be completed.

Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. 

Keep me posted.

[Jackie0460]

Hi I'm currently using a Samsung Galaxy A20e. I've checked that my charge 2 is unconnected from my old device and made sure that the app and details have been removed too. 

Thanks for your reply and anymore help will be greatly appreciated.

[RicardoFitbit · Accepted solution]

Your reply and update are appreciated @Jackie0460.

Thank you for sharing that information with me. Keep in mind that the Samsung Galaxy A20e is not listed as a compatible device with our products and services, therefore, you may experience certain connection difficulties with your device. Even though this compatibility concern can affect you, please try the following steps:

1. Restart your Charge 2.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the Samsung Galaxy A20e is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Charge 2 as a new device.

Keep me posted and let me know if you have any additional questions.

[Jackie0460]

Hi, just an update on the A20e situation. I logged back in on my old Samsung device and reconnected my charge 2 to that device. Then I logged out of the old device and relogged in on my A20e samsung. It now syncs with no problems. Thanks for your help

[RicardoFitbit]

Your reply is greatly appreciated @Jackie0460,.

I'm really happy to know that your issue was resolved and that your Charge 2 is syncing again with your Samsung Galaxy A20e. Please do not hesitate to contact me back if you require further assistance or if you have any additional questions for me to answer, I'll be here.

I want to suggest you to visit our discussion forums and participate! There are several users who are interested in fitness, healthy eating, better sleep, among others. I'm sure that they will be happy to meet you there.

It was a pleasure to help you!