Unable to set up Charge 2 on Samsung Galaxy S7

[Lolarose50]

I cannot connect my charge 2 to galaxy s7, get as far as 4 digit pin then only says connecting.... tried on partners iPhone and iPad and same conclusion yet he could connect his charge 2 straight away! So annoying! Any suggestions?? 

Moderator Edit: Updated Subject For Clarity.

[RobertoME]

Hi there @Lolarose50, welcome aboard to the Fitbit Community! How it goes so far, is the issue still persisting?

Make sure your Bluetooth is enabled in your Android settings. Bluetooth also must be enabled within the Fitbit app. You can check this by tapping the menu button and selecting Device Settings. 

Once you have verified the Bluetooth above please try the following steps: 

1. Reboot your Android device. 
2. Uninstall and reinstall the Fitbit app and try setting up again.

Hope this helps. Keep me updated how it goes.

[Lolarose50]

Hi, thanks for reply

It only says advance settings and no mention of Bluetooth.

I've tried uninstalling, resetting, Bluetooth off and on, phone off and on and nothing works 🙁

[RobertoME]

Hi there @Lolarose50, certainly this is not a normal behavior. Are you able to try with a computer or a different Android device?

If you are, please try to restart your tracker a couple of times in a row:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your Charge 2 will begin charging.
4. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
5. Unplug your tracker from the charging cable.

Once you have finished the restart, please read the following post to learn more about setting up with other devices: How to set up your tracker.

Don't forget to let me know if this was of your help. If not I would be happy to look other alternatives for you.

[Lolarose50]

Hi

I've tried everything you have suggested and nothing works, only ever get to pin number then just constantly connecting then says try again, totally frustrating. 

[RobertoME]

Hi there @Lolarose50, thank you for keep me posted. I was happy to reach out to our Support Team for additional help and they were able to confirm that they're currently working to reach a resolution with you.

I recommend following up with them and then letting me know how it turns out.

[Lolarose50]

Thank you

I have now posted it off to The Netherlands with a case number so hopefully it will get sorted 🤞

[RobertoME]

Hello @Lolarose50, I'm glad to hear that! You'll see in no time you will be back on track. 

For more questions just let me know. See you until the next time.