Won't pair with Samsung galaxy S6

[Clo10]

I got a new phone recently and ever since my Surge will not work! The time is wrong and it would not sync. I did everything to try and fix it. I've now deleted the Surge from the app to start again, but now it won't even pair with my phone. It was fine with my old phone. What am I doing wrong? It's so frustrating. My phone is a Samsung galaxy s6 edge. Thanks!

[LanuzaFitbit]

Thanks for stepping into the Forums @Clo10!

There is one more step that you might not have tried that could definitely help in this situation. Please try the following steps:

1. Open the Bluetooth settings of your S6 and look for the Surge as a paired device.
2. Remove the Surge from that list.
3. Open the Fitbit app and go to the account tab.
4. Tap on 'Set Up a New Device' and then follow the steps on the screen. Your Fitbit should start syncing and updating.

Please try that and let me know how it goes. 

[sisterparker40]

I tried all the steps you mentioned and mine still will not pair. I have the same problem.

[Clo10]

I solved this myself in the end. I deleted my Surge from the app, tried setting it up again and it would find it but not connect. I deleted the app and turned my phone off. I turned my phone back on again after about half an hour, the reinstalled the app. I tried connecting my Surge again and this time it worked. Double check that the bluetooth is paired too 🙂 hope that helps!

[LanuzaFitbit]

Hey @Clo10 and @sisterparker40.

@sisterparker40 Please try what @Clo10 mentioned. Perhaps that could work to get your Fitbit to pair. Additionally, are you also using a Galaxy S6? If not, what mobile device are you using.

Feel free to let me know if you have any further questions.

[sisterparker40]

 Yes, my phone is galaxy S6. I have tried @Clo10's advice, to no avail. My fitbit last was able to sync July 21. I feel I have tried everything.

[LanuzaFitbit]

Hello @sisterparker40.

Thanks for letting me know that you have already tried those steps.

I'd like you ask you a couple of questions before determining the best way to move forward:

• Are you getting any error messages when you try to sync?
• Do you have any other device you could try to use to sync your Surge? This would help find where the issue is.

Look forward to your reply.

[sisterparker40]

Thanks for checking back with me. I am actually using a Blaze rather then the surge.

I do not get an error message. It just keeps searching for the fitbit and times out. When I check my Bluetooth connection the blaze shows up as a device.

I will see if I can find another device to see if it will link.

[LanuzaFitbit]

Hey @sisterparker40. I apologize for the confusion. Thanks for pointing it out to me.

Please do try to get access to another device or even a computer. If you can try it on a computer, preferably a Windows 10 one, try to download the Fitbit app from the Windows store or download Fitbit Connect from our website.

Please let me know how it goes.

[sisterparker40]

Good news! My Blaze now works. My three year old daughter was playing with my fitbit and somehow now it works. So the bad news is I have no idea how she "fixed" it. Just happy to have it syncing now.

[LanuzaFitbit]

Hello @sisterparker40! 

Wow! That is certainly something. Perhaps we will have to look into having your daughter as a consultant from time to time. (I'm only joking).

Glad to know that everything is in order now. Perhaps she restarted the device or something along those lines. 

Let me know if you have any further questions.