Replacement Charge 2 won't pair

[TaraDactyl83]

I recieved my replacement Charge 2 and my LGv30 will not pair with it. My old charge 2 pairs just fine. My boyfriends phone sees the replacement charge 2 in Bluetooth ( unless its seeing my old charge 2? Not sure it can if it's paired to my phone.) updating my phone, rebooting ( many times in between troubleshooting) I have turned off/ Bluetooth , unpaired/deleted old charge, tried to replace old charge with new charge, uninstalled fitbit app, reinstalled app, tried hard restarting new charge but it just shows the setup screen fitbit.com/setup the only thing I haven't tried is logging out of fitbit then back in ( that I know of). I contacted support and they gave me a return label and recommended sending back for a second replacement. I don't really want to wait another 2 weeks . 😭 I don't see why the new one won't pair with my phone while the old one pairs just fine.  

Moderator edit: format

[AlvaroFitbit]

@TaraDactyl83 A warm welcome to our Community! Sorry to hear that you can't setup your new Charge 2. Your phone doesn't show as compatible but that doesn’t mean it won’t work it just means that it hasn’t been tested by our team. You can try going to your phone's bluetooth settings and remove all devices listed there. Restart your phone and restart your device. After this try setting them up again. Also, if you are using an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on.

Let me know how it goes!

[TaraDactyl83]

Thanks so much for the advice, I did unpair all Bluetooth devices and
rebooted my phone. Location is on and battery saver is off. I contacted
support with my warranty replacement ticket and they gave me a return label
and told me to send it back because I had done all the troubleshooting
possible.

[e_nc]

I'm having the same issue and am now on my 2nd replacement Fitbit Charge 2 and can't get it to pair either. I've done all the troubleshooting steps on a Note 8 AND an Iphone 6 and neither will pair with these replacement Fitbits.  I then re-pair my old Fitbit and it works just fine, except the button is flaky which is why I requested the Fitbit in the first place.  Something has to be up with these replacement units.

[TaraDactyl83]

I'm not sure if they are refurbished but if so I dont think they are being
checked properly. IDK. I was told to send my replacement back and wait for
the next steps. So im using my old cracked screen c2 which broke because
the wrist band was faulty and came apart and fell on blue shale rock
driveway. Really bummed. I tried everything with no luck.

[e_nc]

Yeah, I just sent back my 2nd replacement and when they tried to send a
3rd, I asked if they could just re-offer me the credit they initially
offered. I'd hate to be out of pocket more money, but at this point, pay a
bit extra for a new one will probably trump continuing to go through this
hassle.

Moderator edit: removed personal information

[TaraDactyl83]

Maybe true, I suppose if this continues I'll get credit if possible and go
for the c3 if I can afford the difference. I hope to just get back on
track, I have enough on my plate this is just unnessasay stress. Customer
service has been really great though. Won't complain about that, very
prompt with replies and resolve.

[AlvaroFitbit]

@e_nc It's great to see that you've visited the Fitbit Community! Sorry to hear about this issue. @e_nc @TaraDactyl83 since you both contacted Support I would like to know if they replaced your devices? Is the new tracker working fine?

I look forward to your reply!

[e_nc]

I asked for the credit this time but it seems there's a backup so I
received an email that said they'd received my returned replacement (the
2nd one) it'd be 2 days before someone would get back to me. This was on
Wednesday, I believe so maybe I'll get some type of communication today.

[Starfire84]

Ha, maybe they're doing it on purpose to try to get us to spend more money by getting so frustrated we take that deal instead. #rumbledfitbit

[Kmclean1]

Im having the exact same issue with a new replacement Charge 2. The phone can find the FitBit and it's paired ok my Bluetooth but it won't pair with the app. The app says it's found the tracker, the FitBit gives me the pairing code and then it just searches and then says unble to pair. I've done everything the way I should, .running out of ideas now! Any suggestions ? 

[Kmclean1]

Hi, looking for help with the pairing of a charge 2. The charge 2 was received today as a replacement from Fitbit but I can't get the app to pair up with the tracker.

I've removed my old Fitbit from the app and the Bluetooth on the mobile, I can see the new Fitbit on the Bluetooth when I add new device in the account section is finds the tracke, asks for the code to be entered and then won't connect! I've deactivated the buletooth, turned the phone off etc. Any ideas - spent all day trying to get it to work. Thanks 

[HeydyF]

Hey @Kmclean1, welcome aboard! Thanks for trying some tips to connect the Charge 2 that you received as a replacement. Beside that, I'd like you to try the following: 

- Restart your Charge 2 

- Set it up your Charge 2 while is charging

- Take a look at some other troubleshooting in this help article: Why can't I set up my Fitbit device? 

Let us know how it goes! 

[HeydyF]

Hey @Kmclean1, welcome aboard! Thanks for trying some tips to connect the Charge 2 that you received as a replacement. Beside that, I'd like you to try the following: 

- Restart your Charge 2 
- Set it up your Charge 2 while is charging
- Take a look at some other troubleshooting in this help article: Why can't I set up my Fitbit device? 

Let us know how it goes! 

[TaraDactyl83]

Lol I don't know but my LG broke the day my 2 year contract ended and in
some movie they joke about the new iphone comes out today and the guys
iPhone just falls apart in his hand. Lol. Hopefully the replacement of the
replacement will work.

[Kmclean1]

Hi, many thanks for your reply, I have tried all of these things, and it's still not pairing with the app. Have been unable to contact Fitbit on chat. Think this one might need to get sent back. Thanks again for your help 

[Starfire84]

Mine won't even pair with the pebble to send it the code

E Hanley

[Starfire84]

I'm hoping 3rd time replacement lucky at this point. So fed up of waiting
now though.

E Hanley

[christopr1]

I’m having the same issue. I received a replacement 4 days ago and it just does not sync. I’ve tried everything, I’ve tried 3 different devices, iPhone and android. I’ve reset the Fitbit, switched off Bluetooth. Closed my account, reopened an account. It just doesn’t sync at all.  So then I thought I wonder if it’s just the app, or my phone, so I tried to sync my old Fitbit and that synced straight away.....   It seems like there is an issue with the replacment Fitbit’s that have been issued. 

Did you get yours resolved? 

[christopr1]

Oh I forgot to mention, just for your  peace of mind, I spoke to fitbit 3 days about this and went through 1 hour of troubleshooting 🙈.  The adviser I spoke to advised me she would speak to her coordinator who advised her that this is a known issue and it should be back to normal shortly.  When I asked how long, she could not advise me, however that was 3 days ago, so I’m not sure how long this “known issue” is going to take to resolve. If I’m honest, I think the replacements issued are possibly faulty. I’m studying personal fitness, so the Fitbit is quite essential to my assignment.