Can't pair Charge 5

[Krond]

Hello.

So I went around a little collecting hints and stuff, and I don't know how to make it work.

1. I disconnect all other BT devices from my phone, turning BT off/on.

2. I'm resetting Charge 5 with 3 button pushes.

3. I'm initiating device pairing by app/linked/add device. Moving through all confirmations.

4. App requests PIN, device shows PIN.

5. Inputting PIN, App starts pairing.

6. Device swtiches to "Pairing" - "B" letter and blue circle progress.

7. In a few moments App reports: "Something went wrong. An error occured. Please try again. <Exit> <Try again>".

After that device is shown as paired in App, but device still shows unpaired status, wrong time, and date: March tenth 2024. It still insists pairing is required. Paired device in App can't sync.

Can anyone help with that?

PS: The weird thing - I can't include the date as it is, community higlights it with:
The message body contains XX-XX-XX, which is not permitted in this community. Please remove this content before sending your post.

Edits:

1. FW version: 57.20001.188.58

[MarreFitbit]

Hi there, @Krond. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that you are still having issues setting up your Charge 5. I understand your concern, I will do my best to help you with this!

To better assist you, please confirm that you've tried all troubleshooting steps provided in this help article Why can't I set up my Fitbit device?

[Krond]

Yes, tried everything from that list.

[MarreFitbit]

@Krond Thanks for getting back and for confirming that you've tried all troubleshooting steps I recommended. 

To better assist you, I suggest reaching out to our Support Team who will be able to take a closer look into this issue and provide further help. This form is only meant for you to use. Click here to get access to it. 

[Krond · Accepted solution]

And after speaking to Tier 2 support the problem was obvious: Time zone issue. Ukraine timezone (Europe/Kyiv) is not supported — up to the point sync breaks when it's selected in user profile. To solve that (copied from email):

2. Correcting Timezone Settings

We noticed the customer's account information shows a potential conflict: the Timezone is currently set to Kyiv, Ukraine, and the Location is set to Europe. This time zone discrepancy can prevent successful syncing and pairing.

Please follow these steps to manually correct the time zone in the Fitbit app:

1. From the Today tab in the Fitbit app, tap the profile picture (or devices icon).
2. Tap Fitbit Settings.
3. In the "App Settings" section, tap Date, time & units.
4. Tap Time Zone.
5. Turn off the Set Automatically option and manually choose the correct time zone for their current location.
6. Sync the Fitbit device.

Correct time zone would be anything that works for you from EET/EEST: https://www.timeanddate.com/time/zones/eest

PS: Kudos to Marre for support!

[Krond]

Found my old reply for reference: Europe/Kyiv was working, but yielding GMT +0.

https://community.fitbit.com/t5/Android-App/Wrong-Kyiv-time/m-p/5562033