Can't set up my Charge 5 replacement

[Ragdollfan]

I can’t set up my new charge 5 issued under warranty cos the original was faulty. I have followed the quick start instructions but it won’t show on the app to pair it. I have restarted the ph, the device, Bluetooth, and the app. Nothing is working- please help!!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Ragdollfan. Welcome to the Fitbit Community Forums. It's sad to hear that you cannot set up your Charge 5 replacement despite all the steps you've done so far. I'll be glad to help you!

I've seen you contacted our Support Team after posting here and they have informed you that your case was forwarded to our higher tier of support for further checking. Someone will be in contact with you shortly. Stay tuned to your inbox!

However, meanwhile you get contacted I'd recommend trying the below steps in the order listed (before unpairing your old Fitbit device and setting up the new one, make sure that you've already synced your old Charge 5 *only if you are able to do so* to you avoid any data loss):

• Unpair your old Charge 5 from your phone's Bluetooth and Fitbit app.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your new Charge 5 again.
• If there is no connection, restart your Charge 5.

Hope this does the trick. 

[Ragdollfan]

Thanks, I tried these steps to no avail. Then I watched a few you tube videos on how to add a new device and found I was trying to do it from the wrong icon. So  I’m  very to say it is now paired and working. Thanks again 🤣

[RiekoC]

Hi @Ragdollfan 

Thanks for letting us know that you've got it figured out and your Charge 5 is now paired & working.

[MarreFitbit]

@Ragdollfan Awesome! I'm so glad to hear that you managed to solve the issue.

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members.

Happy stepping!