Can't set up my Charge 5 with a new phone

[Anvica]

Hello,

My phone screen is broken and I can't access it. I'm using a different phone, but I can't pair the Fitbit Charge 5 because it says it's paired to another device.

Is there a way to unpair it from the broken phone?

Regards.

Moderator Edit: Clarified subject

[RiekoC]

Hello @Anvica 

Is your broken phone turned off? If not, that could be a reason why you're having problems connecting to the other phone. Try turning off the power and see if you can connect the Charge 5 to the other phone.

[Anvica]

Hello,

We think it's off now, but I still can't pair the Charge with the new phone, we've tried other phones too and nothing. Is there a way to disconnect it from the watch?

Thank you for your help.

[RiekoC]

Hello @Anvica 

Thank you for letting us know that the broken phone should be off now.

Since you can't get the Charge 5 to disconnect from the broken phone, it might be best to contact Support (<-- click link) and see if they can help you get connected to your new phone.