Charge 5 is locked

[Offworld]

My practically brand new Fitbit didn't track my sleep, which was odd, but then I realized it has not been syncing with the app today. 

Restarted phone.

Restarted Fitbit.

Force quit app.

Tries to reconnect through the app.

I get an error that says:

"Cannot Pair

This device has been locked and cannot be paired. This may happen if a device is reported lost or if a warranty replacement has been issued. If you believe this is in error, please contact Customer Support."

What gives?

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Offworld  "practically brand new" ? Does that mean you purchased it second hand? If so, you might want to talk to the one you got it from. 

[Offworld]

Nope. Purchased directly from the Google Store less than 2 weeks ago 

[Odyssey13]

@Offworld  try customer support. They should be able to help you.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[SandyKG]

same with my brand new charge 5 AND my husband’s year old charge 5.  I’m convinced the latest release is the issue.  Need to know when a fix will be released.  

Moderator edit: format. 

[Offworld]

Right. Unfortunately everything I've read with people having similar issues seems to be the same story. Little to no support from Fitbit, and never a happy ending. 

[LizzyFitbit]

Welcome to the Community, @Offworld and @SandyKG. @Odyssey13 Thanks for your awesome help.

@Offworld and @SandyKG Thanks for letting us know about your Charge 5. I understand where you're coming from and I'm sorry for this inconvenience. This isn't the experience that we want you to have, and I requested a case on your behalf so you can receive further assistance. Our Support team will send you an email with more information, keep an eye on your inbox.

[Offworld]

Thank you, I appreciate that.

To everyone else, I'll be sure to update on the resolution if one is reached. 

[LizzyFitbit]

@Offworld It's good to see you here.

You're welcome, and thanks for keeping us posted. I'm sure they'll continue helping you, so please keep an open communication with them.

I hope we can get you back on track soon.

[HornsbyEileen]

The same thing has happened to me. I live in Australia. Whi can help me?

[Offworld]

I still haven't had anyone reach out, but it's Sunday (here anyway) so not expecting anything until at least tomorrow. 

[Dogoscar]

Same thing happened to me. My Fitbit charge 5 was not able to sync ever after it was updated to the most recent firmware. Can someone help me? 

[SandyKG]

They replied to me and sent me to this link. Basically you need to ‘unpair” your Fitbit from your phone and the “pair” it again.  It worked for me with my IOS and my husband with his Android.  
hope this helps. 

https://help.fitbit.com/articles/en_US/Help_article/1866

[SandyKG]

https://help.fitbit.com/articles/en_US/Help_article/1866

they sent me this link. 
basically you need to “unpair” from your phone and then “pair” again. 
hope this helps.  
I know how frustrating this is with these expensive devices. 

[Offworld]

Appreciate your help Sandy, and I'm glad this worked for you.

Unfortunately for me, my phone is already unpaired from my Charge 5 and trying to pair it again only gives me a notification that my Fitbit is locked and can't be paired. I've tried all the steps in the troubleshooting you linked. 

 

 

[SandyKG]

I’m sorry. I was hopeful this would work for you as well. I’m not sure why they’re not getting back to you.  I received my reply on Saturday. 
I suspect they have no idea how to fix your issue yet.  Perhaps their developers are still combing through code to see what happened with that last release.  

[LizzyFitbit]

Hi everyone, and welcome to our new members.

@HornsbyEileen and @Dogoscar Thanks for joining this thread and your efforts while working on this matter. Because your posts didn't mention, may I know if you're getting the same error message saying your trackers have been locked? If that's correct, please let me know the model and OS version of your phone so I can investigate.

@Offworld Thanks for keeping me posted. I understand where you're coming from and I'm sorry for this inconvenience. I went ahead to check your details and it seems your case is under review. Rest assured your case is in good hands and they'll get back to you soon with more information.

@SandyKG I'm glad yours and your husband's trackers are syncing well, and thanks for sharing the steps that worked for you. I hope both of you can keep crushing your goals!

[Offworld]

Okay, I feel like I've been pretty patient. But I still have yet to hear from anyone regarding this issues. Going on 2 weeks with my Charge 5 unable to pair, sync, and really do anything other than show the stats on my wrist. 

What am I supposed to do here? Is anyone actually working on my "under review" case? 

[LizzyFitbit]

@Offworld It's good to see you again.

Thanks for getting back. I see your point of view about not being able to use your Charge 5. While I don't have access to your case, I've forwarded your comments so our team can have them on hand and reply back to you with more information. I apologize for the time this has taken and please know your case is under investigation and they'll send you an email soon.