I cant Get my new Fitbit to pair

[Aaronsen]

Hi,

I’m actually really displeased with Fitbit, and I have not even gotten to use it yet.

I got mine a few days ago, and every time I try to pair it with my phone I get an error message saying an error happened when trying to pair the devices.

I have tried every step I have seen here to troubleshoot; restarting Fitbit, phone, updating phone, redownloading the app, turning Bluetooth of and on again l. I even tried on my computer, with no success.

im not sure what else to actually try, as it seems you can’t hard reboot the device. 

I really hope to find some solution, but im strongly considering just returning it at this point.

[Odyssey13]

Hi @Aaronsen  the Charge 5 information area, including the user manual and set up article can be found here - click to go there. See if anything in the set up article helps you out. Let us know how things go for you.

[Aaronsen]

Thank you for responding @Odyssey13 - but mentioned in the post I have already tried everything mention on the manual.

[Odyssey13]

Yes @Aaronsen  I did see that. Figured it couldn't hurt to link you to the whole area for information for your Charge 5.  Have you reached out to customer support? https://myhelp.fitbit.com/s/support?language=en_US 

[Aaronsen]

I did contact support, but did not get any new information from them - hopefully they will come back to me! Although I do not think there’s anything left to try?

thanks for the help anyways 

[Odyssey13]

@Aaronsen did support say they would be back in touch? Maybe it's your phone? I'm using Android 9. Some iOS users have had trouble with the new update for iOS 15

[Aaronsen]

Yes support got back in touch (they are not open 24/7 here) and it seems i should just return it.

Updating to the new iOS was part of troubleshooting for me, and I didn’t work before or after the new update. It might be my phone, but I don’t have another to try it with 

Update:

I got to try it with another device, and turns out it was the device itself that was faulty.

[DavideFitbit]

Hello, welcome to the Fitbit Community forums, @Aaronsen. 

Thank you for sharing that you've been experiencing this inconvenience with your Charge 5 and that you already tried a few troubleshooting steps.  

In this case, since you already tried the basic steps suggested in the forums and you continue to experience the same problem, I recommend that you continue the assistance process with the Customer Support team for further assistance with this. 

I've been informed that you already contacted the Support team. In this case, they will let you know how to proceed. 

Have a good day. 

[nisha1179]

take it back. maybe you got a bad one. im on my 3rd one with battery drain and thankfully this one is better

[DavideFitbit]

Thanks for your help with this, @nisha1179!