Problem replacing Charge 5

[KellyMon]

My Charge 5, which I only bought in March of this year, stopped working. So I went to Staples and bought a replacement.

When I try to set it up the device tells me to download the Fitbit app. But I already have the app installed on my phone and don't want to risk losing data by downloading the app again.

Any hints?

[gdio53]

@KellyMon 

If he app is already installed, no need to install it again, just open the app on your phone, go into Account, then click on Set up a device.  Select Charge 5, then Replace with Charge 5 at the bottom of the screen.  Follow the prompts to setup the new device.

[KellyMon]

I did that, but as I go through the steps and the app tries to find the device can’ locate the devicet. I followed the suggestions under “Not Working?” But no luck. Meanwhile, the Charge 5 is sitting in the charger displaying the message “Download the Fitbit mobile app."

Kelly Monaghan
OntarioStage.com

[gdio53]

@KellyMon 

If you haven't already, try restarting your phone.

What phone do you have?

[KellyMon]

Well, I don't know how it happened, but it finally recognized the device. Now it's struggling to download the software, keeps losing he connection. <sigh>

[KellyMon]

Well, the new Charge 5 is recording my stats, but it also says I need to update software and that the process could take 44 minutes! But every time I try, the update fails. I've given up.