Problem to set up the Charge 5

[Nibble]

Got a Charge 5 yesterday.
After several hours of trying to set it up, reinstalling app, restarting the Charge 5, trying 3 different phones (iPhone 12, Samsung Galaxy S21 Ultra, Sony Experia 5), same result.
The Charge 5 fail to connect to the phone during connecting phase, after the pin code.

Went back to my Charge 4 that actually works, problem now is that the app constantly gives me popups for setting up the Charge 5, maby I should take a hammer and smash the garbage product?
It belongs in the garbage! $225 wasted!

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome back to the Fitbit Community, @Nibble.  

Thank you for sharing this information about the inconvenience that you're experiencing with the Charge 5. 

Before considering other options, make sure to complete a restart procedure following these steps. If you're still having the same problem, please follow all the recommendations listed in this article to resolve problems during the set up process. This has been useful for other users experiencing something similar as well. 

If you're no longer trying to set up the Charge 5 and you continue to receive this pop up message, you can try the following steps: 

1. Log out from the Fitbit app.
2. Clear Cache and Cookies for the Fitbit app on the phone's settings. 
3. Restart your phone. 
4. Log back in and check if you're able to set it up. 

Thank you again for taking the time to share all your feedback about the product. 

Hope this helps, I'll be around. 

[Gymshortz]

Got a new Charge 5 to replace my won't hold a charge Versa2.  Neither my android phone or tablet will acquire the unit as it searches for it in bluetooth.  I've done the troubleshooting clearing cache restart, uninstall app. Different chargers etc.   Nothing, Nada.  I was iffy about purchasing a fitbit tracker again as all my others seem to last 1 year and die, but with the BF discount and the new stylings I was willing to try.   I like the app well enough and my social challenges are fun. This units headed back in the morning for a refund.

------------------------

Tried all these suggestions without success.

[mobender56]

I followed the restart instructions and everything is now working.

[ArleneZ89]

I restarted both phone and Fitbit Charge 5 multiple times.  Sometimes the commands that are listed in the Help Guide are there - sometimes they aren't.  Sometimes the reboot fixes part of the issue, sometimes it doesn't. 

I'm leaving my experience in multiple threads in hopes that I get some kind of answer - because this is NOT a good introduction to the product or company for a first time purchaser and user.  In fact, its downright lousy.  I read on another thread that someone else was having the same issue as me, but customer service said it was only an Android problem.  *buzz* nope - I got it too and I have an iPhone. 

[DavideFitbit]

Hi, thank you for confirming that you've been experiencing the same inconvenience during the set up process, and welcome to the new users in the Community, @Gymshortz @ArleneZ89.  

In this case, since you already tried all the troubleshooting steps suggested earlier and you continue to experience the same inconvenience, I recommend that you get in touch with the Customer Support team for further assistance; they will let you know how to proceed. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

@mobender56 Welcome to the forums as well, and thank you for sharing that your device is working now. 

Have a good day. 

[Nibble]

Hi.

Figured it out in the end. None of your tips works, but what actually works is to make sure there is no other Fitbit products nearby.
Then the setup is successfull without any issues. So here are some alternatives:
* Remove all Fitbit products with charge from your house, then place them 300 feet away from the house.

* Go to a remote location with no Fitbit products around, like in a forest or open empty space.

The important thing is that your phone can't contact any other Fitbit product.

Moderator edit: format

[DavideFitbit]

@Nibble Thank you for sharing this update. 

It's good to know that you were able to resolve it. Thank you for taking the time to share the steps that worked out for you, I'm sure it will be useful for other users. 

Have a great day.

[charlie_a]

Thanks, I have exactly the same problem, following the steps now. They have worked thanks, but what a pain. I also have the Aira Air scales. They do not connect properly either. Other companies don't seem to have these issues with Bluetooth connectivity. 

[DavideFitbit]

Welcome to the Fitbit Community forums, @charlie_a 

Thank you for sharing that you've been experiencing the same inconvenience with your Aria Air scale. It's good to know that your Charge 5 is working properly now after the troubleshooting steps. 

To set up and connect the Aria Air scale to your Wi-Fi network, make sure to follow all the steps listed here. After your scale is set up on your wireless network, it automatically syncs your stats to the Fitbit app after every weigh-in. After you see your measurements, you should see a checkmark, indicating that syncing is complete. You can then view your data on in the Fitbit app. 

If you experience any inconvenience to sync your data, please make sure to check all the recommendations and requirements in this article. 

I'll be around.

[charlie_a]

Hi,

Thanks for the reply. After uninstalling the app, clearing the cache and profile, reinstalling the app, not only did the charge 5 pair no problem but now the scales work with no issues.

Enjoying both now.

Thanks

[DavideFitbit]

@charlie_a That's great news! Thank you for sharing this update. 

Have a great day.