Sold Fitbit 5 and New owner can’t Find device

[SueZ12]

I bought a new Fitbit 6 and when I synced it to my phone, i followed the prompts to forgot my previous device (Fitbit 5) to sync the new one. I sold the old Fitbit 5 and now they can’t find the device. Where can I look to see where the old device might still be linked to my account somewhere? It doesn’t show on my phone under Bluetooth or the Fitbit app. 

[MarreFitbit]

Hi there, @SueZ12. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that the new owner of the Charge 5 is having difficulties setting up the device. I understand your concern, I will do my best to help you with this!

Do you remember if you performed a factory reset on the Charge 5 before giving it away? We usually recommend doing this so the new owner can start from scratch. Since you don't have the device with you anymore, please share the following steps with the new owner:

1. Swipe down from the clock screen to find the Settings app.
2. On your Fitbit device, open the Settings app > Device Info > Clear User Data

If after the above, the issue persists I recommend following the troubleshooting steps provided here Why can't I set up my Fitbit device?

[SueZ12]

Thank you. I will be getting the Fitbit back next week and will see what I can do. She did a factory reset but it didn’t work. I believe because it wasn’t done by me and in sync with my phone. I thought I had.  I was also wondering, would it matter if I sign into my Fitbit app using Google instead of an email and password? Could the Fitbit 5 connected to my Google Accounts? Thx