Charge 6 setup cannot find the device

[JoeDawson]

I have been using a Charge 5. Today, I bought a Charge 6. During setup, Fitbit cannot find the Charge 6. I have done all the suggested steps such as starting and stopping Bluetooth, restarting the phone and the device, reinstalling the App, checking Permissions. I have done this numerous times. I set up the Charge 5 again and the setup found the Charge 5 and completed the setup easily. Is there anything else I can go to set up the Charge 6?

[JoeDawson · Accepted solution]

I just tried this again. Twice. And it worked the second time. I unpaired Charge 5 first. I am not sure if I did not do that before. Sorry for any confusion.

[RiekoC]

Hello @JoeDawson 

Thanks for letting us know that you were finally able to set up your Charge 6. 

As far as I know, the Fitbit app should have asked you if you wanted to replace your Charge 5 with the Charge 6. When you confirm, it should have continued with the Charge 6 setup. Don't know why that didn't work as it should have. 

[JoeDawson]

During setup, the Fitbit app did ask if I wanted to replace my Charge 5. I always said Yes but it never worked.

[RiekoC]

Hello @JoeDawson 

Thanks for letting us know that you did get a message in the app asking if you wanted to replace the Charge 5. I'm not sure why the process didn't complete. 

If you have the time, please submit your experience using the Feedback option in the Fitbit app:

• Tap your picture in the upper right of the Today page in the Fitbit app
• Tap Feedback in the menu that opens
• Complete the prompts and submit

The feedback reports are received by the team for review. Sending them a feedback report will at least alert them that the replacement process isn't working correctly in the app.