ECG app on Charge 6 can’t find phone

[Basketchair]

Fitbit charge 6 ECG feature says to set up on phone but also “can’t find phone” — the app on my phone says it’s all set up. I’ve restarted device and phone app but I’m just going in circles. How do I get this going?

Moderator Edit: Clarified subject

[nairitprachanda]

Go to devices on right top corner, open your fitbit, gallery ECG-uninstall and then re install. 

Make sure of the following: your  phone is not connected to ad blocker; youre running on 2.4 GHz wifi and Bluetooth connected to the band

[LizzyFitbit]

Welcome to the community forums, @Basketchair.  @nairitprachanda It's good to see you here and thanks for your help!

@Basketchair Thanks for sharing these details with me, as well as the steps that you've tried prior to posting. I'm sorry this is happening to you and so we can get this sorted out, could you confirm if the information of your profile is correct? Because this app needs the approval of your country, we'd recommend checking that the country selected in your profile matches your current location. For instructions on how to update your profile, check this help article.

Additionally, please give a try to the following steps:

1. On the Fitbit app, tap Devices at the upper left corner > Charge 6.
2. Tap Gallery > Apps > ECG > Uninstall.
3. Forget your Charge 6 from the Bluetooth settings.
4. Force quit the Fitbit app and reboot your phone one more time.
5. Reinstall the ECG app, check if the assessment shows completed and try taking a reading one more time.

[Basketchair]

Hello and thanks so much for your detailed answer!

I’m in the UK so I should be set to use the ECG app.

I followed all the instructions to uninstall and then reinstall etc but I
cannot seem to *uninstall* the ECG app at all.

I’ve tried oh-so many times, turned off and/or restarted phone and Fitbit…
plus I uninstalled and reinstalled the Fitbit app itself on my phone as
well as forgot the device in Bluetooth.

The apps thinks about it - a small red line going back and forth for a
while - then the “uninstall” button just reappears. A couple of times my
Fitbit would acknowledge the uninstall and say it was successful but
nothing actually changes.

Also, every once in awhile a message pops up on my phone that says the
Fitbit could not successfully install one or more apps. I presume that’s
related?

If it helps to know I’m using an iPhone for the app. I have a connected
google account that I’ve double checked for location settings (UK).

Do you have any other suggestions?
Thanks again!!

[nairitprachanda]

Check the wifi band that you're connected to is in 2.4 GHz. For me that fixed the issue

[LizzyFitbit · Accepted solution]

Hi there, @Basketchair. @nairitprachanda Thanks again for helping our members.

@Basketchair Thanks for the additional information, and confirming the troubleshooting steps that you've tried. In addition to @nairitprachanda's advice, let's give a try to these other steps:

1. Forget your Charge 6 from the Bluetooth settings one more time.
2. Force quit the Fitbit app and reboot your phone.
3. Restart your tracker with the charging cable.
4. Open the Fitbit app, tap Devices at the upper left corner.
5. Tap Add More Devices > Charge 6 > Replace Device and follow the on-screen instructions.
6. Once the process is done, check the permissions are turned on and the assessment completed. Then, try taking an ECG reading.

[Basketchair]

Thank you it’s worked!!

[LizzyFitbit]

Hi there, @Basketchair.

That's great news! I'm glad those steps worked and I hope you can keep enjoying the experience with your Charge 6.

Happy holidays!

[DeanP90]

Hi Lizzie, this sadly still didn't work for me. Ive tried absolutely everything. 

I cant even uninstall the ecg app, jist keeps coming up with install failed even though im trying to unistall. 

2 different phones, 2 different googles accounts as well. Completely stuck. 

[LizzyFitbit]

Welcome to the community forums, @DeanP90.

Thanks for letting us know about your Charge 6 and the steps that you've tried. I'm sorry you're having the same inconvenience with the ECG app. I understand you've tried everything but please confirm the following:

• The country selected in your profile matches your current location.
• Set up your tracker as a new device with the steps described here.

If the issue persists, please back with the model of your device so I can further investigate my system.

[Rshay]

Click on YOU bottom right hand corner, then click on the fitbit symbol under ur user name, go on location select ur country, I had the same problem as soon as I done that it worked! Went through the help chat what they told me was no help

Try that!!

[LizzyFitbit]

@Rshay Welcome on board.

Thank you for sharing the steps that worked for you in this thread. Your feedback is truly appreciated and I'm sure your post will be helpful to many members visiting the forums.

By the way, I would like to invite you to visit our Health & Wellness board, where you can share your experiences, meet other people, and create new topics.

[Cowpat2]

Thank you that solution worked for me too on my charge 5. 
Not a solution the help desk had had me try!!

[LizzyFitbit]

Welcome to the forums, @Cowpat2.

You're very welcome! I'm glad to hear that the steps suggested in the thread were helpful. Thank you for the update and your feedback, as it will help us improve our services and prevent this from happening again.

In case you have some spare time, I'd like to invite you to visit our Health & Wellness board where you’ll find great tips and encouragement from other members. Have a good one!

[mallorcaben]

The fitbit charge 6 is only showing as "paired" It never shows as "connected"

[Dreary]

You are a genius!  Six months of trying to solve this with Fitbit Support did not work.  You solved the problem in less than 5 minutes.  Many thanks.

[mallorcaben]

Have just tried again but the Charge 6 still does not show on the list of connected devices, just "paired"