New Inspire 3 won't connect to my iPhone

[Jules1221]

This is my 4th fitbit so I am familiar with them.  It will not connect to my iphone.  The fitbit screen keeps saying 'download the fitbit app'.  

I have googled online extensively, and I have tried the following:

- uninstalled and reinstalled the Fitbit app

- restarted both my iphone and the fitbit (while it's charging, holding the 2 side buttons 10secs).  It comes up with 1/1 date and 12.00 time, but then goes back to the 'download the fitbit app'.

- The bluetooth on my phone cannot find it

All the other troubleshooting I can find assumes there the time on the fitbit face and wants to to swipe.  Swiping the fitbit face is not achieving anything.  I need bluetooth connection AND a different fitbit screen/ it to start working, before I can do anything else.

I did a livechat with fitbit.  I told them what I did and he said he had to forward my enquiry on and I'd hear back via email.  I am despairing it is ever going to work.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Jules1221. 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 your new Inspire 3 is still not connecting to your iPhone. I understand your concern and how you must be feeling. We're here to help! 

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Versa 3 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. As you were informed, your case was forwarded to our higher tier of support for further checking. Someone will be in contact with you soon as they have the resolution for your Inspire 3. Stay tuned to your inbox!

[Bill_209]

Hi @Jules1221,

The last time the CS team told my wife that they were going to forward her issue on to someone else after they were unable to resolve it, she never heard from anyone again. That's their way of telling you to "Have a nice day".

As I understand it, you have already performed a Factory Reset of your device and it is displaying a Fitbit logo and a message to download the app.  Then when you attempt to BT pair your device with the app it repeatedly fails.  If that's the case, the exact same thing just happened to me yesterday and I did the following to resolve the issue.

If your phone is indicating that it BT paired with your device, unpair it.

Uninstall the app.

Place your device into the charging cradle.

Restart your phone.

Reinstall the app, open it and start the setup process.

When the app gets to the point where it is indicating that it is attempting to BT pair with your device, immediately press/hold the two side buttons for at least 10 seconds to perform another Factory Reset of the device.

Doing this should turn on the BT module in your device on so it shows up as an available device on your phone for BT pairing, which will allow the app to find the device and complete the BT pairing process.

[Jules1221]

Hi Bill. 
Thank you for your reply. I appreciate the time you took to respond. I tried what you suggested. Nothing is working as it’s actually like my new Fitbit has no Bluetooth. No device is able to locate it. There’s never been any connection show up on any device- hence I can’t move on at all. It’s very frustrating. 

[Bill_209]

The Inspire 3 device is shipped from the Factory in the same state as it is after performing a Factory Reset and it is not possible for the app to communicate with the device at all until it is BT paired with the device.

Therefore, if you put your device into the charging cradle, wait until it is 100% charged, and then perform a Factory Reset on the device while still in the cradle by pressing/holding the two side buttons for at least 10 seconds several times and never see the Inspire 3 device show up on your phone as an available BT device for pairing, then that Inspire 3 device is clearly defective and it should be returned for a replacement under the Factory 1-year warranty.

[Jules1221]

Thank you. I have done a returns through Amazon and my new one has arrived and it works. Thank you. 

[wcann]

I’m having the exact same problem with my inspire 3. I also purchased it from Amazon. I guess I’ll be returning it. It seems like Fitbit may have a problem with their inspire 3.