Another "unlock with your phone" issue

[mrducnguyen]

Hi,

My Ionic displaying "unlock with your phone" message after it accidentally locked itself (I put on rubber gloves to do some cleaning and found that the gloves locked my Ionic out!)

I have searched the forum, try all following methods:

1. Try reseting pin, always received an error

2. Try open wallet, the app keeps saying cannot connect to service.

3. Try unpair, delete my Ionic from the app, re-add it, no help.

4. Try logging in on browser, cannot see anywhere to remove my credit card, as I know that it's because I use the wallet so PIN didn't work...

Is there anything else I can try?

It was so frustrating. This issue has been atound for more than a year (just do a search on this forum) and FitBit doesn't seem care enough to fix it?!

[Rich_Laue]

Help us @mrducnguyen

Is your Ionic lock set to lock the whole tracker or just the credit card?

When the wallet is setup the user is prompted to enter a pin, this is the pin that should unlock the tracker.

Cleaning with gloves should not accidentally lock the tracker, and will not change the pin..

You say that wh n using the Fitbit app to change the pin, you get an error, but failed to tell us what the error is. 

The tracker itself can not setup then lock itself. The Lock pin needs to be setup in the app.

Have you forgotten the unlock pin?

Yes by deactivating Fitbit pay, the Fitbit app will add the option of removing the pin, alloelwing you to start from scratch.

To deactivate the CC's go to your device settings - Click on the Ionic - scroll to the bottom of the page - Tap Fitbit pay - Tap deactivate .

[mrducnguyen]

Well, here's more details:

My Ionic is set to lock the whole tracker, not just the wallet.

The gloves, of course, "locked" the watch because when I moved my wrist, the Pin screen keep popping up and somehow the wet rubber triggered random pin entered, so the watch was locked because of that. (I thought it's obvious but look like it's not). I do not forget my PIN.

When changing the PIN, after spinning a little bit, the message was "Error connecting to ionic" (noticed that step synching, heart rate... Everything else is still working)

I don't have Fitbit Pay, but Wallet app, when I tried open it, always get thos error message: "Error connecting to service, try again later"

I skipped the error messages because they were exactly the same messages other people have reported. This is my second time locked out. The first time I was able to open the Wallet app and remove my credit card, then change my PIN (thanks to a comment of a user on this forum in another thread), but not this time.

[Rich_Laue]

The tracker eeds to be unlocked, after the tracker has been removed from the arm, and at least once every 24 hours. Once the tracker is unlocked, the user will need to remove the tracker from the arm, or do something that makes the tracker think that it has been removed from the arm.

If the tracker is unlocked, the screen to enter the pin will not be displayed and the gloves will not be able to enter a pin.

If the tracker was locked when the display turned on, then the gloves might have entered the wrong pin number.

I would dry off the display, wait a few minutes and try again.

I just entered my pin wrong  6 times, after the 6th time the tracker went back to the default screen. I had to wait a few seconds until I was able to bring up the lock screen.

I entered the pin wrong 4 more times then entered it correctly and the Ionic unlocked.

Syncing uses a different port(doorway) then the port(doorway) that the settings use. 

Unless the pin has been changed the pin number should work.

Have you tried disabling the pin? If Fitbit pay, this is the same as the wallet app, and if not setup, you should be able to turn the pin off. I would remove the wallet app which is not needed on the Versa for Fitbit pay to work..

Once off you can try setting it up again. Not sure why one would want to. 

[mrducnguyen]

Thanks for your information, but I have already mentioned that I did an exhaustive search on the forum and tried all the "general" methods.

I've been trying to avoid the "ultimate last resort", hard reset, but I had to do it cause nothing else had worked.

For anyone who is looking to do this method (WARNING: all un-synchronised data will be cleared)

1. Delete the device from Fitbit app

2. Delete the device from Phone's Bluetooth Settings

3. Uninstall the Fitbit app

4. Hard reset the watch, for Ionic: Hold all 3 buttons until Fitbit logo appears (approx 10 secs), wait until it disappears then release the lower right button, hold the other 2 buttons till you feel a vibration (approx 10 more secs)

5. You will see a Red X on the screen, with some error message (mine was: "data was not cleared" ironically), just ignore it.

6. Re-install Fitbit app and setting the device up again

If Fitbit app says "timeout" when pairing, double check whether you have remove the Ionic from your Phone's Bluetooth Settings (on Android device, go to Bluetooth settings, find the Ionic, tap the Gear icon and choose "Forget")

Cheers,