Can't add Ionic as a smart lock "trusted device" with my samsung android phone

[buzzy452]

I have had my Ionic for years now, and I've always had it set as a "trusted device" in my android settings. This means that whenever my Ionic is connected to my phone, my phone will remain unlocked, so I don't have to type in the pin code every time I use my phone. This has worked beautifully for 2+ years, with 2 different phones.

However, about a week ago, it stopped working. My phone keeps prompting to me to "Add Ionic as a trusted device?" every couple of hours. I will add it as a trusted device, and it will work for a couple hours, then my phone will seem to "forget" it again, and prompt me to re-add it. It's extremely annoying. It's like my phone is consistently forgetting/unpairing with my ionic. It doesn't do this with any other bluetooth devices though. And I also haven't noticed any issues with fitbit data syncing.

I have of course tried all the standard troubleshooting steps, like turning bluetooth on/off, unpairing and repairing my Ionic, restarting my phone, etc. I have also deleted my Ionic from my fitbit account, and readded it, to no avail. I have my ionic set to "all day sync" and "always connected" in my fitbit app settings.

Has anyone else encountered this?

[EdsonFitbit]

It's great to see you in the Fitbit Community @buzzy452. Sorry for the delayed response.

I'm sorry to hear that you are having difficulties to set your Fitbit Ionic as trusted device. Thank you for trying different troubleshooting steps to resolve the issue before contacting us. Please check out if your phone is part of the list of authorized devices. If it isn't, you will still be able to enjoy the features of your watch but we won't be able to guarantee that everything will work as intended.

As a troubleshooting step, you can perform a factory reset, but keep in mind that your apps, stored data, personal information, credit and debit cards and saved settings:

On your device, open the Settings app > About > Factory Reset or Clear User Data.

If you have any question, please don't hesitate to contact us back.

[debcupples]

Same problem here. Very frustrating. 

[EdsonFitbit]

Welcome to the Fitbit Community @debcupples. Sorry for the delayed response.

Please let me know which phone do you have?

In addition, I would appreciate if you confirm that you have followed the troubleshooting steps mentioned above.

I'll be waiting for your response.

[Hengstone]

Yeah...so I dealt with this a while ago with my Ionic and Pixel 2XL. After a Google update, all was well and my Ionic never lost connection/the trusted device did not fail. This past weekend, I had to reset my phone and now I am back to square one with the connections...sometimes the phone is connected to my Ionic, sometimes not...sometimes trusted device works, sometimes not. 

All the usual settings are on and no deleting the app, deleting the watch, restarting BT has helped... 

[EdsonFitbit]

Thanks for getting in touch @Hengstone.

Our team has recently released a new version of the Fitbit app. If you haven't done it already, please give it a try. You can download the new app from this site.

Please let me know if you need assistance.

[Hengstone]

Thanks for the news...i went to the site and downloaded the app...its still the same one i used earlier...maybe tomorrow?

[RLTidd]

I just had a fitbit Ionic replaced, now I can not add it as a trusted device to Galaxy S8.  Worked fine with my old Ionic.  Now there is no choice to actually add as shown below.  Any Suggestions?

[Vonteity]

Same here. No okay option on the add trusted device dialogue box. It was working great until about a month ago. Fitbit Ionic, Samsung J7 Star and Android v 9. I am using the "new" Fitbit app. I'm going to have to switch to another smartwatch. How annoying.