Cannot unlock Fitbit Ionic with iPhone 4S

[LeoCalt]

I put my credit card into my IONIC wallet today and entered a PIN. Went to use it and forgot my PIN and soon got the watch Blocked. I followed the unblock instructions and when I tap unblock it asks to change the PIN I did this and it accepts it, then configures the tracker but comes up with a "Change PIN failed" message. I tried rebooting the phone and removing and re-adding the tracker but nothing works I always end up in the same place. I cannot reboot the tracker as its blocked...

Anyone got any thoughts? 

Moderator edit: updated subject for clarity

[LeoCalt]

 managed to reboot the tracker but still no change, tracker is still blocked.

[SunsetRunner]

Leo, you need to contact Customer Support about that.

[Lufalulz]

What sort of phone are you using? The only thing that should cause a "Change PIN failed" message would be the phone and the Ionic losing connection while trying to sync/upload the new PIN to the watch.

[LeoCalt]

It's a IPhone 4s running the latest OS I have never had sync issues before with the Ionic or HR charge on this phone.

Sent from my iPhone

[Lufalulz]

If you never had any issues syncing or with the device not being able to connect, I think it would be wise to contact customer support as suggested above.

[MarreFitbit · Accepted solution]

Welcome to the Fitbit Community @LeoCalt, it's nice to see you around the forums! Thanks for already troubleshooting this inconvenience, nice way to go! Thanks for helping out guys @Lufalulz and @SunsetRunner! 

If you enter an incorrect PIN code 10 times, you will be prompted to unlock your Fitbit watch with your paired phone.

To change your pin, open the Fitbit app dashboard and tap the Account icon. 

If you are using an iOS device, you will want to select the Device Lock setting. There, you should be guided to use your current pin and set up a new one. 

Note that after you reset your PIN code, you must add your cards to Fitbit Pay as if you were setting it up for the first time.

If the steps above don't work, please turn off everything that is Bluetooth enabled.  Tablets, PC, other phones. Wireless headphones hanging around - power off.  You don't want any stray 'signals' effecting this process.  Then, remove your Ionic from your phone.

• Go to the phone's Bluetooth settings and remove your Ionic from there
• Then, open up the Fitbit app on your phone.
• Select the 'account' icon in top right corner of screen.
• This shows "your account", which should have your Ionic under 'Devices'.
• Select "+ set up a device".
• Replace Ionic. You will need to agree that you are indeed replacing your Ionic on next screen.
• Continue through all instructions.  You are basically pretending to add a 'new' watch to this app.  Follow all instructions.  You will get a 4-digit code to input during the process (this is not the 'unlock' code).  

If you get stuck at any point or receive an error message, please let me know and provide screenshots if possible. Thanks! 

[LeoCalt]

Thank you for the information its appreciated. I actually contacted FITBIT after doing some of the steps you mentioned below without success, in the end I reset the tracker to factory settings and was able to get the Block off.

It was definitely a glitch in the tracker.

Regards,

Leo.

[Pebblebrook]

Device authentication failed, is the message I get.

[MarreFitbit]

Hey there @Pebblebrook, thanks for jumping in here!  I saw that you've been in touch with our Customer Support Team. I'd recommend trying the suggestions provided and reply back to them with the outcome of that. You're in good hands my friend!

Thanks for reaching out the Community, point me out if you need further assistance on this matter! 

[Pebblebrook]

I’ve done that. Still unsuccessful.
I have relayed that to them.

Pat

Sent from my iPhone

[GreenTuna]

I'm having the same problems and I have tried everything mentioned.  

[LeoCalt]

I am sorry to hear you are still having issues. To be clear have you tried to reset the fitbit to factory settings? If not I suggest you go back to FitBit and ask them to take you through the steps to do this. 

I will warn you that although this did work for me I then lost my notifications from my phone and I have been unable to turn them back on, (it wants to SYNC but is unable too) but given I couldn't even use the device previously it was a small price to pay. Good luck!

[Pebblebrook]

I had to set a password for my iPhone, then unlock the phone, and then unlock the Ionic with its password. Go figure. After that I cancelled all my passwords so I wouldn’t have to deal with that. I wasn’t going to use the wallet feature anyway. Hope that helps.

[GreenTuna]

In the end I linked the ionic to a different device, my partners iPhone device and then did a soft reset from there.  That was the only thing that worked.  

Unfortunately it has compromised all her fitbit data with my stuff, which I thought wouldn't have happened as I had performed about 5 factory resets of the ionic device prior to linking it.

It hasn't improved my marriage but at least my watch is working again.

Cheers everyone.

[LeoCalt]

Sorry to hear that! They always look good on the glossies but when it comes to reality....

[Lbway]

Hi, I followed these steps and then disconnected my ionic and tried to reconnect it to my app on my S8. When my app finds the device and prompts me to put in the 4 digits, all i can see on my ionic is unlock with my phone! Very frustrating so would really appreciate any assistance. Thanks

[LeoCalt]

Sorry not sure I can help I didnt experience that issue. I am using an iPhone. Have you updated to the latest software on your phone? I would send details to Fitbit support tell them you have been through all the steps. Apologies for not being more help. Even after I got mine connected and working it was never the same.

Sent from my iPhone

[Nanayu]

I have some question.can you help me?

[LZeeW]

Hello @Nanayu and welcome to the Help forum.  You added on to a very old thread.  The title mentions the iPhone 4S.  That phone is no longer supported.  Please start a new thread and describe your problem in more detail.