Fitbit can't unlock their own devices

[Diana20]

Has anyone had any luck getting a replacement device when yours wont unlock? I have been a Fitbit user since for over 4 years. Most recently I have been using an Ionic. One day when my device was charging in my room, my 5 year old son kept "playing" with the pin pad (unbeknownst to me) and entered the incorrect pin too many times and permanently locked by watch. I was on the phone with Fitbit for HOURS today troubleshooting. Three separate phone calls, sometimes asking me to restart my phone and call back. My app is working fine (Pixel 3), my watch still charges and was working absolutely fine, it just wont connect because it is LOCKED. When trying to reset pin, it prompts that it must reset wallet too. Ok, fine, but then it gives an error and directs you to call Customer Assistance to unlock. Which three different agents could not do. One of the agents was friendly and was genuinely trying to help, but asked me to restart my phone, so I couldn't work with her anymore as you never know who you will get when you call back when phone turns back on. The other two tried almost nothing and told me since my device is more than a year old, they will not replace it and told me to buy a new one. This is not an okay option! When you pay $250 for a watch, that functions perfectly, but they don't have measures in place to unlock their own product, the answer isn't to force me to by another very expensive watch. I have owned three Fitbits, upgrading each time because I like them, why would you ask a loyal customer to spend that kind of money because the **ahem** thing won't unlock! Unlock my watch or send me a new one. I will mail in my old one in and they will see there is nothing wrong with it. 

[Rich_Laue]

A locked tracker will not prevent the Fitbit app from connecting. A locked tracker will prevent the user from being able to add the tracker to a fitbit account. The user will need to do a factory reset. 

If the tracker is still connected to the users Fitbit account, the unlock with phone is a simple process of setting up a new pin code. This process takes less then 30 seconds. 

If the unit has been removed from the users Fitbit account, then the user will need to do a factory reset. 

The way to prevent most of this is to simply set the pin for only Fitbit pay 

It sounds like you have removed the tracker from your account inspite of being told to use the phone. 

Fitbit OS hardware reset.

• On the watch, hold all three buttons for about twelve seconds. This will trigger the 2-button hardware restart after about eight seconds.
• When the Fitbit logo appears, then disappears, release the bottom right button, whilst continuing to hold the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
• This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
•  If you fail to release the bottom right button in time or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

If you want to send the tracker to me, I can unlock it. Send me your Fitbit login detail I can also set it up. 

Neither one is really that hard if the user understands the process.