How to unlock my Ionic with my phone

[Pauloc1973]

My son locked my ionic and it tells me on the watch to "Unlock with your phone" I can't find anywhere on the ionic app to unlock the watch. Please help.

Moderator edit: updated subject for clarity

[GySgt_Seidell]

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@Pauloc1973wrote:

My son locked my ionic and it tells me on the watch to "Unlock with your phone" I can't find anywhere on the ionic app to unlock the watch. Please help

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So, I'm guessing your son "DEVICE LOCKED" your Ionic, as that is the only lock I am aware of.  If this is what he did and you do NOT know the code he used, I would recommend you contact Fitbit Customer Service at (877) 623-4997, as the fix can be in-depth.

Hope this helped and keep on STEPPING!

[Pauloc1973]

Thank you for your help

Moderator edit: Removed personal information 

[GySgt_Seidell]

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@Pauloc1973wrote:
Thank you for your help

So this may also help you:

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

To unlock your watch with your phone:

1. From the Fitbit app dashboard, tap or click the Account icon > your device image. 
2. Tap or click Device Lock.
3. Find the option to reset your PIN code. 

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).  

This was provided by Moderator @MarreFitbit

Hope this additional info helps! 

Moderator edit: personal info removed

[TezaC]

Just had the same issue. I had charged the phone and taken it off.  It asked for my pin which I entered correctly and then gave me the “unlock with your phone” message. I had not incorrectly entered it 10 times.   Anyway I followed the steps as outlined, it takes a new pin, asks for it again, says “configuring tracker” then asks me to enter the pin but does not wait for me to type anything.  It then says “Change pin failed”

Now what?

[Stax_On]

Did anyone ever get back to you? Or did you solve this issue? As I am having the same problem

[PAR3-]

same problem here seems to be a bug in the software. I have not seen a response from Fitbit as why this keeps happening.

[SilviaFitbit]

Hey there @PAR3-! We've seen this type of issue regarding the 4 digit PIN that you can put on your tracker. However, this usually happens when the PIN has been entered incorrectly 10 times. 

You can resolve it by doing this procedure: 

1. From the Fitbit app dashboard, tap or click the Account icon > your device image. 
2. Tap or click Device Lock.
3. Find the option to reset your PIN code. 

Hope this helps! Keep me posted. 

[PAR3-]

yes I understand how the system is suppose to work however in both case where this has happened to me I did not enter my unlock code 10 times.  I had removed the watch while taking a shower and when I went to put it back on the message unlock the watch with my phone was being displayed. This indicates to me some type of a software bug not an user error.

[pureoctain]

I am having the exact same problem and the recommended solution does not work. After adding the device again, it still says 'Unlock with Your Phone' and if I go into the account in the app and try device lock it says 'failed to reset pin' then 'Blocked!'

Please help

[SilviaFitbit]

Thanks for getting back @PAR3-! I appreciate that you've shared your experience with the Community. Your feedback is appreciated as this helps us to continue improving our service. 

Hey there @pureoctain! It's pretty weird that the recommended troubleshoot isn't working. I would like you to restart your Ionic and log out from your account and then force quit the app. After this, please try doing the process again. 

Hope this helps! Keep me posted. 

[bumper1962]

Iam having the same problem my Ionic all or a sudden came up with use Phone to unlock. I have tried the suggested fix still no solution, this appears to be a widespread problem. What is Fitbit doing to rectify?

[Watsph]

This worked for me to fix the problem. I also turned Bluetooth off and on for my phone at the same time. I think my phone and watch were having connectivity issues which prevented me from resetting the PIN as normal.

[bumper1962]

Still unable to unlock does anybody have a step by step instructions on how to fix this?

Sent from my iPad

[Ljy123]

Ionic displays ‘unlock with your phone’ when trying to do this in the app it prompts to change pin, this continues to fail and when previous pin is entered this also fails and comes up with a message that an ‘unexpected error occurred, please try again later’ every time. Very frustrating....

[Henry601]

Hello ljy123

Has anyone sent you any instructions on how to fix the problem I’ve been having the same problem and can’t find a solution. 

[bumper1962]

No, I took it back to the store and had it replaced under warranty.

Sent from my iPad

[Anunu]

So, this is a huge ongoing problem. The solve isn't working for me either. I got this message after taking mine off of the charger yesterday 

[emiray]

It didn't work with my ionic. I had to login to fitbit.com and removed the fitbit pay from settings and then I have pressed the three bottons together for a couple of seconds until the main page is shown, then synced it with the app. Now it's working but no wallet.

I dont think I will use it again full of bug! No proper solution!

[PAR3-]

Same here. I don't use the wallet anymore because of this bug.