Ionic shows unlock with Phone message

[AzDood]

I have a 2 yr old Ionic, I'm unable to access (swipe right to left on screen) any apps or settings. The watch says "Unlock with your Phone", I tried that and nothing worked. I tried restarting, holding 'Back' button and bottom right button, to no avail. I then removed my ionic from my phone and attempted to set up a new device and can't because the phone says to "enter the number on your ionic's display", which isn't displayed on my ionic, if I swipe right to left I get the same message as before, "Unlock with your Phone". I also tried a factory reset on my ionic, holding 'Back' button plus the top and bottom right buttons, and that doesn't work. Please help!

Moderator Edit: Clarified subject

[CindyMFitbit · Accepted solution]

Welcome! It's great to see you around @AzDood. 

Thanks for the details shared on your post and for the troubleshooting tried so far. Usually you are able to unlock your Fitbit Ionic by resetting the pin or removing the pin using the Fitbit app as described here. However since your device is no longer connected to the Fitbit app it won't work, so please confirm if you have followed these instructions to perform the factory reset:

1. Important: Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost.  
2. On the device, hold all three buttons for about 10 to 12 seconds. 
3. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
4. When the device vibrates, release all buttons. 
5. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays fitbit.com/global/us/setup
6. When the device successfully resets, please set up your Ionic as new device. See How do I set up my Fitbit device?

Catch you later. 

[AzDood]

Thanks for your help. Got it!

[KerryCKerry]

I have exactly the same problem.  I have tried to factory reset but it says data not cleared.    I urgently need to reinstall the fitbit  for a marathon in 24 hours time.    Please help.  

[CindyMFitbit]

Thanks for your response @AzDood. Welcome to the Community Forums @KerryCKerry. 

Thanks for the details shared on your post and for already trying to resolve the issue. If your Fitbit Ionic is still showing data not cleared on the screen, I recommend doing the following: 

1. Open the Fitbit app, tap the Today tab and tap your profile picture
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.
4. If you are having trouble to set up the device again, please see Why can't I set up my Fitbit device?

Hope this helps.