New ionic won't pair with phone

[Deanneswatch]

I have turned restarted this phone,off other phones, turned off Bluetooth, turned on Bluetooth, and tried to get my phone to pair for almost 2 weeks.  It won't work.  Anyone have ideas?  It gets to the point of saying "Found It!" and won't connect to tracker.  I've let it sit over night without pairing

[ddaugherty]

yeah man your fitbits quit working.  I have done all suggested things factory reset, bluetooth off and on, deleted device, restarted watch restarted computer, restarted phone, since your product no longer works who do i talk to about getting my money back so i can purchase a different brand that actually does?  This is kinda ridiculous.

[notdanbutdan]

Hey! 

So I am as of Sunday also unable to sync my Ionic. It's worked fine since I purchased the device last year.  I'm in South Africa (don't know why that would matter but I saw something about time zone changes helping).

I am using a Samsung Galaxy J5. 

I have now tried:

- Uninstalling the Fitbit App

- Unpairing all bluetooth devices from my phone

- Removing my fitbit Aria from my account 

- Removing the Fitbit Ionic from my account

Nothing works. It gets to the 4 number PIN and no further. It is reallly frustrating. Also, seems to me, possible, that in my case it has something to do with the new Ionic Firmware as timing is pretty much the same?

[SantiR]

@ddaugherty Welcome to the Fitbit Community! Thanks for trying all of those steps and for providing your feedback.

What type/model of phone are you using?

@notdanbutdan Welcome to the Fitbit family! Thanks for posting the experience you are having with Ionic. Thanks for trying all of those steps in order to sort this out. 

I was checking the list of compatible devices and the Samsung Galaxy J5 is not showing there. I believe this is the main reason as to why you are experiencing this. Please try using a compatible device or computer to sync.

Keep me posted! 

[Joyciet]

Hi 

I am having the exact same issue. It wouldn't sync and I've done all the restarting and unpairing that was mentioned in all the previous posts.

It's really disappointing. I can't even update the new firmware  

My phone can see the ionic and I get stuck on the 4 digit confirmation number and it goes nowhere  

Help!! 

[SantiR]

@Joyciet Welcome to the Fitbit family! Thanks for reporting this and for trying those steps found in order to sort this out.

I went ahead and sent you a PM. Please keep an eye on your Community inbox.

Keep me posted! 

[MarkW26]

So after my last post reporting the same issue as many others, I just gave up and left my phone & watch alone.

A couple of hours later I found they had paired & updated all by themselves!

I don't know if this is normal (I wouldn't think so!), but if it is, users should be warned the process can take a considerable time so they don't waste time & effort getting frustrated trying to sort it!

Mark.

[EvdMiessen]

Same problem here! I have tried all the steps in this forum. So sad 😞 I use the Ionic, and just got it last week for my graduation. Only could use it one week. 

[SantiR]

@EvdMiessen Welcome to the Fitbit Community! Thanks for reporting the situation you are experiencing with Ionic not pairing to your account. Also, congratulations for your graduation! 

What type/model of mobile device are you using? Please check if it is showing under the list of supported devices.

If it is, please try all of these set up troubleshooting steps found on that help article. Try the steps in the order given there for best results. If you already tried some of those steps, please try again in that order.

If it is not listed there, please follow these steps to set it up on a computer.

Hope this helps. Keep me posted!

[Doffity]

Hi I am having all the same problems with my Ionic this morning. Was fine up until yesterday. It wouldn't sync this morning so, I have tried all these fixes to no avail. I have an Iphone 7 . Don't know if it's relevant but it is the first time in months I've worn it to bed. Have had it since October last year and once or twice this has happened but the fixes have worked in the past but not this time. Cannot pair - they just don't see each other. PC cannot see watch either

.

[SantiR]

@Doffity Welcome to the Fitbit family! Thanks for reporting the situation you are experiencing with Ionic not pairing.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox.

Keep me posted! 

[Doffity]

Thanks SantiFitbit, Finally after turning off my phone instead of quick reset, reset of Ionic again and uninstalling and reinstalling app It worked. 

[SantiR]

@Doffity Thanks for your reply and for sharing those details.

I'm really glad to read that it is working properly now and that you are back on track. Thanks for sharing the workaround that helped you out with this. I'm sure other users will find this very helpful too.

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

See you around! 

[PhatHund]

Ya, not working. My Ionic is less than a month old. How do Imget my money back? Seriously. 

[SantiR]

@PhatHund I hope you're doing well! Thanks for reporting the situation you are experiencing with Ionic not pairing to your account.

What type/model of mobile device are you using? Please check if it is showing under the list of supported devices.

If it is, please try all of these set up troubleshooting steps found on that help article. Try the steps in the order given there for best results. If you already tried some of those steps, please try again in that order.

If it is not listed there, please follow these steps to set it up on a computer.

If non of these works, please contact customer support for further assistance. I can help you out with that too, just let me know.

Keep me posted! 

[Gary_A]

This is absurd. And before you copy/paste the same canned response, understand that my Fitbit Ionic was working just fine with my phone on Friday, August 3rd. Now on Monday August 6th it's not. I have an LG G6. Yes I know it's not on your approved list (something else that's absurd since the LG G4, G5, and G6 are not on said list and have been around for years). But it was working just fine. Now it doesn't. I've done everything everyone else has done on this thread with no success. You are supposedly the premier tracking watch company (you killed Pebble which I loved), and you can't even pair your devices via Bluetooth with a phone. And all we get is canned responses? For months? How about you fix your app/firmware/software? How about you keep your "approved device" list more up to date? If my phone was only a month old, I'd cut you some some slack but I've had this phone for a year and a half. The G4 was released over 3 years ago!

To say I'm underwhelmed by your product and support is an understatement. 

[SantiR]

@Gary_A Welcome to the Fitbit family! Thanks for your feedback regarding this situation.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox.

Keep me posted! 

[Gary_A]

So after fighting with this for hours, here's what I ended up having to do to get my LG G6 to connect to my Fitbit Ionic via the Fitbit app (Android 8.0.0) to sync as well as deliver notifications:

1. Uninstall the Fitbit app from the phone.

2. Restart the phone.

3. Restart the Fitbit Ionic.

4. Install the Fitbit app on the phone.

5. Log into your account, add the Ionic.

6. Go through the add device process. During the wi-fi connection step, if it won't connect to your wifi, you can skip that. Mine never would connect. 

7. If the process gets hung up on connecting at any stage (aside from wifi), return to step 1 although be patient. It can take quite some time on each step.

8. Once you successfully complete the process, restart your phone again.

9. Configure your sync and notification options in the Fitbit app.

9. I finally managed to get this to work on the third try even though I followed the same process as the first two attempts.

So it can be done.

[jenpughiconic]

I'm having the same issues.  I have now unsynced everything and "forget this device" on everything and then tried again.  It says it is downloading now. Not sure why this happens every so often.  They really need to get their software figured out.

Moderator Edit: Word Choice

[PhatHund]

Yes it’s a supported device.
I have been through the trouble shooting set up steps multiple times.
It can’t be set up on a computer because it is an Ionic.

Please don’t send me cookie cutter solutions. Like other customers on this thread I’m fed up with the “form letter” answers.

Sent from my iPad

[SantiR]

@jenpughiconic @PhatHund I hope you're doing well! Thanks for trying those steps in order to sort this out.

I see that @Gary_A was able to sort this out by trying his workaround here. Please feel free to try those steps out. 

Hope this helps. Keep me posted!