Pairing Ionic with iPhone X

[Guitman]

Hello,

Just thought I would share some info in case others may be upgrading to the new iPhone X, or any other device that their Ionic is paired with. I previously had an iPhone 6 and my Ionic was functioning perfectly both before and after the recent firmware update.  I got the new phone yesterday, and after transferring all my apps and other "stuff" over to the iPhone X, I went ahead and just deleted everything and did a factory reset on the old phone.  Initially, my Ionic automatically sync'd with the iPhone X and all of my data was in tact. However, during the day, I noticed that I wasn't receiving any notifications, emails, etc., and after re-booting both the phone and watch several times it still wasn't working although it was still syncing OK.. I decided to remove the Ionic from the phone and tried re-installing it.  But after doing this I could not get it to pair again with the iPhone X.  I called Customer Service last night and spent about 45 minutes with the Fitbit tech person, Stephanie, who was great!  After trying numerous things the Ionic just would not pair with my iPhone X.  She explained that the Ionic builds a strong "bond" over time with the phone that it is initially paired with, and because I wiped the old phone clean before unpairing the watch, it would not recognize the new device. Even after doing a complete factory reset the watch still wouldn't pair with my phone. To my surprise, Fitbit offered to replace my Ionic free of charge and send me a new one that was "factory fresh" so that it wouldn't have any issue recognizing the new phone.  To make a long story short, after hanging up with customer service I received an email from Stephanie with instructions for sending my watch back for replacement, and while reading the email I tried one last time to pair my watch with the iPhone X and it connected almost immediately.....go figure!!  I went through all of the set up steps for a "new device" and also had to re-install the firmware update.  This whole process only took about 45 minutes, and after receiving notifications and emails on my phone and turning them on in the Fitbit App, I am now receiving everything perfectly again on my Ionic. So if anyone is upgrading their phone or other device, it might make the transition smoother if you unpair the watch and remove it first before wiping the slate clean and transferring to a new device.  I have to say that I was really impressed with the level of support from customer service and their offer to replace my watch at no charge. All in all, I'm glad it finally worked out because I really like the watch I have and didn't want to have to send it back!   I know some will disagree, but also really like the new changes in the latest firmware update.  I love the new interface and the watch is performing smoother than ever.  My kudos to the FitBit Team!!  

[SantiR]

@Guitman Welcome to the Fitbit family! Thanks for sharing your experience with the Fitbit Community. I'm glad that at the end it was a positive experience. Customer support is great!

I'm also glad to hear that your Ionic is working properly now. I'm sure the workaround you shared will be very useful for other users too. It is a great contribution to this board.

Additionally, have you checked the Feature Suggestions Board? If you have any ideas for future features you would like to see on your Fitbit device, this is the best place for asking. Feel free to search for existing feature suggestions or add you own original one!

Thanks again. See you around! 

[slydog418]

I have had the exact opposite experience. My Ionic has had trouble with my iPhone X since pulled it out of the box. My wife and I both preordered Ionic, received them the same day, and opened them the same night. Hers paired with her phone and ran the available update immediately with no issues whatsoever. She has had the same success since day one. Mine would not run the update, it continuously disconnected and reconnected during the update process and took two days before it finally completed. I have the same issue every time an update comes out (it still has one sitting from about two weeks ago that I can't get it to download). I try to connect it to the wifi and it wont even find a network, it just searches and fails (I have tried at home, work, and my parents house standing right next to the router). My notifications repeatedly turn off and it takes a lot of work to get them to turn back on again, if they do at all. And once they do they may last anywhere from a couple of hours to one week before they turn off again. I have contacted Fitbit customer service multiple times and they keep running me in circles telling me to try the same things over and over. The notifications are very important for work so it's frustrating that they don't work properly and I haven't received a good solution for this problem that has been an issue since day one.