11-19-2017 02:37 - last edited on 12-21-2017 12:54 by MattFitbit
11-19-2017 02:37 - last edited on 12-21-2017 12:54 by MattFitbit
I am locked out of my ionic. It is saying to unlock with my phone however I have tried to change my pin in the iPhone app but after the process is complete I get a message saying “change pin failed”
its extreamly frustrating
Moderator edit: edited title for clarity
Answered! Go to the Best Answer.
12-21-2017 13:20
12-21-2017 13:20
Hi all. I merged a few threads together to help keep the community tidy.
If you enter an incorrect PIN code 10 times, you will be prompted to unlock your Fitbit watch with your paired phone.
To change your pin, open the Fitbit app dashboard and tap the Account icon.
If you are using an iOS device, you will want to select the Device Lock setting. If you are using Android you will want to select Pin Lock. There, you should be guided to use your current pin and set up a new one.
For more information on using the device lock feature, this article is super helpful.
If you get stuck at any point or receive an error message, please let me know and provide screenshots if possible. Thanks!
Want to get more deep sleep? Join the discussion on our Sleep better forum.
11-19-2017 02:54
11-19-2017 02:54
Hi
11-19-2017 02:57
11-19-2017 02:57
I didn’t mean to accept that solution. It didn’t work
11-19-2017 03:06
11-19-2017 03:06
Possible to click the button in the upper right corner of the post marked as solution, a menu appears where a option is displayed to unaccept as solution.
11-19-2017 03:43
11-19-2017 03:43
In the app go to account then click ionic and scroll to the bottom and click device lock. This should start the unlock process.
11-21-2017 19:49
11-21-2017 19:49
Problem is as stated in title, we have restarted the Fitbit and the app is up to date and the device is still syncing with the phone.
11-22-2017 02:36
11-22-2017 02:36
Go into your app then hit account and ionic. Finally scroll down and hit device lock.
11-22-2017 02:45
11-22-2017 02:45
12-06-2017 13:34
12-06-2017 13:34
My ionic currently says Unlock with Your Phone (watch was in bag, pin was incorrectly entered too many times).
When I try to reset pin in the app I get an error message saying Error connecting to ionic. The phone and watch are synching fine so not sure why it can't connect in this case. Phone is Pixel XL on Android 8.
I'm on the latest firmware.
What are my options? How do I factory reset?
12-07-2017 03:38
12-07-2017 03:38
I've been having the same problem for over a week. Comment back if you've found a solution.
I have tried restarting the device, removing the device from the app, updated firmware, and just hoping it will sort itself out - no luck so far.
12-11-2017 15:40
12-11-2017 15:40
I cant change my pin either. Just want to change it to something different and it says cant communicate with fitbit
12-16-2017 05:24
12-16-2017 05:24
Is there a solution to this? I cleaned my watch and now have the same problem.
12-17-2017 01:21
12-17-2017 01:21
This procedure from support fixed it for me.
After that, we can go ahead and unlock the device:
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.
12-17-2017 20:08
12-17-2017 20:08
I got in touch with support and this process they sent me worked:
12-17-2017 20:41
12-17-2017 20:41
Did that many times, it didn't work. I too got in touch with support, see my previous post. Thanks for the follow up.
12-21-2017 13:20
12-21-2017 13:20
Hi all. I merged a few threads together to help keep the community tidy.
If you enter an incorrect PIN code 10 times, you will be prompted to unlock your Fitbit watch with your paired phone.
To change your pin, open the Fitbit app dashboard and tap the Account icon.
If you are using an iOS device, you will want to select the Device Lock setting. If you are using Android you will want to select Pin Lock. There, you should be guided to use your current pin and set up a new one.
For more information on using the device lock feature, this article is super helpful.
If you get stuck at any point or receive an error message, please let me know and provide screenshots if possible. Thanks!
Want to get more deep sleep? Join the discussion on our Sleep better forum.
12-22-2017 01:21 - last edited on 05-05-2018 06:08 by AndreaFitbit
12-22-2017 01:21 - last edited on 05-05-2018 06:08 by AndreaFitbit
Same problem here.
PIN change fails every time.
None of the solutions posted solve the issue of locked Device.
Eg. - device reset, app reinstall. Bluetooth toggled,
IOS Device lock keeps failing a reset
looks like buggy software.
Advice appreciated.
Moderator edit: format.
01-02-2018 23:43
01-02-2018 23:43
Had the same problem. But as soon as I disconnected from wifi and forced it to sync again through Bluetooth then it worked. That is, when it said I already had a pin and asked me to enter the pin, it no longer said "cannot connect to device" and did actually connect and allowed me to access wallet setting and change pin settings.
01-15-2018 01:53
01-15-2018 01:53
Turn fingerprint passcode off on your phone and it should work.
01-19-2018 12:20
01-19-2018 12:20
My device PIN is blocked. I have removed Ionic, restarted and reinstalled Fitbit app, turned Bluetooth off and on, and turned off Touch ID on my iPhone 6S. The Fitbit app is still asking for my Touch ID even though I have turned off in Settings. When I change my Fitbit passcode I get ‘can’t change PIN’ error at the end of the process. Very frustrating! Please help.