Unlock with phone

[07Jeroen]

Hi,

My Fitbit is stuck on the "unlock with your phone" screen. I can't do anything with it anymore. My fitbit app doesn't sync anymore since 22 august.

So I can't unlock by phone.

I tried restarting, which didn"t help.

Then I tried the "factory reset", but this procedure also didn't help as it just restarts.

1. unpair(Bluetooth) Ionic from all devices, Computer/Phone
2. Press and hold all three/3 buttons on Ionic until the "FitBit" appears.
3. After 20 secs or so, when the "FitBit" logo disappears release bottom right-button
4. Continue to hold the left-button and top right-button until the Ionic vibrates
5. Then let go of all buttons.
6. Ionic will begin its factory reset which last 2-3 minutes, screen will be black and buttons will not work, FitBit will come up on its on to the welcome screen.

What can I do else?

Moderator edit: Subject for clarity 

Moderator edit: Format

[RicardoFitbit]

Hello @07Jeroen, welcome to the Community Forums, thanks for bringing this to my attention. Sorry for the delay in responding.

First, I'd like to appreciate your effort and patience troubleshooting your device prior to posting. Let me share with you that if you enter an incorrect PIN code 10 times, you're prompted to unlock your Fitbit device in the Fitbit app.To unlock your device with your phone:

1. In the Fitbit app, tap the Today tab   > your profile picture > your device image. 
2. Tap 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.  

Keep me posted. Let me know if you have any additional questions.

[07Jeroen]

Hi,

As said, that didn't work. My app couldn't sync with my watch anymore.

So we disconnected it, tried restarting it, ... nothing worked ....

[RicardoFitbit]

Thanks for your reply @07Jeroen, sorry for the delay in responding.

I appreciate your patience with this situation. I'd like to share with you that our Support team was contacted on your behalf to receive further assistance directly with them. That said, please keep an eye to your email inbox because they'll be in touch with you soon.

In the meantime they contact you, let me know if you have any additional questions. 

[07Jeroen]

Hi,

Nobody contacted me, this is becoming a very sad story.

I've been with Fitbit since 2013 but I have doubts I should stay a client like this. I paid for a Ionic and it's completely blocked since the payment option is enabled, this is very frustrating. It has no use when I can't unlock the watch, I can better buy a traditional watch then 😕

Regards,

[RicardoFitbit]

Thanks for your reply @07Jeroen.

Sorry about that, totally understand your frustration. I was informed by Support team that they provided you information to the email address associated with your Fitbit account. That being said, can you please check your email inbox, spam and junk folders? Please keep me posted.  

I'll be around.