Can't pair my android phone to LUXE Fitbit

[Fredbear]

Hi All. 

I was wondering if someone out there could help me, cause the "help desk" was useless.

I am having issues pairing my device to my phone so I can get notifications through my device. My phone can locate the device, most of the time, to pair but when it comes to pairing I get a message saying "Couldn't connect LE (Low Energy) device". I have the app on my phone & it syncs fine but as far as my phone is concerned it is not paired.

To fix this, I have restarted the device, removed & reinstalled the app, restarted my phone, turned my bluetooth on & off repeatedly & I have turned off the battery saver option on my phone as I saw that on the forum. 

I have also, as per instructions by the Help Desk, cleared the user date & still I am unable to pair 

Is there anything I have missed? Is there anything else I can try? Please any suggestions, other than what I have already tried would be greatly appreciated.

[Odyssey13]

Hi @Fredbear  while the Fitbit does use bluetooth to be a bridge to the Fitbit servers, it is not how we connect. We actually pair to the email address to the phone. I have an Android Samsung phone, with a Luxe and have no problems syncing. Have you tried just doing it that way?

[Fredbear]

Hi @Odyssey13 

Thanks for  the reply. No I have not tried that. How would I go about doing this?

[Odyssey13]

Check the article on how to set up - the link for all things Luxe is here - click

[Fredbear]

Thanks for that but I can't see anything that helps me with the issue I am having. The device talks to the app that is on my phone but I'm not able to notifications, sms or battery alerts etc through the device.

Can you please be more specific as to what I'm meant to be looking for or just give me a step by step on what I am meant to do? 

[Odyssey13]

Notifications must be allowed by your phone. click to learn more

[Fredbear]

That won't work because I can pair my device to the bluetooth

[Odyssey13]

You have a compatible phone? Android 12 or iOS 14? That's an important part of all this.

[Fredbear]

I have a Samsung Galaxy, & the software is Android 12

[Odyssey13]

@Fredbear  have you tried getting with customer support directly? 

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[Fredbear]

Yeah, I reached out to them first but no luck, they just went through all the "trouble shooting" tips, which I had already tired. I will be going to the Samsung store on the weekend to see if they can assist. 

[JuanFitbit]

@Odyssey13 , Nice to have you around. Thank you for your help.

@Fredbear , A warm welcome to the Community! Thank you for your message and efforts. 

Please keep in mind, that you either won't see the Luxe on the Bluetooth menu on your phone or if you do, no connection will be done over here. 

The Bluetooth connection between your Charge 4 and your phone will be managed over the Fitbit app. 

As your Charge 4 is syncing with the Fitbit app, it means that there is a connection between the devices. 

Have you tried allowing the Fitbit app to run in the background, even when the display is off?
Normally you should find the settings for it on your phone under Settings>Apps>Fitbit App>Battery consumption. 

You also should have a look at this if you haven't done so yet/ Why are notifications delayed or missing?

Hope this helps

[Rich_Laue]

Failure to allow the fitbit app to run in background or to give full time permissions will prevent notifications. 

Having permissions set for only when the app is running is not good enough.