Can't set up my Fitbit Luxe as it's not appearing as an option in the Fitbit app

[superyy]

Dear fitbit team,

This is a loyal fitbit band user in China from the very begining of the brand. Been through Charge, Charge HR, Alta HR, Inspire HR. So I booked Luxe right away from your US website when it was launched.

When I finally received Luxe this week and try to set it up, I found the "Fitbit China" App won't support this new product. I do see Luxe on the app's setup page, but it keeps telling me to update for the setup. The app store shows that the last update to this app was 7 months ago.

I do understand that Fitbit have been exited China market, but I really hope you can update the "Fitbit China" app to support Luxe. ( My apple ID was registered in China region, so download from US app store is not an option.)

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @superyy. Welcome to the Community Forums. Thanks for sharing the details about the issue with your Fitbit Luxe. I understand where you're coming from. We‘re taking into consideration your comments and sentiments in regards to our products and services.

I've seen you contacted our Support Team after posting here and they're now helping you with this matter. Please stay tuned to your inbox for updates on your case! 

We hope your issue is solved soon. 

[superyy]

Thanks a lot for the reply. I know you have every reason to ignore my issue because it's from the region you are not doing business in.

Actually Luxe do appear in the device list of the set up page in my "Fitbit China" app, but when I click the "Set Up" button, the app pop up a notice saying "You'll need to update your Fitbit app to set up this product."

And Yes, I've also sent an E-mail through the app asking for help. Will be looking forward to the result. Thanks again.

[DynaDuo]

Hi, has this issue been resolved? I am facing the same problem. Thanks!

[superyy]

Nope, the Fitbit China app wasn't updated since then.

[DynaDuo]

Thanks. Have you found any workaround?

[superyy]

no…they ask me to download the Fitbit app from another country’s App Store, but I don’t have a non-China issued credit card to register another Apple ID for that solution. You can try this way if you have a credit card issued out of China.

[superyy]

btw, still using my Inspire HR for now, may have to switch to Garmin if this one dies.

[DynaDuo]

Ok. Thanks!

[DynaDuo]

😞 😞 😞

[Derek_Luo]

I met the same situation and also can’t change my App Store ID. It’s terrible since my wife and I have been using Fitbit so long and now may have to give up… I just want to be lucky if you finally find another solution. Thanks a lot.

[JustDavidd]

Facing the same problem.