Can't set up my new Luxe

[chezk]

So excited about moving from my Alta HR to a new Luxe (my 4th Fitbit model) until a) I found I cannot use both on my account at the same time (possibly should have checked before purchasing) and b) alarmingly found it apparently won't pair with my 3-year-old Moto G5s Plus mobile and no it never occurred to me that I'd have to invest in a new phone as well - that info took some research after the fact. Actually, I can't get it to pair to the PC app either (I've deleted the Alta). Very disappointing to say the least - sadly looks like back to the Alta and returning the lovely Luxe. Really shouldn't be so hard! Any suggestions (work-arounds) would be welcome. Regards.

Moderator Edit: Clarified subject

[JohnnyRow · Accepted solution]

Alta HR and Luxe should be able to co-exist on same account.

[chezk]

Thanks for giving me the incentive to give it one more shot on the day I planned to return it for a refund - I'd really had enough after all the conflicting advice (google; youtube; community & the Fitbit site) and about 4 hours of back and forth following all sorts of instructions. Yesterday I had already reinstalled the app & my old Alta HR which paired & synced without issue. Fitbit say you won't be able to reinstall the old app & that the new version requires Android 10 (my phone cannot be updated from Android 8). Anyway today left the Alta out of reach and went through the motions again. Put the Luxe on its charger & reset it (3 button push); turned the phone Bluetooth off & on; opened the app to select add a device (the luxe). It found the device and a code eventually turned up which I entered into the app. Till now this was not much different to all my previous attempts (sometimes not even being "found") only to be told to "try again" over and over. However, this time the app announced that the Luxe device needed an update which could take up to 20 minutes. With fingers crossed I just let it do its thing and voila! I now have both devices paired & syncing with only the problem of deciding which one to wear. I've posted this mainly to thank you as I was about to give up and in hindsight, I don't see how I could have instigated the update process from my end also it might encourage others to persevere. Memo to Fitfit - It really shouldn't be so frustrating! or time-consuming!.   

[JohnnyRow]

Glad you managed to finally get it going.

Here's the part about which devices are compatible with each other:

From Can I use more than one Fitbit device with the same account? 

The other issue about Android version: I just noticed in last few days that minimum had been changed from Android 8.0 to 10.0.  I don't know if that is really enforced yet.  Usually when requirement is changed like that, you are still okay running the older version, though maybe can't use some newer features (wonder if it means new features coming soon), but if delete the Fitbit app from your phone, then it won't let you download it again if Android version too low.

So I suggest do not ever delete the Fitbit app from your phone, thinking that might clear up some problem, because you might not be able to download it again.