Can't set up my new Luxe

[luisteixeiracor]

I received my Fitbit Luxe yesterday and can't proceed with the initial setup. It's been a nightmare!

Tried a lot of "tricks" reported on other posts (reinstall Fitbit App, restart device, bluetooth, clear cache, etc.), but nothing seems to solve my problem.

The Fitbit Luxe can't be found by my smartphone (Samsung A51).

Please see the images attached. I can't move forward. Extremely disappointed 😞

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @luisteixeiracor. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue wiht your Luxe before reaching out. I understand how you must be feeling. 

While reading your post, I was wondering if you have any other Fitbit device linked to the Fitbit account you're trying to setup your Luxe to? If so, note that you can't connect multiple devices that use the Fitbit App Gallery to one account. For Fitbit Charge 3, Fitbit Charge 4, Fitbit Ionic, Fitbit Inspire series, Fitbit Sense, and Fitbit Versa series, only connect one of these devices to your account at a time. For more information, see Can I use more than one Fitbit device with the same account? 

[luisteixeiracor]

Hi, @MarreFitbit ! Thank you for your help, that worked and I finally managed to conclude the set up 🙂

however, it seems that Luxe is very buggy. When I tap twice sometimes the screen does not show the hours (keeps dark) and other times, it shows the Fitbit blue icon before showing the hours and be “ready” to be usable. 
why these bugs? My experience with Luxe so far has been very bad. 

Additionally, tonight was the first night my wife was using Luxe and the sleep track was completely wrong. (Wake up time was ok, but the hour she fell asleep had 1h30 difference) 

(I have a Versa3 and I’m super happy. So, I offered Luxe to my wife, but this has been a nightmare. We’re considering to get a refund. )

can you help me on how to fix theses bugs?

 Thank you 

[MarreFitbit]

@luisteixeiracor You're very welcome! I'm glad to hear that the steps worked for you. 🙂

Before considering other options, please keep in mind that your time asleep is calculated by subtracting your time spent awake and restless from your overall tracked sleep time. For example, if you slept 8 hours but woke up 2 times for 15 minutes each, your time asleep would be 7 hr 30 min. Edit or delete sleep logs in the Fitbit app. For instructions, see How do I add, edit, or delete Fitbit data and activities?

Nevertheless, I'd recommend to sync the Luxe to the app after waking up. This will help to make sure that all the data is sync properly. 

On a side note, please note since you just bought the Luxe, you'll need to give the RHR a few days to settle down. It does some calculations, looking at heart rate throughout the day and while you are sleeping, so it might just not have enough data to give a reasonable value yet.

In addition to that, I recommend considering the following in order to get sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.
  
  

For more information, see What should I know about Fitbit sleep stages?

[luisteixeiracor]

Thank you, @MarreFitbit ! I’ll let the sleep algorithm learn and will wai a few more days in order to get better accuracy. 

but, what about the fact of Luxe being very buggy?

When I tap twice sometimes the screen does not show the hours (keeps dark) and other times, it shows the Fitbit blue icon before showing the hours and be “ready” to be usable. 

my wife today did not wear the Luxe because it was not working again (blue icon again, after the whole process, yesterday). 

makes no sense to me. Very disappointed 

[MarreFitbit]

@luisteixeiracor Anytime! Let me know how it goes the next few days. 

Regarding the screen inconvenience, have you tried changing the clock face? It may be the clock face you have selected, I'd recommend trying to change your clock face. 

If you continue having issues with the screen wake feature, please restart the Luxe as suggested here How do I restart my Fitbit device?

I totally understand why you're feeling disappointed. Try the above and let me know if that works, I'll be around if you need further assistance. 

[luisteixeiracor]

Hi, @MarreFitbit ! Still no luck 😞

there must be a problem with the pairing. I can't pair it with success, as you can see on the screenshot attached.

Any help? I'll give a few more tries this weekend. If that does not work, I'll ask for a refund.  (Samsung A71, Android is updated (version 13), Fitbit app - version 3.83.1)

This is the worst experience I've had in the last few years with a tech device. And I'm a tech savy, so I've been using a lot of devices in the last few years. Unbelievable, my wife wants me to proceed with the refund in the next days.

[luisteixeiracor]

It seems I can't post the screenshot of the error...

So, I'll leave here the message:

"Pareamento de Bluetooth e vinculação
Para melhorar sua experiência do Fitbit, você precisará parear com Bluetooth e vincular o tracker com o aplicativo Fitbit.
Houve um erro ao tentar parear seu dispositivo via Bluetooth. Deseja tentar novamente?
Cancelar or Tentar Novamente?"

"Bluetooth pairing and bonding
To enhance your Fitbit experience, you will need to pair with Bluetooth and link the tracker with the Fitbit app.
There was an error trying to pair your device via Bluetooth. Do you want to try again?
Cancel or Try Again