Fitbit Luxe is stuck on "To start, download the Fitbit app"

[E_A_S]

I just got a Luxe today (my first Fitbit device). I've had it charging and it's at 100% now. I downloaded the device and went through the prompts to accept terms of service, made sure Bluetooth was turned on, prompts said that the device should be set to go. Except... it's not actually doing anything. It's just stuck in the "please download the Fitbit app" screens on a loop. I've restarted it using the charging cord a couple of times. I've tried restarting the phone (Android Pixel 3, all OS stuff should be up to date), nothing.

The Luxe screen's not frozen because it's looping through animations and while charging switched to show the charge percentage for a while. It just doesn't seem to be recognizing that my phone is ready to sync with it. I have tried pulling down from the top of the app and it says it's gathering data, but then nothing. I've tried going under my account to "set up a device" but all it does is take me through the same loop of accepting terms, telling me to charge my Luxe, and then telling me I'm all set because location settings are good. 

I'm so frustrated, I just want to use my new Fitbit but I can't figure out what else I can do to unstick things.

Moderator Edit: Clarified subject

[Julia_G]

Hi, @E_A_S , it sounds like it’s time to get in touch with Customer Support if you have not done so already.  You can reach them here 

Good luck, and let us know how it goes!

[DianneE]

did you get this sorted as your comments were a while ago but I have just got a new fitbit and its doing the same thing - Fitbit Luxe

[Psal78]

Just received a replacement device today from Fitbit and it’s giving me the same message “download the app” even though it’s downloaded.  Fitbit will not synch with any device. Went through customer support who was not able to help.  They’re sending me a return label to ship it back which is very frustrating. This already was a replacement as my first Fitbit was draining in less than 24 hours despite hours on the phone with their support.  Beginning to think the Luxe is a lemon of a product.  Had two others previously and loved them.  Two returns of the Luxe in one month is unacceptable. 

[DianneE]

Thanks, I am having trouble all round -fitbit wont accept password, email address - ha ha and yet here I am... device still asking me to download app which I have done several times and then deleted to try again and bluetooth on and off, following all instructions. No one seems to want to help - unfortunately it was given to me without a box and I cant even follow up re receipt but it is apparently new and looks that way - perhaps my stupid mistake for not checking.

Thanks for your reply

Dianne

[LGemz18]

Good to know, as I was just told that I would need to get a replacement as well so not happy after only 3-weeks thinking I was doing an upgrade from Inspire, that was super solid for the last three years with better watch faces, even if not in color so very frustrated with this Luxe Loop and having to send it in, wait for a replacement, and possibly still be stuck😔 

[LGemz18]

I should have kept my inspire and not have bought into this Luxe fitbit more expensive and more trouble trying to get it to work and now have to send it back and possibly go through this loop again so no stupid mistakes, just an overrated product that is not working as expected...

[Jmathm]

Having the same problem I will give it until in the morning before I carry it back to the store and never buy another one. I paid over $100 and I can't figure out how to turn it on that is too complicated apparently. The price wasn't complicated they got their money and I can't use the phone