Fitbit Luxe won't pair or sync to my Fitbit app

[tuxxilla]

Being a happy customer for Inspire and Charge I  thought about upgrading my wifes Charge. Mainly for the style but also expecting a device at least as mature. Unfortunately this is not the case. I am not able to use the Luxe as it is not connecting for most of the time:

• 7 times initial pairing to get it even connected
• 10+ times trying to install the update. Never came to even 10%
  • Ended up being stuck in almost every possible screen of the update process
  • Luxe all of a sudden restarts during update (app still thinks its updating for another 10 Minutes)
  • No feedback what so ever
• 5+ times trying to sync (after being paired). Worked one time out of five and timed out the other four times.

I am very close to return this shiny golden hardware brick...

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @tuxxilla. Thanks for stopping by in the Community Forums and sharing the issues you're having with the Fitbit Luxe. We‘re taking into consideration your comments and sentiments in regards to our products and services.

To solve the issue, please try following the steps below:

1. Force quit the Fitbit app, open the Fitbit app, and sync the Fitbit Luxe. 
2. Make sure you've followed the steps provided in this help article Why won’t my Fitbit device sync?   
3. Please restart the Fitbit Luxe and manually sync the tracker.

Hope that helps. 

[tuxxilla]

Hey @MarreFitbit,

I guess I tried all variations of iPhone restart, Fitbit restart, Bluetooth disconnect/forget. I also removed the previous device, i.e. only one  device is connected to the phone. I have not tried another Phone yet but I am not sure if I want to take more hassle.

My Fitbit journey so far is Fitbit One, Inspire, Charge 4. None of these ever failed that hard. Based on posts on this forum and on twitter I sounds like a general issue...

Could you please tell me, if there is a chance to get this product working or should I return it right away and buy a gold bracelet for the good old device?

[MarreFitbit]

@tuxxilla At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon. 

[dc57]

I feel your pain. So far my Luxe is nothing more than an expensive step counter. Very frustrated and disappointed! 

[MarreFitbit]

Hi there, @dc57. Welcome on board. I'm sorry to hear that you're having issues with your Luxe. I understand where you're feeling frustrated and disappointed. 

I've seen you got in touch with our Support Team before posting here and they've tried helping with this issue. If you still have difficulties with your Luxe, please feel free to contact our team back so they can continue assisting you.

We look forward to getting you back on track soon. 

[alemap1]

Hi-

I too was a happy Fitbit user who moved to the Fitbit Luxe when my Charge 4 case broke in early August.  I am sorely disappointed in the watch.  Within the warranty period it ceased to sync and would not restart.  That follows weeks when it was very slow to sync and did not record data accurately.  I phoned in to Fitbit support and after they could not help me I was given two options: a replaceemnt Luxe or 50% off another Fitbit.  I did not want another Luxe but with this offer I am given no choice but to get another one.  I will report if the replacment has the same issues.

A very disappointed Fitbit customer.

[dc57]

Hi alemap1,

After hours of attempting to pair and following all of the suggestions from customer service, it turns out that the Luxe isn't compatible with my phone (Huawai p20 lite)!! I was furious that this was not pointed out at the time of purchase as I've wasted so much time trying to get the device to pair or sync. I had no option but to return it for a refund. None of the other FitBits are an acceptable option for me as I'm really tiny and the Luxe was so much smaller and more elegant with the Gorjana bracelet. 

Disappointed doesn't come close!