Luxe stuck on message "To start download the Fitbit app"

[anonymous58]

New Luxe arrived yesterday charged overnight and went to set up this morning.  Have spent hours trying to get it to pair with app.  It just searches and searches.  I've done all the suggested things that appear on the screen when it says not working time and time again both on my own and with the chat help desk - twice.  Screen of the Luxe says download the Fitbit mobile app on it which of course I've done & it is the latest version. Chat help desk has told me to wait for an email from someone more senior as they can't do anything further to help. Four hours later still waiting.  Have now seen that there appear to be all sorts of problems with this new Fitbit and wishing I hadn't bothered to get it!!

Moderator Edit: Clarified subject

[Odyssey13]

Hi @anonymous58  pretty sure it would take more than four hours for someone to get with you. Think of any office situation and as it's Monday, the person would need to catch up on anything remaining from last week first. Once they get your information, they'd have to do a bit of research into it. I'd think you'd need to wait a bit longer before they would be ready to let you know what's happening. I have a Luxe too. It doesn't pair with the app, but with your email address/account. You out of range of any other bluetooth or Fitbit devices?

[anonymous58]

Thanks for your reply.  Not out of range and no problem with other bluetooth connections only the Luxe.

[Odyssey13]

You follow the directions from this article? click

[anonymous58]

Hi, Yes I've done all of that.

[jodiplaros]

Having same issues and tried all suggestions offered by fitbit

[anonymous58]

Eventually got an email from Fitbit that asked me to provide a photo of the bottom of the box with the barcode and my invoice, but no solution to my problem.  Did this and have heard nothing since 08/07/21.  As I had bought the Luxe online I asked the retailer for a replacement which arrived yesterday and I had no problem setting that one up. Luxe that doesn't work has been sent back to the retailer.  All rather disappointing to say the least.

[Odyssey13]

@anonymous58 it's always best to go to the original seller when there is an issue. Glad you got it sorted.