Luxe won't pair to my phone

[Gizzy73]

Hi, on Monday at around 17:20 my fitbit stopped syncing with my samgung a13. I tried a number of times to restart my phone and synce with no luck. I checked for update and updated app, but still could not synce. unpaired and tried to pair again but fitbit cannot be found. Removed app and re installed still no luck. Please can someone help.

Moderator Edit: Clarified subject

[Julia_G]

My experience is that sometimes the Luxe’s Bluetooth is unstable, or perhaps not as strong as it should be.  If your app is up to date and several restarts do not fix this issue then I think it is time to get in touch with Fitbit Customer Support on Contact.Fitbit.com .

[MarreFitbit]

Hello, @Gizzy73. Thanks for stopping by in the Community Forums and trying to troubleshoot the issue with your Luxe before reaching out. I understand where your concern is coming from. 

Did you remove your Luxe from the Fitbit app only or your phone's Bluetooth too? Before considering other options, please confirm that you've tried the following:

1. Remove the Luxe from your phone's Bluetooth settings and in the Fitbit app.

2. Restart your Luxe.

3. Turn off other Bluetooth connections when not in use.

4. Plug it into the charging cable and open the Fitbit app.

5. Set up your Luxe.

If the above doesn't help, as @Julia_G suggested, please feel free to contact our Support Team for further assistance. Click here to get connected.

We look forward to getting you back on track. 

[Rich_Laue]

@Gizzy73 it sounds like you may have removed the Luxe from your app, instead of removing the Luxe only from the phones Bluetooth.. Be aware that your phones Bluetooth may not see the Luxe and this is normal. 

[Julia_G]

@Rich_Laue , I think she made that pretty clear.  Unfortunately if the app cannot find the Luxe and connect to it then she won’t be able to get it re-connected with her Fitbit app.  I have a Luxe with exactly this issue - removed it from the app because I was switching Fitbits.  Couldn’t ever get it installed again.  I keep thinking that since it connected once, surely it should be able to connect again, and I try sometimes.  Never yet succeeded though.

[Rich_Laue]

My thought @Julia_G is if the Luxe still shows as paired in the phones Bluetooth. The app may not be able to find the trusted Luxe, since it is looking for a new Luxe. 

[Julia_G]

@Rich_Laue , interesting thought, but that is sadly not my experience.  The difficulty for me seemed to be in maintaining a Bluetooth handshake -sign in - hello (whatever they call it in BT) with the Fitbit app long enough to get paired and then connected.

In the first moments after a restart the Luxe could be “found” and I would get the 4 digits.  But it could never connect after the four digits because it alway needed a restart to be found and with a new restart the 4 digits were no longer valid, if that makes sense.

Basically only a restart nudged it into each action, and since set up is two actions that cannot be restarted in between, it never worked again  (even though I did ONCE get it set up - though every sync thereafter required a restart).

Dodgy Bluetooth is my considered diagnosis.  And Fitbit Customer Support for further help!

[Luxe_Connect]

i also got a luxe and it can't receive any phone notifications, even though phone shows Luxe as a paired device still it doesn't show as connected. no one can fix this. very frustrating that from day one i can't get notifications