Luxe won't pair

[Ladymara]

I have had my fitbit Luxe for several years without any problems.  Suddenly it will not record my steps or any other information.  It has somehow become disconnected overnight from my phone for no apparent reason.  I have tried the steps in some of the other posts and it still does not pair.  It just keeps running and says "searching for your Luxe."  I have spent two hours trying various fixes and am becoming extremely frustrated.  I have started, restarted, started again the phone, bluetooth and any other thing suggested.  Please advise why this would have happened suddenly when it was just fine 24 hours ago.

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Ladymara , please can you confirm that you have not recently changed phones or tablet device that you use to sync your Fitbit?  Also are you absolutely certain that you have logged into your correct Fitbit account?

Sync problems are not unusual and often resolve themselves without the user taking any further action, but it is unusual for a device to spontaneously be removed from an account without the user having actively removed it.  Unfortunately if you did try to re-set it up, that will have removed it the Luxe in the process…. I am sorry to say that I had a similar issue with my Luxe.  It worked fine - although syncing was always a little inconsistent (needed a restart almost every time).  Alas when I removed it never would re-attach to my, or any, phone or account (I tried lots and lots).

So, my recommendations are to help get to the bottom of this

-confirm you have not accidentally set up and logged into a different Fitbit account not attached to your Luxe.  Please check all your history.  Is your sleep info still there or is it just exercises?  Are ALL previous exercises over the years missing or just the recent ones?  When did it last record an exercise (and when did it last sync?)

- if you are in your correct account, confirm whether your Luxe is attached to your account (from the opening screen click on the small phone/watch icon top left to go to the device screen).  On the device screen does it show that there is a Luxe attached to your account?  

Hopefully with a little more information we can get to the bottom of this.  There is always someone here to help!  (And welcome to the Community Forums…)

[rosie511]

I have had the same issue with my Luxe for the last week and I have also followed the guidelines and advice to no avail. I am using the same phone (Moto E30) which is working perfectly the Luxe is also working but will not pair. I did however manage to pair using my husbands Samsung. Any advice on where the problem lies as I don't want to change either my phone or Fitbit.

[Maryrose2449]

Hi, I'm having the same problems since last week. I'm so frustrated, have tried all the advise on here but nothing works. I've had my Luxe for a couple of years and always worked fine. There must be a problem with fitbit themselves as so many people are reporting the same issue. 

[Ladymara]

I have been trying all of the various supposed fixes and have not had any
luck. I really don't know what to try next. Mine just suddenly quit
syncing - no apparent reason. Very frustrating!!

[Maryrose2449]

It seems very odd that this has happened to many at the same time. I had this problem with my other watch, wasn't a luxe but was fitbit. I assumed it was because I hadn't used it for some time so I bought the Luxe. I hope this isn't a way to get people to buy a new tracker after a certain time. If this is the case I certainly won't be buying another fitbit!

[dobbysocks]

I also resorted to pairing to another device, Rosie, but now that stopped working as well. It's a bug on the service side. They need to fix it. 

[dobbysocks]

Exactly. I guess we need to wait until they've resolved the issue. But it's annoying that it's taking them so long to fix it. 

[dobbysocks]

I agree. I have been using Fitbit since the little pebble version (I like the small profile of their trackers). I wore my last Luxe through a few marathons and eventually wore it out. I bought a new one (and they're not exactly cheap!) only a year ago, and this should not be an issue at this point. It's a bug on Fitbit's side, probably due to software updates. But the fact that it's taking so long to resolve is annoying. 

[Maryrose2449]

Does anyone know how to contact fitbit?

[FatimaFitbit]

Hello everyone!

Thank you all so much for letting us know about this situation and for keeping us updated.  Our team has been looking for a solution and has recently launched a new version of the Fitbit app. Some users have reported that with this new version of the app they're able to sync their devices again. 

Please try to update your Fitbit app to the 4.28.3 version. If it doesn't work, please restart your phone and try the steps of set up as new device again:

1. Update the Fitbit App to 4.28.3
2. Open the Fitbit app. On the Today tab, tap on Devices (Device icon, top left).
3. Delete any connected Fitbit Trackers/SmartWatches, if any are shown.
4. Go to Android Settings, Bluetooth (Connected Settings), and "Forget" any Fitbit Trackers/SmartWatches if any are shown.
5. Restart your phone.
6. Open the Fitbit app and re-add the Tracker/SmartWatch (via the Devices icon, top left). How do I set up my Fitbit device? 
7. From the Fitbit app, Today tab, Tap or Hold near to the top of the screen and then drag down to perform a manual sync. 

[rosie511]

🙌 Pleased to report now back up and running 🤞 it stays that way!

Thank you

[fuzzyct]

Same here. After 2 weeks of trying everything. Must have reinstalled the app at least 8 times then today it worked.

[Ladymara]

I have finally been able to pair my luxe after much frustration. Thank you
for the solution. Now I just hope it keeps working. What actually
happened that it would not pair? I do not think I had done anything
different. It just suddenly disconnected.
Regards,
Margaret Kline.

[Maryrose2449]

I can't seem to find this new version on Google play. I'm getting so frustrated with this. Been trying to reconnect for weeks. Even Bluetooth won't connect to my Luxe now.

[Maryrose2449]

Finally got it working!!! 

Removed the app yet again.

Went to settings on my Luxe, tapped on device info, then clear user data. Then downloaded the app again and it all went smoothly from there. 

Long may it last! 

[FatimaFitbit]

Hi there everyone!

Thank you so much for all your updates and for your patience. I am glad to know that you are able to sync your Luxes again!

I recommend you visit our discussion forums. There you will find several users who are interested in fitness, healthy eating, or better sleep and who share many tips with each other. They will certainly be happy to see you there.

The Fitbit community is always available to you. I hope you have fun with Fitbit.

Best wishes!

[fuzzyct]

Having the problem again. I am considering getting a new one, but what if it doesn't work either.

[FatimaFitbit]

Hi there @fuzzyct! Thanks for your answer.

Are you getting an error message? Do you use an Android or iOS phone?

[Sewjo514]

I agree, same issues as everyone else, just started recently. I am done with Fitbit.