My Luxe is not working properly

[SunsetRunner]

My luxe doesn’t work, how do I get my money back?

Moderator Edit: Clarified subject

[Odyssey13]

Hi @SunsetRunner  depends on where and when you purchased your Luxe. If directly from Fitbit, you have 45 days to request a return for refund. If from other retailers, it varies. Some retailers have a 14 day window and others, like Costco, have a much more generous time frame in which to return it.

[MarreFitbit]

Hi there, @SunsetRunner. Welcome to the Community Forums. I'm sorry to hear you're unhappy with your Luxe. We‘re taking your comments and sentiments in regards to our products into consideration.

Before considering other options, I'd like to offer you assistance. With that being said, may I know the issue you're experiencing with your Luxe? If you experience any of the following issues and you've checked your settings, restart your device:

• Won't sync
• Won't respond to taps, swipes, or button press
• Won't track steps or other data
• Won't show notifications or reminders

For instructions, see How do I restart my Fitbit device?

As for your question about returning your Luxe, please take @Odyssey13's information into consideration. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

[SunsetRunner]

Thank you for your reply, I am a little sad and teary from frustration of not being able to link/pair my lovely new Luxe and be inspired to move forward, as I have some health issues.
I have tried everything possible to get my Luxe working, from following all the written instructions given, several times.

My daughter has the same Luxe and she has tried several times to no avail.

I have been on the help web and there isn’t any other ideas.

So what I do have, my Luxe charges well, the screen lets me know the battery percentage and continues to flash download the Fitbit app but it doesn’t recognise the app on my phone, and yes my Bluetooth works well and searches for the Luxe without any luck, and the Luxe fits beautifully on my wrist, which is depressing.

Any help or ideas would be very much appreciated for this nearly 60 year old.

Kind regards
Axelitis

Get Outlook for iOS<>

[Jrdubyakc]

@SunsetRunner  What phone do you have?  Is your phone operating system:

• Apple iOS 14 and higher
• Android 10 or higher 

The app should be walking you through setup. What steps are you taking when you go into the app? What step do you get to before it stalls out? 

Have you tried to restart as @MarreFitbit suggested? For instructions, see How do I restart my Fitbit device?

[SunsetRunner]

Thank you for replying to my request, firstly my iPhone is ios15.5.

I have done everything that has been suggested, my daughter informs me that I cannot change settings on my Luxe as it has not linked into the Fitbit app, and in that issue I have tried and tried and I have not been successful, my Bluetooth is working well, it connects with my iPods without any problems, I have read through everything several times as has my daughter who also has a Luxe with no success, I really don’t see that I am missing anything.

Does anyone have any advice to where or what I do from this point.

Many thanks for your help.
Kind regards
Axelitis

Get Outlook for iOS<>

[MarreFitbit · Accepted solution]

@SunsetRunner Thanks for the details provided in your previous posts. I understand where your concern is coming from and how you must be feeling. @Jrdubyakc Thank you so much for your help!

I'd like to clarify a few things so I can know where the issue might be coming from. With that being said, I'd like to know if you and your daughter are using 1. a separate mobile phone and 2. a separate Fitbit account, I mean, a personal mobile phone for each as well as a Fitbit account? Note that you can't connect multiple devices that use the Fitbit Gallery to one account. For Fitbit Charge 3, Fitbit Charge 4, Fitbit Charge 5, Fitbit Ionic, Fitbit Inspire series, Fitbit Luxe, Fitbit Sense, and Fitbit Versa series, only connect one of these devices to your account at a time.

If the above does not describe your issue, may I know if besides your iPhone, you've tried using any other device to set up your Luxe? 

Meanwhile, I suggest trying the following:

• Check if by any chance your phone's Bluetooth shows the Luxe as a connected device. If so, please unpair/remove it.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Luxe again.
• If there is no connection, restart your Luxe.
  
  

If you can't get started with your Luxe, usually a missing requirement is the cause. Carefully review the requirements provided in the help article Why can't I set up my Fitbit device?