New Luxe won't pair

[Axlynn]

I recently received a new Luxe for Mothers day.

We had a hard time pairing it as it wouldn't pair with the phone unless I restarted the Luxe while charging on the USB connector.  It would only recognize the pair immediately after the watch restarted - was stuck on "download Fitbit app"  on the luxe screen for the longest time and wouldn't do anything. 

Finally got it half get set up but now it won't update at all even when we do the restart while charging - phone recognizes the watch immediately after restart as mentioned but then stops pairing and won't update.

I've tried all the help and tricks that are on this board to solve pairing issues but still won't work. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Axlynn. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Luxe before reaching out. 

In addition to the steps you've done, please try the following in the order listed:

• Unpair your Luxe from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Luxe.
• If there is no connection, restart your Luxe.
• Once your Luxe is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 
  
  

With the steps above, what I want you to do is to pair your Luxe first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[Axlynn]

HI Marre,

I tried all of the above and the watch still won't pair with the phone.  Still does the same after a reset it starts pairing then stops pairing shortly after and my phone can't find it (on Samsung S22).  I tried my phone after to pair with other devices and it has no problem pairing with those - the only one it won't pair with is the watch.

[MarreFitbit]

@Axlynn Thanks so much for getting back and trying the steps I've recommended above. 

As our last resort, please try swipe down from the clock screen to find the Settings app, on your Fitbit device, open the Settings app > Device Info > ClearUser Data.

Once the above has been done, please try once again to set up your Luxe with your Samsung S22.

[Axlynn]

HI Marre,

Tried that, no luck - now we are stuck on the "download the fitbit app" again and can't get any further.  We also called tech support - we walked through all the info that you relayed and still couldn't get it to pair.   They have passed my info onto the Warranty folks, and waiting for an email from them.

Thanks for the advice and help.  

[skwels]

Hi, Marre, this happened to me as well. I've had my Luxe for over a year and it just unpaired and wouldn't pair on 5/20/23.  I don't think it's a coincidence that it happened around the same time as the other user.  Did Fitbit do a system or firmware update recently?  This appears to be a Fitbit issue when neither of us can pair our Luxes to our S22's.  I had to try to pair it literally fifteen times before it would work.  Please do better!

[Axlynn]

Hi All,

Just got my replacement Fitbit Luxe and it paired immediately.  No issues.  Not sure if its something with older models and the Samsung S22 phones - but I'm up and running now.   Good luck Skwels... hope yours gets fixed.