Notifications won't come through Luxe

[Polly222]

• Got this Luxe for my birthday last week. Seemed to set up ok but no way will notifications come through on the Fitbit. Family who own fitbits have also tried but with no success. Waste of money so far and no idea how to contact Fitbit themselves as it was bought from them. Help!

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Polly222  have you seen the article on how to get notifications? click to read

[DT22]

Hi I am having the exact same trouble with a Fitbit Luxe I bought for my mum for Xmas!  
I have a Luxe myself and didn’t have any issue with the setup. 
I have been through all the steps in the article - phone, app, watch all updated. I’ve uninstalled and installed, restarted, turned Bluetooth on and off, checked all settings… been trying for over 2 hours and can’t get text or WhatsApp on there. In fact when you click to select the apps you want notifications for the screen is blank! 
Any help much appreciated…

[Polly222]

Hi I have been through all the same steps as you and my daughter has tried as well as she has a Fitbit so knows what to do. I cannot get any notifications at all from text, email, WhatsApp, Messenger etc. Surely it must be something simple but how do you speak to Fitbit themselves as cannot get through on chat.

Disappointed indeed!

Betty

[Odyssey13]

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[Polly222]

Thank you. I shall try the 0800 number.

Regards

Betty

[DT22]

Did you get a solution at all?

I went through chat support - couldn’t help. I called 0800 number - couldn’t help. 
I rushed out last night and returned luxe to John Lewis who took it back and gave me another. Got home…set up new one and same issue!!!

I’m at my wits end now. I bought this for my mum because we live far apart and when I call her she doesn’t hear the phone ringing. I was hoping by wearing a Fitbit the notifications would be helpful. And that’s the bit that isn’t working. I go back home later today and have to leave my mum with this (her Xmas present) not working. If/when the higher up people in support get back to me I have no idea how my mum is going to set this up on her own. She doesn’t understand tech at all. I’m so cross. desperately trying to sort this in the next few hours 😔

[Polly222]

Oh I am so sorry for you and your mum.

I am going to return mine to Fitbit and ask for a refund. I’ve tried and tried today but the screen is either on or off all the time. It’s fully charged so shouldn’t be an issue. Have had the odd WhatsApp come through but no texts or emails which my old cheap watch had no trouble getting.

Good luck.

Betty

[Jaguar-1]

Hi

my Luxe was working fine with notifications re text alerts phone calls etc …

I did an update from Fitbit after which all the notifications stopped working. 
rubbish piece of technology. I had another Fitbit a few years ago and the same thing happened after which it stopped charging too. 

[DT22]

Thank you for the info. 
I am currently waiting for someone higher up in support to advise. If not then it will be going back. Hoping the fact I bought it from John Lewis store and used credit card to pay should have me covered regardless of 45 day rule Fitbit want to impose. Think I’ll be covered by statutory rights on “fit for purpose” and credit card section 75 rule. 
ultimately hoping I don’t need to return and we can sort this. So disappointed just now 😔

[LizzyFitbit]

Hi everyone, and welcome to our new members. @Odyssey13 Thanks for your help.

Thanks for the details provided, and the steps tried on your own. I'm sorry for this inconvenience with your Luxe. This isn't the experience that we want you to have and your feedback is appreciated as it'll help us to improve our devices, as well as our services.

By the way, let me clarify that we provide refunds to any order purchased from our Fitbit store that is within 45 days. If your Luxe was purchased from another retailer, I'd recommend getting in touch with them so they can provide you with more details about the refund policy. You can read more about our warranty and our return policies here.

@Polly222 and @DT22 I went ahead to check your details and I noticed you already have a case created with our Support team. I'm sure they'll continue helping you, so please keep an open communication with them.

@Jaguar-1 I understand this started happening after updating your tracker, but could you confirm the model of your phone? I'm asking there are some settings that you need to check depending if you have an Android or Apple phone. Because your post didn't mention, please check this help article which describes the requirements to get the notifications working, as well as some troubleshooting tips.

[DT22]

Thank you for the reply Lizzy. Yes I have a case open with support. I went via chat channels and the phone line and neither could help. I was told a case would be raised with support however no one has come back to me yet and that was a few days ago. I already returned the luxe to the retailer I purchased from who replaced it with another. But I have the exact same issue. 
the problem is now that i have had to leave my mum with a Fitbit (gift!) that doesn’t work properly and if/when support do come back to us then I am not there to sort this for her. My mum is 72 years old and not tech savvy at all. 
Is the issue we are having to do with the update I had to do on the luxe as soon as o took it out the box? Is this is common/known issue?  How long to support take to contact us? 

[Jaguar-1]

Hi

i have an iphone. Latest update installed. 

I used to have a Fitbit Alta from 2018 - 2022. In March 2022 the battery stopped charging. When I originally had the Alta? I used to receive text message notifications, telephone notification amongst others… after a 2 years or so that stopped working: 

The tracker I have now is Luxe bought in April 2022. Text messages notifications never worker but until the latest update call notifications, WhatsApp & find my phone we’re working. After update nothing was working. I have messed around with it past few days & yesterday I got WhatsApp & telephone calls notifications to work.

Text messages and find my phone notifications still do not work k sadly. 

Also I joined the community the general one and for the Luxe. But each time I go into the Luxe community? It keeps saying I do not have access?? Strange. 

if you need any further information- please let me know. I am not impressed nor does Fitbit inspire confidence for me. Thanks.

[Rozuelas]

I’ll keep my fingers crossed for you.
JL are very good I know.

Sent from my iPhone

[Rozuelas]

Does this prove my point? The Luxe is not fit for purpose.

Rather than keep deleting my messages to other sufferers, how about giving
some proper customer support which is to advise her to return it.

[Polly222]

Hi just to let you know that Fitbit refunded my money yesterday. Regards