Android phone can't find Charge 2

[Rchbrwn]

Device hasn't synced since Monday last week so I removed it from the app and tried to pair it again, however, it goes as far as finding the device pairing the 4 digits but then it just keeps showing that it is connecting & then stops on the error screen saying it cannot find the device. Not sure what to do have; I restarted tracker and phone (Google Pixel 2),  uninstalled & reinstalled the app. The charge 2 device shows when I search for it via Bluetooth but it's not listed within my devices.

Any help would be appreciated. Have had no issues since 2016

Moderator edit: format. 

[AndreaFitbit]

A warm welcome to our community @Rchbrwn. I'll be happy to assist with your Charge 2 syncing inquiry. Thank you for mentioning the steps you have followed to resolve this and for mentioning your phone's model. 

Sometimes when the phone is not listed under the compatible devices, it doesn't complete all the functions correctly. I'd suggest trying to pair your Charge 2 with a computer or a compatible device and then sync it with your Pixel 2.

Please let me know how it goes and if you have more questions. 

[Rchbrwn]

Hi Andrea,

Thanks for getting back to me. I've tried the steps listed above. My laptop can find the tracker via bluetooth but won't connect. If I try via the fitbit website it can't find the tracker at all.

[newjump]

I have the same problem! Charge 2 and a Google Pixel 3a. It shows the 4 digits and then gives the error screen. It's found under 'available devices' on my phone. Tried your suggestion and it's still not working. Please help.

[AndreaFitbit]

Thanks for getting back to us and for trying pairing your Charge 2 with your laptop @Rchbrwn. Welcome @newjump. Thanks for trying suggested advise. 

Thanks for letting us know about this situation. We’re aware of it and are working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

[Rchbrwn]

Hi Andrea,

I spoke with the support department of Fitbit and they have advised there is nothing they can do as the device is out of warranty. It seems pretty poor that I'm being advised to throw away a perfectly good device & buy a new one purely down to an expired warranty. 

[Ocelot]

Did you update the software recently? What version of Android is on your phone?

I daren't upgrade my software on my phone as it is a Galaxy S5 running Android 6 and am concerned about it no longer working.

[AndreaFitbit]

Thanks for getting back to us and for your comments @Rchbrwn. Thank you for your feedback in regards our warranty, we strive for excellent customer service, and customer satisfaction remains our number one goal, however, the demands of running a global business require that we now enforce our warranty consistently.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thank you for understanding and keep on visiting the forums. 

[Rchbrwn]

Hi Andrea,

Thanks for getting back to me. I hope my comments were not misinterpreted. I have no issue with Fitbit enforcing their warranty. However, I would expect to be able to have a product repaired (at my own cost) as opposed to contributing towards landfill by repeatedly buying products as opposed to repairing and recycling.

[Rchbrwn]

Hi Ocelot,

I'm running Android 11 on a Pixel 2. I have had no issues with the connection until the Fitbit app updated on the 23rd of November. 

Since then the device won't sync. It's no longer listed in my devices yet the tracker continues to function as though it were still connected. i.e. Tracking my steps, providing updates on my goals & even my regular alarms.

It's all very strange 

[AndreaFitbit]

Thanks for getting back to us and for your comments @Rchbrwn. I now understand your point of view. At this time Fitbit doesn't have repair centers and I appreciate your feedback.

Regarding your comment with your Charge 2 not working with your Pixel 2. Right now, there's an issue with these models and our team is already working on a fix. Let's hope that's what's happening with your device. What you just have mentioned is weird though. 

Please let me know if you have more questions or concerns.  

[NickCsk]

Hi Andrea,

May I know if there has been any progress on this issue?

Appreciate if you could share with us any updates/fixes that Fitbit is looking into.

Thank you.

[AndreaFitbit]

Thanks for getting back to us and for your question @NickCsk.

Right now Fitbit is working hard at building a solution for this bug and customers that have Google Pixel. 

If I get more information I´ll update this thread. Keep on visiting the forums.