Can‘t connect 2nd hand Charge 2 to account

[Tracy456]

Hi, I need help. I just bought a 2nd hand charge 2 (rarely used with original packaging etc.) but it won’t connect to my account. Fitbit app can find it without problems, but after entering the 4 digit number (from the charge 2 screen) into my Fitbit account, I receive a failure message „There was an error while trying to pair your device“ and it won‘t connect it to my account. The former owner of the Fitbit said, that she disconnected it from her account. Then created a new account to test it and it worked fine than she deleted this new account - a week ago, so she doesn‘t have access to it any more. Not sure, if she disconnected the device before deleting the account 😫. If this account is really deleted, it should be somehow possible to connect the charge 2 with my account, no? Any idea how??? The Fitbit itself seems to work fine, tracking steps, measuring heart rate, etc...

[AlvaroFitbit]

@Tracy456  A warm welcome to our Community! Sorry to hear that your can't setup your Charge 2. Which phone are you using? Is it compatible? You can try going to your phone's bluetooth settings and remove all devices listed there. Restart your phone and restart your device. After this try syncing them. Also, if you are using an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. You can find additional suggestions here.

Let me know how it goes.

[Tracy456]

Thank you so much for your reply!!! It‘s working now 😊😊😊. Apparently it was still listed in the bluetooth connections of the former owners phone. After she deleted it there, I was able to connect it to mine.
I’m just wondering, what people are supposed to do with their device, if their phone gets stolen or lost or breaks? There should be a proper factory reset function on the device itself to my mind 🤔...

Moderator edit: format

[AlvaroFitbit]

@Tracy456  thank you for your update and sorry for the late reply. 

Happy to hear that your Charge 2 is working now. Also thank you for your inquiry. Currently this isn't possible but you can share your idea in our Feature Suggestions board. Search for the idea first to see if one already exist so you can add your vote. The more votes an idea gets the more likely the developers will try to implement it.

Let me know how it goes.