Can't connect replacement Charge 2

[Mt.Elbert]

I recently had my original Charge 2 die. I contacted Fitbit and they sent me a warranty replacement. 

I received it the other day and have been trying to set it up with no luck. At first I went to Add device while my old one was still listed in my devices. No Luck. I deleted my old device and tried again. No luck. I have restarted my phone, bluetooth(also removed the old Charge 2 from my bluetooth list) No luck. I can make the firmware show and then it tells me to go to fitbit.com/setup. Done that. Just takes me the long way to my app to add a device. Phone shows searching, but never finds it. 

The firmware shown on the app does not match firmware shown on Charge 2. 
Can anyone here help me. 

Thanks in Advance. 

[AlvaroFitbit]

@Mt.Elbert Welcome! Thanks for being part of our Community! Sorry to hear that you can't setup your replacement tracker and thank you for troubleshooting this. 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. If the issue persist you could try using a different phone or computer.

Let me know how it goes!

[Mt.Elbert]

Thanks for your suggestions, I am using an iPhone 6s Plus. I have cleared all Bluetooth, restarted phone and Charge 2 multiple times. No luck. I have also tried to connect to iPad, Windows 10 computer, and an android phone. No luck. Contacted Customer Service, and the asked me to do this all again. They weren't really much help. Said they would send my issue up the chain. Said I should watch for a new update for the app to be released, may contain a fix. 

[Stoop]

I’ve got exactly the same problem. Replacement arrived today and it won’t connect to my iPhone 6s which is on the latest app. I wonder if the Fitbit is on an older version and this is why it won’t connect. 

My old old one connects immediately so it can’t be the phone or app that’s at fault.

[SunsetRunner]

This has happened to me as well. My original Charge 2 won't charge unless I hold it against the prongs, and even then it may not work. Received my first replacement, tried all the troubleshooting, emailed fitbit support. Nothing worked. Since my wife bought an extended warranty they sent a 2nd replacement. Same issue, won't sync to any of our devices. Samsung Galaxy J3, S5, Tab 4, iPod 6. We even tried the computer with bluetooth, didn't work. Then a dongle from my wife's first fitbit, still nothing. Fitbit support just emailed me they are aware of the issue and are working on it, but didn't give me a timeline. So I guess I'm off to buy a regular watch just to tell time.

[Stoop]

I think the replacements are on old firmware. My old one has the updated firmware and connects every time without problem.

Why are they sending out fitbits that won't connect?

[Stoop]

Four threads and counting.

[SunsetRunner]

I am having exactly the same issue the others mention.  My original Charge 2 died.  I was sent a replacement.  I could not connect it to my iPhone 6S Plus, even after being on the phone for about an hour with a rep.  I returned the replacement (& original dead Charge 2) back.  Got my second replacement today.  Same issue - my iPhone can't connect to it.  Very frustrating.  Is it possible to get a refund?

[Momma4Bear]

---

@SunsetRunner wrote:

I am having exactly the same issue the others mention.  My original Charge 2 died.  I was sent a replacement.  I could not connect it to my iPhone 6S Plus, even after being on the phone for about an hour with a rep.  I returned the replacement (& original dead Charge 2) back.  Got my second replacement today.  Same issue - my iPhone can't connect to it.  Very frustrating.  Is it possible to get a refund?

---

Fitbit doesn't do refunds. Either a replacement of the same model or 25% off something else (with conditions)

[Stoop]

Well they have seven days to sort it or my social media skills will come into play. Most big companies hate negative feedback on Twitter and Facebook.

It’s just not acceptable that not only do their screens crack with normal use (we’ve had two crack exactly the same after around 10-12 months use and it seems we are not alone by any means) but that replacements are unable to connect after almost a month in some cases.

Not acceptable at all.

Get your act together Fitbit.

[SunsetRunner]

There is no bluetooth signal coming from my replacement device

[majormum]

Just received my replacement Charge 2 and my devices are on and off, my bluetooth is on and off, phone and ipad is on and off and no luck....... There does not seem to be any way that I can get this replacement to pair with my phone.  Stress is setting in.......

[SunsetRunner]

Like the original poster said - demand another one.

[Stoop]

Standard reply?

“We're sorry for the inconvenience this have caused. Our team is currently investigating the root cause and working for a fix. We hope to get this issue resolved soon.”

Its been over a month for some. Even the second replacements aren’t working.

[majormum]

My original Charge 2 was only 4 months old when it went splat!! This replacement is about as useful as a chocolate soldier!!

NOT GOOD Fitbit

Sent from my iPad

[SunsetRunner]

it's also too light to be useful as a paperweight!

[Sloq]

We have also done everything possible to get my husbands replacement charge2 to work.  Fitbit even sent a replacement for the replacement.     Been working on this since before Christmas    It has been very frustrating 😞.   They just keep telling us to look for an update ☹️     Fitbit why don’t you send out a working upgraded Fitbit till you get this problem fixed.    Fitbit had a 5 star rating till this happened 

[SunsetRunner]

Just spent 35 minutes on the phone with customer support trying to setup my second replacement pebble.  Diego was very nice, but could not get it to connect.  (Basically repeating pretty much what I tried in my previous two attempts.)

He acknowledged that there is a problem with the app.  (Finally - he must have read the other similar forums on this topic.)  He assigned me a case number and basically said they are working on it and will let me know when it's resolved.  Could not tell me when.  (Duh!)

I asked for a refund, but apparently that's not possible since it was bought (as a gift) from Best Buy.

What gets me is that this is apparently a major problem that is apparently known to fitbit, yet from the other postings I've read, they haven't been too quick about resolving it.

Not a good way to protect your brand image!

[Sloq]

I have been on the phone with Fitbit a couple of times over the past 3 weeks and I agree they are in no hurry to fix my Fitbit connection problem.

[Stoop]

It’s not the app it’s the firmware. All the problem ones are on 22 53 04.