Can't pair Charge 2 to new phone

[Gtfsgji]

I am trying to set up a fitbit device that I used over a year ago.  When I try to pair it, it does nothing and the pairing process fails

1. The device IS charged

2. The screen DOES turn on -- shows the main screen (time steps etc) when unplugged, and shows the battery icon when plugged it.

3. Yes, I DID restart the device (press+hold button when plugged in, shows the fitbit logo and firmware version).

4. I DO NOT see the device listed in my account when I log in, so I can't delete it -- it's already gone!

5. This is NOT the same phone it was originally paired with upon first setup -- I got a new one months ago and the old one is long gone.

I'm getting really frustrated because I've been trying to resolve this for a long time.  I understand there is no factory reset, which imo is the absolute worst design decision ever.  Last time I contacted fitbit about this SAME issue, they IGNORED ME.

Firmware(?): 22.48.14

[SteveH]

You mention it's a different phone. Is the new one on the list of supported devices at www.fitbit.com/devices ?

[Gtfsgji]

Yes, my new phone that I am trying to pair it with IS on the list of supported devices.

[SteveH]

The thing I find confusing is that the Charge 2 is showing the time which means that it thinks it is connected to an account (it only shows the setup URL when not connected), yet your account does not list it. 

I assume the setup process is failing at the point where it asks for the 4 digit code. If the code is not being displayed on the fitbit then I wonder if it could be being blocked by other nearby bluetooth devices. It's worth minimising these (although I appreciate that's not always easy).

Do you have access to a Windows 10 computer / laptop? It would be good to test the setup on another device to see if the issue is with the fitbit or your phone.

[Gtfsgji]

That's correct; it is showing the standard screen you get after it's set up, and I cannot seem to get it to "set up" (where it shows the setup URL etc). 

I have not been prompted for any 4 digit code.  The setup process fails when the app prompts you to "power on" the device so it can start to look for it to start the pair.

I did download the windows app like you mentioned and tried to get it to work with my laptop -- same result though (fails at the same step, can't seem to be discovered).  I don't see the fitbit in the list of bluetooth devices.  Bluetooth is on and appears to be able to pair other devices.

The device seems to be in a state where it is not accepting/allowing a new connection.  Even if it is deleted on my fitbit account, I don't know how that information can get relayed to the tracker seeing that it's currently not connected to any device.

[SteveH]

I'm afraid I'm out of ideas. The only real tool we, as users, have is the restart and if that's not getting it to communicate then it doesn't sound good.

I know you had a bad experience with customer support before but trying them again may be your best bet. Are you still in warranty? Although the normal term is 12 months, if you are in Europe it runs for 24 months from purchase. If support can't fix it you may be eligible for a replacement.