Can't pair my Charge 3

[LjRbnsn]

I am trying to set up a new account for a new fitbit charge 3 and I cannot pair with it. The error message says 'couldn't pair because of an incorrect pin or passkey'
I did have my husbands Charge 3 connected and have taken his outside of the home more than 30 feet away from where I am trying to pair the new one. Only 1 Charge 3 is showing up to pair with but it won't connect. I can't keep it if I can't use it.
Thank you

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Hello there @LjRbnsn, welcome to the Community Forums. We're sorry for the late response, due to recent events affecting our operations, we're taking longer to respond.

Thanks for the details provided about the error message you're receiving when trying to pair your new Charge 3 and for taking the time to solve the issue prior to posting here. 

In this case I'd recommend that you try to follow these steps to get it to work:

1. On the phone: after seeing the Not Working screen, select "Try Again"
2. On Charge 3: open Settings > About > tap "Reboot Device"
3. Wait for "Found your tracker" screen on phone 
4. Enter the 4-digit code and complete the pairing sequence

I also recommend taking a look at the help article: Why can't I set up my Fitbit device?. In addition to that I'd like to ask what phone is it that you are using to sync your Charge 3.

Let me know if you have any further questions.