Can’t set up second hand Charge 2

[N_Watson]

I bought a used Charge 2. The original owner deleted the device from their profile and deleted the Bluetooth pairing. However, I cannot set up the device on my profile, as the app doesn’t ‘find it’.

I’ve restarted my bluetooth, restarted both devices (phone and Fitbit), tried setting the Fitbit up using a tablet instead, confirmed the original owner deleted the device from their profile and made sure the battery was fully charged. No luck yet.

Any further recommendations?

[RicardoFitbit]

Hello @N_Watson, welcome to the Community Forums, it's a pleasure to assist you with your setup concern. 

First, I'd like to appreciate your effort and patience troubleshooting this situation prior to posting. If you haven't already done so, I recommend you to check all the information that's specified on: How do I set up my Fitbit device? to check if all the requirements are correctly configured to setup your device. Then, you can move forward to the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes.

Please make sure that your mobile device is compatible because due to a compatibility concern you can experience connection difficulties. 

I'll be around if you need anything else, please keep me posted.

[N_Watson]

Thanks for your response. 

I’ve checked for device compatibility and gone through the setup and troubleshooting steps. I haven’t been able to get past the ‘searching for device’ step.

Can you recommend another method? Thanks again.

[N_Watson]

I’ve also re-confirmed with the original owner that they have removed the device from their profile and deleted the Bluetooth pairing. 

I’d welcome any additional troubleshooting advice.

[N_Watson]

When I restart the Fitbit, the firmware version is 22.55.02. The current version is 22.58.0, I believe.

Would this be the reason my phone/tablet can’t ‘find’ the Fitbit? Is there a way to update the firmware without having it linked to my profile?

[N_Watson]

@RicardoFitbit - Apologies, I didn’t tag you in my previous responses. Do you have any additional troubleshooting suggestions?

I would like to love being a Fitbit user.

[RicardoFitbit]

Thanks for your replies and posts @N_Watson, sorry for the delay in responding.

Thank you for taking into consideration the information that was shared on my previous post. To better assist you, can you please let me know which mobile device you're currently using to try the setup process of your Charge 2? Let me share with you that even though your Fitbit is not up to date, you should be able to complete the setup process to then move forward to the firmware update process. That said, please try the following steps:

1. Restart your Charge 2.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. 
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Charge 2 as a new device.

If by any chance you're still unable to setup your device, please try the setup process with another compatible mobile device or with a computer instead. 

Please keep me posted, looking forward to your reply if further assistance is required. 

[N_Watson]

Thanks, @RicardoFitbit.

Not sure what the difference was this time, but I could finally connect using an iPad Air 2 (iOS 12.4.1). The iPhone 6s (same ios) was not able to make the connection. 

Thank you for your help! I’ve been trying these steps on and off for almost 10 weeks. Today was my lucky day 🙂 

[RicardoFitbit]

Thanks for your reply and update @N_Watson.

I appreciate your effort troubleshooting your Charge 2, I'm really happy to know that your concern was resolved and you're now able to enjoy the Fitbit experience with your device. Please do not hesitate to contact me back if you require further assistance or if you have any additional questions for me to answer, I'll be around.

See you around, it was a pleasure to help you. 🙂