Cannot activate FitBit Charge2 Replacement

[Corina85]

Hello.

I was sent a free replacement Charge2 after my first one became defective in less than 1 year.

I was so happy the company offered to do this. But after receiving it, I am not able to activate the replacement. I have spoken to customer support and they said this is a known issue with Charge2 replacements and the Fitbit app.

Why bother sending out replacements if you know the app has an issue with activating the replacements?

Has anyone else experienced this and found a resolution?

Also, does support have any idea when this will be resolved?

Regards,

Corina

[SunsetRunner]

I just receved  a replacement charge 2 after my became defective.  I cannot get the replacement fitbit to set up either. What did fitbit say to do?

[Corina85]

They told me it was a known bug in the app that Charge2 replacements were not activating and to wait for them to fix it. They did not state how long it would take, unfortunately. 

[Jgessner5974]

My wife just received hers in the mail and it won’t sync either. This is frustrating because she has already been without it for a week. Hopefully they can find a fix soon.

[Fitcat74]

Snap! I have the same problem. I'm so gutted.

[Corina85]

I know. I've had mine for over 2 weeks. And it seems like support here isn't even answering. 

[Fitcat74]

To be fair I did get reply when questioned. Sadly though I was just told to wait and keep app. Updated. But I feel a bit let down as I just have a device I cant use and left in Limbo til it's sorted.

What if its not resolved by fixing the app? What if there is something faulty with the pebbles themselves? What then?

Sent from my Huawei Mobile

[Corina85]

Fitcat74,

I don't know. I am in the same boat as you.

But it's a bit disconcerting when you go to the support page the Charge2 isn't listed there anymore. You have to click on "Others" or "More Devices" - not sure of the exact wording at the moment. It almost seems like they are phasing out the Charge2.

I've resolved to the fact that I may have to buy a new watch - but it won't be a Fitbit.

[joboss360]

Same boat as all of you.  Sent a charge 2 replacement 10 days ago.  It won't sync with my ipad or my laptop. Very frustrating!

[Jgessner5974]

The only thing they can do for me is send me a new one if I send the replacement back.

[Fitcat74]

Is that what they've suggested? How do they know that one will work?

[Jgessner5974]

That’s what I said. Why send me another one that won’t work

[NikD]

Having the same problem with my replacement Charge 2. Called customer support & was told I have to send the replacement back before they will send another replacement. Asked how long that would take - at least 5 days to send it back (I'm sure more than that though...) & who knows how long before I receive the replacement. Expressed my disdain & was told they are unable to expedite any shipping right now. The agent I spoke with made no mention that this was an ongoing issue. Really unhappy with FitBit right now.

[Corina85]

This is a real shame. It's been 3 weeks for me. I think they are just killing time by telling people to send it back for another replacement.

I have a feeling the replacement won't work. If anyone does this and has any luck, please keep us posted.

[AlvaroFitbit]

Hello everyone. Sorry to hear that you are having issues setting up your replacement Charge 2. Not sure if the issue persist but 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 could also try using a different device to setup your tracker.

Let me know how it goes!

[Momma4Bear]

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@AlvaroFitbit wrote:

Hello everyone. Sorry to hear that you are having issues setting up your replacement Charge 2. Not sure if the issue persist but 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 could also try using a different device to setup your tracker.

Let me know how it goes!

---

There are a lot of people who have done those steps, plus some! My husband is one of them. Fitbit support told him to keep checking back for an update and to keep the firmware updated. How is he supposed to keep the firmware updated if the replacement won't sync to begin with?!? There are multiple threads on this issue, and a possible easy solution to just send everyone another pebble with updated firmware. 

[Stoop]

Exactly! They have sent some out to some people with firmware that works so why can’t we all have them?

[NikD]

Just got my 2nd replacement... It also doesn’t work. Same exact problem as the last replacement they sent me. I’ve tried every troubleshooting step, nothing works. Why bother sending out garbage that doesn’t work??? I am so pissed... Will be calling customer service in the morning.