Charge 2 is stuck on "www.fitbit.com/setup"

[AngelaFrench]

I went for a walk this morning and fitbit working fine.  Then shortly after getting home it reads "www.fitbit.com/setup" on the watch face.  I know it's paired and synching because I can look at the app on my phone and see the step from today's walk.  Also, I can just walk in my house and see the number of steps go up.  However, this message on the watch makes it unusable.  I was on chat support for about an hour but basically the support person couldn't help me.  She just said to make sure I had the most updated Fitbit app on my Android.  I went to the PlayStore and I have the most recent  (4.12)  The rep says that the latest is 4.13 but that's not on the PlayStore.  She said I should wait for it!  What kind of response is that!  Crazy.  This is my last fitbit.  Just hoping I can resurrect this one rather than buy another.

Things I've tried so far:

Deleted app and reinstalled new one.
Restarted phone and repaired with watch.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @AngelaFrench. Thanks for stopping by in the Fitbit Community Forum, for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 2 is still stuck on that message. We‘re taking your comments and sentiments in regards to our products and services into consideration.

In addition to the steps you've done so far, I'd recommend trying the following in the order listed:

• Unpair your Fitbit device from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Charge 2 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[AngelaFrench]

I'd like to thank you for your help.  Your solution worked.  Any ideas why it suddenly stopped working this morning? 

[MarreFitbit]

@AngelaFrench You're very welcome!  I'm pleased to hear that the steps provided did the trick. Thanks for sharing the outcome! 

Regarding your question, we are not sure what might have caused this, but we would expect this to be one glitch and I would ask you to keep an eye on your Charge 2, and in the case this happens again, please let me know and I will be glad to further investigate.

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

Happy stepping!