Charge 2 not pairing anymore

[Piastix]

I have a Charge 2 and a Xiaomi Mi A1 phone. I notice that this phone is not in the list to "check compatible devices", however until approx 2 months ago, the phone & fitbit were paired just perfectly.

I didn't have it syncing all the time, and about 2 months ago I tried to sync and it wouldn't go. I tried uninstalling & reinstalling the app, turning bluetooth on and off again, fully charging the fitbit, logging out and logging back in .. nothing helped. So I decided to try and factory reset my fitbit.

I removed the device from my fitbit account, and.. nothing? The fitbit never prompted me to go to setup. It is still operating as if it is connected to my phone, but it isn't.

I've tried re-connecting it to the phone but when I get to the pairing stage, and enter the pin number, my phone just sits there "connecting" for a few minutes, until I get a pop-up saying it's not working, and I should try a few steps: turn bluetooth off and on, log out and back in, etc. I've tried all of these multiple times.

I'd really like to get my fitbit factory reset so I can get rid of it and get a new one, but I'm lost. I don't know what to try next.

[Rich_Laue]

First thing @Piastix  the Charge 2 does not have a factory reset, you probably only did a restart.

Without a factory reset it will not display the setup message, and it still thinks it is connected to your account.

You will need to do the add device, through the Fitbit app, press settings,. Add device and follow the prompts. 

Removing the tracker from the account because of a communication problem, will only add problems.

[Piastix]

That's the problem - I CAN'T connect the device. It gets stuck on pairing, every time.

[SteveH]

@Piastix  the usual things to try when you get syncing / connection issues are:

• restart phone
• restart fitbit using this procedure: https://help.fitbit.com/articles/en_US/Help_article/1186/
• restart fitbit a few more times (it doesn't always work)
• "forget" the fitbit in the phone's bluetooth settings
• go through fitbit's troubleshooting guide at: https://help.fitbit.com/articles/en_US/Help_article/1866/
• if none of that works then contact customer support: contact.fitbit.com

As @Rich_Laue says, disconnecting the tracker from your account is not advised. I would only do that if customer support suggest it.

[Rich_Laue]

@Piastix  I'm assuming that your using the add device routine found in the Fitbit app.

My experience with yesterday's Android update has been possitive and advise upgrading if you havent hadone so yet. You might even want to remove the app, restart the phone to clear memory, and install a fresh copy.

[Piastix]

Yeah, I have been trying to pair through the fitbit app. I didn't know Android just updated, so I will definitely make sure my phone is up to date and try again. Thank you @Rich_Laue 🙂 

[Ika_EK]

I have the same problem with my Xiaomi My A1 and for now it is still unresolved.
As I see it is a fairly common problem, I wonder if there will be an update from Fitbit to solve this problem.

[Piastix]

I wonder if it's an issue with the phone brand? I've contacted fitbit support at this point, and am currently trying the steps they've given me (reset, reset, reset, uninstall, reinstall, etc., etc.) but I don't have much hope for it working lol

[Bugsy82]

I too have this problem.  At first my charge 2 wouldn't sync.  Somewhere here I read that I should remove the fitbit from the app then reinstall.  That didn't work.

Then I did a factory reset.  Now the Phone (Samsumg with Android) will recognize the tracker.  I enter the 4 digit code and then I wait and wait.  It never gets beyond that.

Any ideas?

[Bitterfitt]

Our Xiao Mi A1 stopped working (won't pair anymore) after upgrading to Android 9 (Pie). Reported here:

https://community.fitbit.com/t5/Android-App/Charge-2-refuses-to-pair-quot-We-found-your-tracker-quot...

[AlvaroFitbit]

@Piastix @Ika_EK @Bugsy82 @Bitterfitt Sorry to hear that your Charge 2 isn't syncing with your phones. As you mentioned your phones don't show as compatible but that doesn’t mean they won’t work it just means that they haven't been tested by our team. 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. Similar to what @Rich_Laue  and @steveh have already suggested. You can also try the instructions in our help site.

[Piastix]

I apologize if anything in this reply comes off as rude, but I'm going to detail every step I'm taking just so .. maybe there's something simple that I'm missing, and you @AlvaroFitbit or someone else will be able to spot it and help me out!

I have, at this point, restarted both the device and my phone multiple times. I just opened the permissions and turned every single permission on for the fitbit app, just in case it was hidden in something I was missing. Restarted phone. Opened Fitbit, selected "set up a device" & agreed to terms & conditions, still gets stuck on "Connecting..." and after a few minutes, asks if I would like to try again. Cancel (I have clicked "try again" multiple times in the past, though).

The only device in my bluetooth settings that is showing as "previously connected", is my car. Nothing is currently connected, and there is nothing in my immediate area with bluetooth capabilities (my phone is only showing the Charge 2 in the list of available devices).

Should I try pairing directly through the bluetooth settings, instead of the fitbit app?

Force quit Fitbit app, restarted, set up a device, agreed to terms & conditions, stuck on "Connecting..." again.

Uninstalled Fitbit, restarted phone, reinstalled fitbit, set up a device, click "allow" on location permissions, stuck on "Connecting...", hit "try again" just in case -- now app is stuck on "Searching" and not detecting the fitbit, which is sitting 1 inch away and turned on. Got frustrated after 5 minutes, force closed app. Notice my phone has a notification from Fitbit app that says "Last synced: Null" so it's trying to do *something*...

Open fitbit, set up device, charge 2 found!, input the 4-digit pin, and... stuck on "Connecting..."

🤷 Where should I go from here?

Honestly at this point, I would like to give it to someone else who might use it, but I don't know if the problem is just my phone, or the fitbit, or what..

----

Update

I have updated to a new phone, and my fitbit finally connected after the longest 15 seconds of my life. I guess the problem was the phone and/or its update to android 9.

[JuanFitbit]

Hi @Piastix  welcome back to the Community! Thank you for your update. I'm glad that everything is working fine again. 

 Sometimes the Update to Android 9 may cause some situations, where some users cannot sync their devices. Our team is working on it and should be having a solutions soon. 

Please let me know if you have further questions or comments. 

[gothalo]

Hi @JuanFitbit

 is to change to a brand new phone the solution you a offering to Xiao mi A1 users?

[AlvaroFitbit]

@gothalo I hope you're doing well!

I don't see that being mentioned in @JuanFitbit post. @Piastix just shared her experience in which a new phone worked for her. Still there are many users affected by the Android 9 update so the team is working on how to resolve it and we aren't suggesting that you need to buy a new phone. You can check this thread to keep up to date with this. Still thank you for your feedback.

[Bitterfitt]

Here is how we finally solved it:

https://community.fitbit.com/t5/Android-App/Charge-2-refuses-to-pair-quot-We-found-your-tracker-quot...