Charge 2 not setting up

[camilaperezb]

Hey everyone,

I received a refurbished Charge 2 as a replacement because I'd been having trouble with my old FitBit.

I opened the package, plugged in the Charge 2, opened the app and tried to set it up...

It's been 2 hours and nothing has happened. The screen keeps flashing telling me I need to visit the main setup page (I did). I've restarted it a few times and still nothing works.

So far I have:

- Restarted my FitBit

- Restarted my iPhone

- Deleted and re-downloaded the app

- Deleted and re-opened my account

- Turned Bluetooth off (10 seconds) and back on

- Turned off Wi-Fi and used cellular data

- Tried pairing it on my Mac while connected to the USB port

- Tried pairing it with my iPad 

Basically, I've tried absolutely everything and the device still won't set up. It just keeps "searching" and asking if it's turned on. Yes, FitBit, it's turned on. 

Has anyone had any similar issues? Did you solve them?

 
I'm guessing their refurbished items simply aren't being brought back to working quality. So disappointed! I gushed to everyone about how incredible they had been, about how the device had shipped and been delivered internationally in two days...and now I just want to take it all back. So disappointed and - in all honesty - sad. 

Moderator edit: removed caps 

[RhygK]

I am on my second replacement experiencing exactly this issue.

[fn0rd]

Did you remove the old Charge 2 from your account? You may need to do that before you can add the replacement since only one device of each type can be associated with a given account if memory serves. 

[HeydyF]

Hey guys, @camilaperezb and @RhygK, welcome to the Fitbit forums! I really appreciate the time you have taken to try different tips to set up your Charge 2. There is something that I'd like you to make sure. As @fn0rd said, could you please "forget the device" from the Bluetooth settings of your phone? That will the connection of your new Charge 2, easier. 

Let me know how it goes! 

[camilaperezb]

There are no other FitBits connected to the account. It won't even show up on my Bluetooth settings. 

[HeydyF]

Hey @camilaperezb, thanks for your reply! Considering that you still having the same issue with your Charge 2, I have escalated your case with our Support team so they can further assist you. So please keep an eye on your inbox. 

Let me know how it goes! 

[Joseebrazier]

I am having the same issues, I just received mine and to no avail no matter what I try my fit bit will not connect. I also have received a refurbished model. Could you please have customer support contact me about the next steps? 

[Vmartinussi]

I am having the same issue! I had just written how fantastic they were only to have my tracker not connecting. 😞

[tonytwoshoes]

mine won't setup either tried several times with fitbit "advocate" but couldn't resolve - bought new from Costco.

 was told to return it

[RhygK]

I have the same as Camilla. Forgotten all devices on both iPad and phone. Bluetooth can’t even find the Fitbit on either device and the lights are not on at the back.

[golfnut47]

I have a Charge 2 (purchased new) that hasn't synced in months and now the date and time are incorrect. My computer can't find the device when I try to sync it. Suggestions anyone?

[Renee84]

I haven’t synced mine in a couple of months and now the app can’t find it either. Is it a charge 2 thing?

[ChronicGrace]

I just received a replacement also and it wouldn’t setup. I called Customer Support and was told the engineering dept is aware that there’s an issue with replacements not setting up. He told me to wait 1-2 days and try again and hopefully “bugs” will be worked out of app.

[HeydyF]

Hey guys, @ChronicGrace, @RhygK, @golfnut47, @RhygK and @Joseebrazier, I hope you are doin' fine! If you still experiencing issues to set up your Charge 2, and you have tried the troubleshooting in this help article: Why can't I set up my Fitbit device? , then I suggest you to contact our Support team for further help.

Have a nice day! 

[ChronicGrace]

I’ve called customer service three times this week.

I was told it is a software issue and the engineering dept is aware that replacement Charge 2’s aren’t allowing setup. Like an app issue from the last update. They said give it a few days for resolution. So frustrated with FitBit at this point and ready to trash it and go to another brand. I’ve got 2 brand new replacements  that are useless. 

[RhygK]

I have contacted them and been to,d there is a general issue with charges 2 syncing up. Still waiting for an update from them after chasing this week. Do I try again? Do I get yet another replacement? Do I just bin this and upgrade to a better model? Someone advise me please!!

[DenHorn]

I just received this as a gift. Sync is fine but I'm told there's a firmware update. I have: 1-uninstalled & reinstalled app, 2-restarted device, 3-removed and reconnected device......still, the firmware update will not work. I can see progress on my device, and as soon as it gets to about 3-4 dots, an exclamation point pops up and the update seems to start back at square one. Looks like others are experiencing similar issues. Should I hold out for an update to this current update?

[Vmartinussi]

That’s what I did. Tired and frustrated, plus the cracks on my screen for the second time (that’s why I got a replacement) went out on Sunday and got another one from another brand. Very sad to have had to do it, I was a heavy FitBit user for 2 years. 

[shaneishealthy]

Charge 2 not setting up. Does not show up in my blue tooth for my mac. It won't get past this part of the setup.

Brand new device

[Millie616]

I am having the exact same issue, it's like the Bluetooth isn't turned on, can t find it when searching anywhere!