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]

The latest twist.....I mailed Fitbit again asking for an update as not heard from them since before Xmas......they are still ‘working on it’

 Then I tried to set up the replacement again on the off chance it would work. Nope, it couldn’t find the replacement but could find my husbands original!

so it is clearly these replacements that are dodgy, not the sync software.

i shall be mailing Fitbit again with this info but given I have been chasing this for a month I don’t hold out hope of wearing it any time soon!

[AlvaroFitbit]

Hi everyone. Sorry to hear that you aren't able to setup your Charge 2. For anyone who hasn't tried any troubleshoots you can start by 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. Once this is done retry the setup process.

Let me know how it goes!

[RhygK]

Thank you for your suggestions but all of them have been tried multiple times to no avail.

the pebble I a, using currently is the second replacement from Fitbit that suffers this issue.

ironically, my husbands original charge 2 can be find no problem so it is these replacements that are faulty, not my phone or the software

[Millie616]

none of these things work, the fitbit is not visable on bluetooth at all and is clearly faulty

[RhygK]

5 weeks and counting after reporting the problem with my Fitbit. 2 replacement pebbles that can’t be seen by Bluetooth on anything.

fitbit support advise me they are all working on this ‘software issue’ but can’t give an outlook of when it will be resolved

so I am without my Fitbit going into my 6th week.

i have asked if I can receive the original offer of an upgrade for half price, because brand new units work. Told by Fitbit that was a one time deal that expired when I accepted ten replacement.

i have told them that the deal was a like for like replacement, I.e. a Fitbit that works! That deal has not been honoured by Fitbit on 2 attempts and now there is an indefinite wait for it to be fulfilled, so I have asked for it to be escalated above the standard help desk agent for attention.

all I want is a working Fitbit. I am even prepared to give more money to them to have a different model that will work. I don’t understand why after 5 weeks, with multiple users affected there is still no outlook. This must be a high priority issue given the numbers affected. The service level targets must be gong through the floor on this one!

if anyone from Fitbit sees this, please help!

[Stoop]

They had seven days from yesterday to sort out my problem - which is exactly the same as yours. After that I go public on this and they won’t know what’s hit them.

Disgraceful service from a major company.

[Nagswoman]

Same problem as other posts. Is your Charge 2 rev level 22 53 04 by any chance. You can see that by pressing and holding the on button while it is in the charger, before it starts cycling the setup link. Others of us have useless replacement Charge 2s with this variant.

[Nagswoman]

I find that switching the phone off and on, then doing a manual sync, from the little fitbit icon at the top then sync now works on my old cracked one. The replacement's bluetooth (22 53 04) does not work at all.

[Nagswoman]

Did all that several times. Just done my partner's replacement first go. My replacement with no bluetooth is at 22 53 04, which can be seen when holding in the switch when plugged into its psu before the setup link cycles. Out of the 4 Charge 2s in our house, this is the only one not visible to bletooth. Other people with 22 53 04 have this issue. Is it just this rev level or are others affected?

[Stoop]

Yes my replacement is on that firmware. This is an absolute joke from Fitbit. I’m conversing on here, twitter and fb messenger and keep getting the same standard reply that everyone is getting.

Im assuming they think they can fix it with a patch on the app but I’m very sceptical they can do this if the Bluetooth connection doesn’t work in the pebble. 

Some now on their third replacement and after after five weeks have got no further.

Joke!

[Lisa830]

Same here! After a lot of standard emails from CS and trying over and over again to fix this issue by using all the possible solutions offered I am quite fed up! Seems like Fitbit is not handling this issue with the priority they should, considering the amount of people having the same issue. By now I am sure about two things: I will file a formal complaint (if I’ll find out how to do that...) and I will buy another brand of activity tracker. Enough with this incompetence!!

[Nagswoman]

Sad thing is my partner's got replaced, not because of a cracked screen but because 2 of its 3 gold dots had gone, and it fired up straight away. It was not 22 53 04 though.

[mstavenner]

Well after reading all these messages I see it is useless trying to get fitbit to do anything for mine...cause you all covered everything.  Doesn't sync, stuck with the "fitbit.com/setup streaming across the screen of my charge 2.  Shut it down, turn it on and the message is back.  You guys have cover my replacement 2 problem, so I guess I won't waste my time. thanks, and sorry all are have this frustrating problem with a product that could be good, if they spent a little more time on small details.

[Stoop]

I’m still getting the same answers from them that their team is working on a fix.

Yey not one answer to my question of how they are going to fix something that won’t connect. They must be able to magically update the firmware on a non connected Fitbit. 

Latest response - same words in a different order:

Hi Stuart,

Thank you for your prompt response.

As we previously stated we have already tagged your case so that it can be included in the research for a solution to the issue. The greater the sample size, the sooner we will be able to fix the issue. Our specialized team is already working on this situation, in order to make your Fitbit experience as outstanding as you deserve, however, we do not have a time frame on when the issue will be fixed. We have already followed all the troubleshooting for this issue and we can assure you that a replacement won't make any difference given that the issue is the communication between the Fitbit app and the Charge 2.

We appreciate the time you have taken to follow up during the entire case and look forward to continue sharing amazing moments together during your path to a healthier lifestyle.

If you have any questions please don’t hesitate to ask, as we’ll always be here for you.

Sincerely,

sergio.m and the Fitbit Team

[feiockjoel]

I have the same problem, ordered as brand new, not refurb, Charge 2.  Will not set up, it won't connect to any Bluetooth although it can be seen,  It is the same revision 22.53.04 as you mentioned.  Anyone have any luck yet??

[Stoop]

No.

Im just going to post on their FB and Twitter pages until they either do something or block me.

This is totally unacceptable.

[Nagswoman]

I proved that it was not the app. I proved that it is the Charge  2s bluetooth not working. Not rocket science. If everyone checked the rev level of the Charge 2 by putting it in the charger and pressing and holding down the button and putting the 6 digit number in here, we will see if they are the same numbers or not.


Sent from my Samsung Galaxy smartphone.

[Stoop]

Exactly!

I know it’s the firmware. You know it’s the firmware. EVERYONE knows it’s the firmware!

Fitbit appear to know nothing - other than a bit of magic that will suddenly see them all work evidently.

[mstavenner]

Did that, and still nothing.

[Stoop]

They are all the same number firmware.

Sent from my iPad