Charge 2 not syncing, now won't pair

[SarahJP1]

My Charge 2 stopped syncing on 21st Dec and I suspect it was when I paired my Android phone to a Pokémon Go Gotcha Evolve watch. I've since uninstalled the Gotcha Evolve app and disabled the feature in Pokémon Go.

But Charge 2 still wouldn't sync.

I "forgot" my Charge 2 in Bluetooth settings and went to 'find devices', saw Charge 2 listed, but it now won't pair.

I'm not sure where to go from here and worried about uninstalling the FitBit app, but could be the next route?

I currently use an Android phone.

Has anyone else had any device conflicts that knocks out the FitBit syncing and managed to resolve the issue?

I saw that you can restart the Charge 2 by holding down the side button, but mine only toggles notifications on and off and doesn't restart. 🤷

[AlvaroFitbit]

@SarahJP1 It's good that the community is growing! 

Let me help you with this and thank you for troubleshooting this issue. You can try the following (that includes some steps you have already tried):

1. Go to your phone's bluetooth settings and remove all devices listed there.
2. Restart your phone and restart your device. 
3. Check that no battery saving app/feature on your phone is affecting your Fitbit app.
4. Also, on 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. 
5. You can find troubleshooting instructions here.

Let me know how it goes.

[SarahJP1]

Holding the button doesn't reset my Charge 2 so had to wait until the battery was drained.

I checked permissions and everything was turned on; still no sync.

Uninstalled app, restarted phone, installed app again (looks like it's updated the version from 3.36.1 to 3.37.1) made sure location settings were on (as prompted); still no sync.

Checked Bluetooth settings, went to find devices, Charge 2 eventually appeared, went to pair the device but it failed to pair to Bluetooth.

I'm at a complete loss.

[AlvaroFitbit]

@SarahJP1 thank you for your reply.

Since the issue persists I suggest you contact our Support team.The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Keep me posted.

[SarahJP1]

Thanks AlvaroFitbit, I'll do that in the week.

Realised that because I'd let the Charge 2 run flat and it's not syncing the time and date is out by a few days/hours! So at the moment I only have a heart rate monitor 😢 This is exactly what happened to my original Charge HR that I gave up on.

Really hope this isn't the same fate for this Charge 2. Would love to stick with Fitbit products, but the cost is outweighing the potential future issues and wasted time.

[Andy433]

I have this issue. It was synced about a week ago and then I didn't use it. I have reset it, uninstalled and re0installed Fitbit app, rebooted phone, turned bluetooth off and on. Deleted other bluetooth items in my memory. All to no avail. I then had an online chat with their support and was told it was an issue with Google Pixel 2 phones that they're hoping to fix in the next release. So as of now I have no idea how long this is going to take.

[SarahJP1]

Hi Andy, thanks so much for your reply. That could be it then! - I have a Pixel 3a XL

[SarahJP1]

Andy, on a whim I got my old Samsung Galaxy S6 out of the draw, charged it and my Fitbit Charge 2 (as I'd let the battery run out as it even made a useless watch as it was a few days behind and time was wrong as it couldn't sync to my Pixel 3a).

Low and behold it's synced to the Samsung! It now makes a practical watch, but annoying that if I want to upload any data off the Charge 2 that I have to turn on my old phone!

However, it's only synced my steps. Heart rate is from mid January and sleep data was from when the problems first occured on 21st December!

So there's definitely a problem between Fitbit and Google phones. Not sure if it's a Bluetooth issue Google's end or Fitbit app issue.

Either way this is so annoying, exhausting and time consuming.

[Andy433]

Sarah, thanks,  Fitbit Support told me that the issue was with the Google Pixel phone and they were trying to fix it. I don't know what's taking them so long though as surely they just need to back track to the day it stopped working and reverse the software update that they initiated. It's strange though as my phone finds my tracker and sends it a 4 digit code, but when I enter the code into the phone I get a rotating circle as if it's trying to pair and after a number of seconds it comes up with the message to try again.