Charge 2 randomly reset and IP banned

[JaneMHarrison]

When I went to recharge my fitbit yesterday I found it hadn't charged, when I tried again it came on with completely the wrong time and then the setup screen which it's now stuck on. I logged onto the website ok and had to download the app again as I've got a new computer (it's been ages since I synced the device which might be part of the problem). App downloaded ok but then I couldn't login - it kept saying the password was wrong (despite using the same one as for the site). Now to add insult to injury fitbit has banned my IP address from the website so I can't try resetting the password or do anything useful. Would be grateful if someone could give me some advice, otherwise it's going in the bin.

[GraceGFitbit]

Nice to see that you're digging into the Forums @JaneMHarrison , let me give you a warm Welcome to our Community. Thanks for troubleshooting that you already tried and for share all those details. 

Can you please provide more details about it? For example a screenshot, you can check this post to know how to add an image to your post.

I look forward to hearing from you. Have a nice weekend! 😎

[JaneMHarrison]

Hi @GraceGFitbit thanks so much for replying. I'm not sure what more details to give as i just can't work out what's happening. The good news is that the IP issue seems to have cleared up for the moment - I couldn't even get on the boards yesterday but now everything seems to work and I've managed to change my password without it booting me out. I've downloaded the app again and went through but it just stopped on the main screen with the option to sync/add a device when I clicked to sync the device. I then clicked through to set up a new device thinking that mine had wiped itself and that got me through to the next screen, clicking the existing user didn't work it kept coming back saying the password was wrong - I updated the password twice and added it to my keychain to make sure I hadn't mistyped. Sorry - that's a bit of a long explanation - I couldn't think what images to send as there aren't any error messages apart from the wrong password so it's just the standard screens. I'm on a Mac OS 10.13.6 if that helps at all. If you have any ideas that would be amazing but all I can think I can do is to start again as a completely new user with another email address. Thanks again!

[GraceGFitbit · Accepted solution]

Thank you for getting back to us and for share all this information @JaneMHarrison.

I'm happy to know that the IP concern has been solved. If you haven't already done so, please try to connect to your Fitbit account from another compatible device. 

Additionally, if you're unable to set up with your Mac check:

• You see an icon with the Fitbit logo located near the date and time on your computer. This means the software required for setup is installed. Check: Fitbit Connect (Mac or Windows 8.1 computer)
• Your Charge 2 is charged.
• If your computer has Bluetooth, go to your System Preferences and verify that it is turned on. Note that even when Bluetooth is on, the signal can occasionally be weak or problematic. When this happens, plug the wireless sync dongle into a USB port on your computer as shown. If your Mac doesn't have Bluetooth the dongle is required.
  

Finally, try the troubleshooting steps in this help article: Why can't I set up my Fitbit device?

Give it a shot and let me know if that works!😺