Charge 2 won't connect

[Monilita]

I have just bought a second hand charge 2 (I had the Alta previously) and I can't get it to connect to my huawei p20 pro. I read through a lot of suggestions last night and I have done everything suggested from restarted the fitbit to uninstalling the app and installing again.

I have asked the previous owner if she has unpaired the fitbit with her phone and she assures me her son has done everything but it still won't connect. I put in the 4 digit code and that'that's as far as it will let me go

[HeydyF]

Hello @Monilita, let me give you a warm welcome to the Community! The Huawei P20 Pro is a compatible device so you should not have inconveniences to set it up with your Charge 2. Let me suggest you something, please try the troubleshooting in this help article: Why can't I set up my Fitbit device? 

Let me know how it goes! 

[Missk178]

Hi did you manage to get you fit connected I’m having the same trouble 

[HeydyF]

Hey @Missk178, I hope you are doin' fine! Oh! is it your Charge 2 disconnecting from your phone? What is the phone model that you are using? Is it a compatible device? If so, have you tried the troubleshooting in the help article: Why can't I set up my Fitbit device? 

Give it a try and let me know how it goes! 

[Missk178]

Hi I’ve tried all the Fitbit trouble shooting support, it’s received a replacement Fitbit tracker to do a crack in mine. Before I used my mother in law was going to borrow (anyway) so I was setting up as new account and it pairs to give me the code to type in to the app but then the app just freezes and that is as far as I can get

Sent from my iPhone

[HeydyF]

Thanks for your reply @Missk178! Have you tried to unistall and reinstall the Fitbit app? If you haven't, please give it a try. If that doesn't work, you can try to set it up your Charge 2 maybe with another compatible device or a computer. 

Let me know how it goes! 

[Missk178]

Yes I have tried both of your suggestions

Sent from my iPhone

[Monilita]

No, not at all

[HeydyF]

Thanks for your reply guys, @Monilita and @Missk178! Since your Charge 2 still not pairing with your device, even after trying the troubleshooting suggested, I have escalated your case with our Support team for further help. So please keep an eye on your inbox. 😉 

Let me know how it goes!