Charge 2 won’t pair

[Henrieta]

Good morning,

I am the owner of Fitbit Charge 2. I have recently started to expercience issues with data synchronization between the watch and my Samsung J6+ I see that the device should be supported by Fitbit. I tried to reset bluetooth, mobile,log out,reinstall app,remove the device from app. Now I can’t even pair the watch back with fitbit app. It has been trying to pair for several minutes and then it failed. Could you please help? It starts to be annoying as there are still some issues.

Thank you for your help

Henrieta

[TanyaBUK]

There is another post advising that Android 9 might be an issue and there are instructions regarding the battery optimisation but it hasn't worked for me

[Tegan319]

Did it work for you?

[TanyaBUK]

Mine still isn't working.  It won't pair, my phone says it can see the Charge 2 but then just hangs on connecting and won't go any further.  There are numerous posts about this same issue 

[Grazzh]

Hi Tegan319,

Regarding the syncing issue, my device started working fine after trying varies ways of turning my phone off, the App off and restarting my Fitbit, but it did seem quite random and I could not say at what point it stabilised. My wife’s Alta HR still refuses to sync with her Samsung phone but works fine with her iPad. 

Thanks, GH.

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance guys, sorry to the delayed response from my part. I'm happy to see you participating again here in the forums, your replies are appreciated @TammyS78 @maluferrari @TanyaBUK @Tegan319 @Grazzh 

@TammyS78 Thanks for bringing this to my attention. As it turns out, the Samsung A8 mobile device is not listed as a compatible device with our products and services. As per mentioned before, this compatibility concern can affect the pairing process. Can you please let me know if you tried the setup process with a compatible device already? You can give it a try to our troubleshooting steps that were previously posted, however, we cannot ensure that they'll resolve your situation due to the compatibility situation. Keep me posted.

@maluferrari Thank you for troubleshooting your device prior posting, I totally understand how frustrating this can be for you and even more since your LG mobile device is not finding your Fitbit. Can you please confirm that your mobile device meet all the requirements to be setup? You can find this information here. 

@TanyaBUK The information shared is appreciated. We've received some reports of syncing difficulties after the Android Pie update, however, in most of the cases the users that were affected were using non-compatible devices. Can you please let me know if yours is under our compatibility list? Have you tried the setup process with a different mobile device? You can use a computer too. 

@Grazzh Thanks for the heads up. I'm sure that the information that was shared in your post will help other users that are experiencing similar difficulties, I'm happy to know that your concern was resolved. Don't hesitate to contact me back if you require further assistance, I'll be here.

See you around guys, I'll be waiting for your replies if further assistance is needed. 

[maluferrari]

If it has been syncing for more than a year, it means that the phone meets the requirements. 

[TammyS78]

Actually yes my phone is compatible as per the website and in speaking on the telephone  with fit bit. I have been able to pair my fit bit right up until April. Shame on Fitbit and Samsung. You both really need to get your things together. This is beyond frustrating!!!

Moderator edit: Format 

[RicardoFitbit]

Hello again, thanks for your replies and updates @TammyS78 @maluferrari.

@TammyS78 My sincere apologies for the mistake, I misread your post and I thought you have a Samsung Galaxy A7 which is the one that's not compatible. Please do the following:

Turn off Background Restrictions/Limitations: Phone settings > Apps & Notifications > Fitbit app > Background restrictions or Background limits. Then, disable battery limitations:

1. Go to Settings > Apps > Fitbit app > Advanced > Battery > Battery optimization
2. Change view to All apps
3. Search for Fitbit app
4. Choose Not optimized

Please give the steps above a try to improve syncing with your Fitbit device and Android 9.0 OS. We're still researching and testing out long-term solutions to this ongoing syncing issue.

@maluferrari Can you please let me know the specific LG mobile device that you're currently using? Also, please try the steps above and let me know how it goes.

I'll be around. 

[NancyAarts]

I still cannot pair my Charge 2 to my Samsung Galaxy A7. It worked for half a year and now it stops.
Please advise because I am really not satisfied with my fitbit now.

Verzonden vanaf mijn Samsung Galaxy-smartphone.

[TanyaBUK]

Hi @RicardoFitbit my phone, a xiaomi Mi2, isn't on the supported list although it has worked with the fitbit on and off for the last 8 months.  It would seem that every time there is a update to Android problems are experienced.  I have tried a windows 10 PC but still can't pair my fitbit.  When I initially bought the Charge 2 it had text and phone notifications which worked with my Mi2 then that failed after a couple of months.  It has not synced now since May as per the other posts Fitbit Sync Service - Last Synced: null

I have returned my fitbit and received replacements 3 times in the last 8 months

[RicardoFitbit]

Hello! Thanks for your replies and updates @NancyAarts and @TanyaBUK, I'm happy to continue assisting. My apologies for the delayed reply. 

I'd like to appreciate your effort and patience troubleshooting this matter prior posting. Let me share with you that the Samsung Galaxy A7 and the Xiaomi Mi2 are not currently listed as a compatible devices with our products and services, therefore, you may experience certain connection difficulties with them. I'm aware that some users are able to use non-compatible devices with our Fitbit products, however, we cannot ensure a proper function of all its features due to this compatibility concern. Since some of the troubleshooting that were already done, I suggest you to try with a compatible device or your computer to avoid this situation just as stated on my previous replies.

@TanyaBUK Can you please provide me with more details about the setup difficulties experienced with your Windows 10 computer? Did you tried the setup steps and troubleshooting steps?

I'll be here if you need anything else, please keep me posted.

[Latti]

Hi Guys,

My workaround to this bug: I installed the latest Fitbit software on my old android phone and paired my Charge 2 successfully. After that my new phone can sync again with my Fitbit device. It is important to disable automatic software upgrade in the google play settings, because the upgraded Fitbit software will not sync again.

Phone: Xiaomi Mi 9

Android version: 9

App version: 2.95 (20213397)

Firmware version: 22.22.55.2

I think, it is a Fitbit software bug. Two months after the bug appeared there is not any official fix.

I checked the compatibility list and found only five Xiaomi phones, and Mi 4 is the last one. It is a joke..

My next fitness tracker will not be a Fitbit product.

[WayneC7189]

I’ve done all these steps many times now, deleted app, turned off the on
Bluetooth and tried to sync and still says searching and NOTHING. So I’m
done with it. I have iPhone 6 it says it’s a capable phone still. Time to
look for a different brand. I’m done.

[RicardoFitbit]

Hello again, it's nice to continue providing assistance with your Charge 2 devices. Thanks for your participation in the Community Forums @Latti, welcome aboard. Your reply and update is appreciated @WayneC7189.

@Latti Thanks for the suggestions that were shared in your post, sure this information can help other users that are using a Xiaomi Mi9 mobile device. The feedback that was provided is really appreciated as well, we are always working to improve our products and services.

@WayneC7189 Thank you for troubleshooting your Charge 2 prior posting and for taking in consideration the information that was previously posted. Can you please let me know if you already tried with a different mobile device? This way I will be able to determine if this is being affected by the Fitbit itself or your mobile device. Please make sure that there's no other Bluetooth device connected to your phone or nearby. Please follow the below steps, some of them you already tried, but the order specified is important:

1. Restart your Charge 2.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone)
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the iPhone 6 is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Charge 2 as a new device.

Keep me posted, I'll be here.

[WayneC7189]

I tried to pair with Samsung galaxy 7 and still didn’t work.

[RicardoFitbit]

Hello again @WayneC7189 your reply is appreciated, my apologies for the delay in responding your post. 

Seems odd that even after trying with a different mobile device you're still unable to pair your Charge 2. I'd like to let you know that I've created a ticket for you to receive further assistance directly with our Customer Support team. That said, please keep an eye to your email, they'll be in touch with you soon.

In the meantime they contact you, don't hesitate to let me know if you need anything else. 

[martin.manders]

If you want to connect your Fitbit tracker with an Android 9 device.... well dear Fitbit users you can forget it. Does not work anymore. This problem exists since many many months and Fitbit knows it but does not solve the problem. 

[KingsGirlAPB]

My android 9 device is paired to my fitbit. There was a short time that it
didn't, but has since paired and is working

[martin.manders]

@KingsGirlAPB Well, and do you get notifications, like messages, phone calls, agenda stuff etc.,  from your Android 9 device on your Fitbit tracker? If so, you are the first one.

In that case, can you tell me and a couple of hundred other Fitbit users how you did that?

My Charge 2 does sync from time to time with my Samsung Galaxy A40 (Android 9), but never paired normally. So I am eagerly waiting for your solution so I can sync, pair and get notifications from my smartphone to my Charge 2 too...

By the way, my wife's Iphone 6 works like a charm with the Charge 2. And my son's General Mobile 4 (Android 7) works too with any Fitbit device like it should do...

[TanyaBUK]

I've just received my replacement Charge 2 from Fitbit and managed to sync it to my phone (Android 9) and tablet.  It won't show text/call notifications but it hasn't done that for months.  Overall disappointed with the lack of reliability or functions on Fitbit.  I'm now waiting for delivery of my Xiaomi fitness tracker to match my phone and hope for better results with that.