Charge 3 can't be set up to a new Fitbit account

[Philliphs]

I have a charge 3 and want to give to my relative. I deleted the device from my Fitbit account and tried to do factory reset from settings --> about menu on the device.

When I confirmed with the tick icon to wipe the user data and reset to factory default, the device reset to smiley face then back to the watch, but no new user experience. When my relative tried to add the device to his account, it always failed.

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @Philliphs. It's great to see you around! 

Thank you very much for the detailed information and for the steps you've tried. I'd like to let you know that the Charge 3 should be able to pair to a new Fitbit account after performing the "clear user" data process. Since you've mentioned that it always failed, I'd like to suggest following the steps in this help article: Why can't I set up my Fitbit device?

If you receive a specific error when performing the set up process, please provide more details. In addition, take into consideration that the Fitbit app works well with any mobile device that meets the requirements listed here. 

Hope this helps. 

[Philliphs]

Hi. Thanks for the reply.
The link you provided only list ways for charge 4.

When I tried the hold button for 8 seconds, it did nothing. The device just vibrated then went back to standby with screen turned off. I did that with both charger connected and disconnected.

The reset wipe user data on settings about section rebooted the device, went to smiley picture, and straight back to watch clock, as if it was just rebooting instead of factory resetting.

[WilsonFitbit]

@Philliphs Thank you for your reply. 

In regards with the help article, you will also be able to find a section that says "Troubleshooting steps for all Fitbit devices" . Nevertheless, if the inconvenience persists, my best recommendation is that you please contact our Support Team for further assistance. Note that you can contact them through chat or over the phone, but phone wait times have been longer than normal. Click here to get connected. 

Regarding with the clear user data process, I'd like to let you know that I believe it was performed successfully. This is because once a clear user data process is performed, a Fitbit device is unpaired from the Fitbit account and needs to be re-set up one more time. However, if you believe this was not processed correctly, please report it to our Support Team and they will further review the behavior of your tracker. 

See you around.