Charge 3 stuck on www.fitbit.com/setup screen

[Gatty]

Hello,

I'm trying to setup a charge 3 and it is stuck on a screen displaying the Fitbit logo and www.fitbit.com/setup address. I have been able to reset it (smiley face appears) 3 times but it still goes back to the same screen. I’ve read all forum posts about this issue and have tried everything and nothing seems to

be working. 
Any tried and tested resolutions for this?

Any assistance would be greatly appreciated. 
Thank you. 
Gatty

[SteveH]

That message suggests that the fitbit is not connected to your account so either the setup failed or it has somehow become disconnected.

I would go through the setup process again. Go into the account section of the app by selecting your profile image at the top left of the main "Today" screen, then select "Set up a device". Choose the Charge 3 and it will step you through the process. Hopefully this will reconnect your tracker and get rid of that setup message.

[MarreFitbit]

Hi there @Gatty, welcome to the Community Forums. Thanks for the details provided about your experience and for taking the time to fix this issue prior to contacting us. 

While reading your post I was wondering if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

As also my friend @SteveH recommended, try the steps below:

• Log out of your Fitbit app
• Force quit the app
• Restart your Charge 3 again. 
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit app
• Set up your Charge 3.
• Update the Firmware version of your Charge 3. 
• Sync right after finishing the update

[Gatty]

Thank you for getting back to me. This message appeared before I could pair up the Fitbit as such I was not able to set up the device on my phone. My phone has all the requirements needed.

I’ve tried to restart everything, log off, turn off phone and Bluetooth etc and still the same happens.

I can’t update the firmware if I can’t set up the device. Is that correct?

Kind Regards,

Moderator edit: personal info removed

[Gatty]

Thanks Steve - the message appeared before I could even pair/set up the device. I have had no success trying to set the device up to my account (which is a new account).

Kind Regards,

Moderator edit: personal info removed

[SteveH]

That setup message is what all new fitbits show and they will only show that message until the setup is complete. Fitbits are unusual in that the pairing between the fitbit and your phone has to be done via the fitbit app rather than via the phone's bluetooth settings.

I would try the steps above in the app. It sounds like you have yet to try the setup.

[Gatty]

Hi again Steve,
I have gone through the setup process on the app multiple times with no success. I get to the part where the app indicates that it has located the tracker but it does not connect to it and it remains idle on that screen attempting to connect to the Fitbit and it never does.

I am returning the device. Thank you for your assistance. It’s is much appreciated.

Kind Regards,

Moderator edit: personal info removed

[Terri_Lynn]

Tried all the steps above without any luck.  Ultimately, I uninstalled the app from my phone, reinstalled and then I was able to connect.  

[Leeoz]

mine does the same thing, this is my replacement fresh out of the box. It is stuck on www.fitbit,com/setup

I have taken off the ol device and connected this new one - it tells me it has synced but still displays www.fitbit,com/setup - I have replugged back in - in its cradle and held the button for 8 seconds - smiley face comes up and the www.fitbit,com/setup continues to display, - if I try and add a clock face it just circles for hours and then says cannot find try again. I have no other Bluetooth gadgets nearby and turn my phone completely off, so there is no interference - I m at a loss off what to try next