Fitbit Charge 2 will not pair after updates

[fgw]

After a recent update, my Charge 2 will not sync with my Pixel 2XL phone. I have tried the following recommended steps:

• Log out of my Fitbit App, log back in
• Force quit the App
• Uninstall the app and reinstall
• Restart my fitbit
• Turn off the Bluetooth and turn it back on
• Shut off my phone and turn it on after 1-2 minutes
• Turn off the Bluetooth and turn it back on
• Log back into your Fitbit App
• Restart the fitBit by connecting the charger and holding down the button for 4+ seconds, until you see the fitbit logo

The Charge 2 seems to be working perfectly fine on it's own; it records steps and heartbeat, it just won't sync with the app on my phone. After initiating a fresh device sync from the app on my phone, the charge 2 will display a 4 digit code (signifying to me that there is a valid bluetooth communication happening - so I ruled out a bluetooth connectivity issue). After entering the 4 digit code on the fitbit app on my phone, I get a message stating that setup failed. The same thing happens over and over again. 

Are there any other things I should try to get the watch to sync to my phone again? Could this be related to a software bug?

Edited 11/12/2020 for clarity. 

Moderator edit: updated subject for clarity. 

[AndreaFitbit]

Thanks for getting back to us @fgw. I'll be glad to assist with your Fitbit pair inquiry. Thank you for letting us know about all the steps you have followed. 

To assist you could you please let me know your Fitbit model and your phone's model. Please follow steps of help article: Why can't I set up my Fitbit device?

I'll be waiting for your response. 

[fgw]

Thanks @AndreaFitbit - I did follow the steps in the article you shared, without any luck. I also followed the steps in this post: https://help.fitbit.com/articles/en_US/Help_article/1866.htm

I have a Charge 2 and a Pixel 2XL

[AndreaFitbit]

Thanks for getting back to us and for letting us know about the steps you have followed @fgw. I´ll be happy to continue assisting you.

I checked and your phone is compatible. Could you please try pairing your device with a computer or other device just to confirm that it doesn´t pair with other devices.

I´ll be waiting for your response. 

[fgw]

@AndreaFitbit - I tried pairing it with my wife's phone (Pixel 2), with the same results. I do not have any other devices to test with.

[Heeboy]

Me to ,is this a coincidence 

[AndreaFitbit]

Thanks for getting back to us @fgw and welcome to our community @Heeboy. I'll be happy to assist with your Charge 2 pairing inquiry. 

@fgw, thanks for tying with your wife's phone and for letting me know that you don't have another device to test with. We had a report about syncing issues with Charge 2. 

I recommend trying the following:

1. Turn on 'always allow' for location services
2. Restart your mobile device
3. Restart the Charge 2: How do I restart my Fitbit device?

4. Open the Fitbit app, tap on your profile picture > Set Up a Device.

5. Choose your Fitbit from the list and follow the onscreen instructions.

@Heeboy, if you're experiencing syncing issues, see Why won't my Fitbit device sync? 

Let me know how it goes.

[fgw]

@AndreaFitbit thanks for following up. I did follow those directions as indicated in my previous post (https://community.fitbit.com/t5/Other-Charge-Trackers/Fitbit-Charge-2-will-not-pair-after-updates/m-...).

Are there any actions being taken to address the issue, since you have a report about syncing issues already?

[AndreaFitbit]

Thanks for getting back to us and for your question @fgw. I'll be happy to continue assisting you. 

When an issue is reported, our team puts special attention to this and tries to find the root of the issue in order to solve it as soon as possible. Are you still unable to pair your Charge 2? If the answer is yes, please get back to me, so I can create a case on your behalf.

Let me know if you have more questions and keep on visiting the forums.  

[fgw]

@AndreaFitbit yes, I am still not able to pair my Charge 2.

[AndreaFitbit]

Thanks for getting back to us @fgw,. I'll be glad to continue assisting you.

Since you're already in touch with our Support Team, I'd recommend following their instructions. 

Let me know if you need further assistance and keep on visiting the forums. 

[fgw]

@AndreaFitbit I am not currently talking to anyone from your Support Team. I chatted with a customer service representative online a few days ago. They did not provide any additional instructions.

I do need further instructions on what to do please.

[AndreaFitbit]

Thanks for getting back to us @fgw. I'll update your case and someone will contact you soon.

Please check your email and keep on visiting the forums. 

[Heeboy]

I got mine to pair by telling Bluetooth connection on I pad to forget this device and starting again as new unit

Sent from my iPad

[EowynCarter]

@fgw did you managed to fix your problem ?

I somehow managed to sync, but I can't pair no mater what I do. Support was of no help. 

Had to uninstall the app for now because of persistent notification. 😞

Are you on android 11 as well ? (pixel 3a here)

[Jggjfhjkt]

Hi! To me happens the same, reinstalled the app, unpaired and paired again, but the Charge 2 does not record the GPS while I'm doing exercises that records GPS (biking or running). I tried with other apps (komoot) at the same time and that one was recording the GPS correctly. It has to do with the app or the Charge 2. The app has full access to the GPS, not only when the app is in used and of course the GPS is activated for those exercises in the app 

I use a galaxy s9+

What else can I do?

[Heeboy]

Just go into Bluetooth and tell it to ignore your Fitbit ,then reinstall

Sent from my iPad

[EowynCarter]

Ah ah. I would be happy to have a device to ignore there. That's my problem. It won't pair.. 

[Heeboy]

Delete and re download the app, that may work

Sent from my iPad

[EowynCarter]

Lost count of the number of times I did that... Pairing on android is just broken. 

I might install it on iPad, so there is at least some sync working when I'm home. Until they fix the problem with android, or I buy an other tracker...