New Charge 4 is not working properly

[AndyG13]

I received a Fitbit Charge 4 about 4 years ago as a present and really liked it.  However, about 6 months ago, it started to go downhill.  It only kept a charge for 3-4 days and the battery life would jump from 80% to 40% randomly.  So, I bought a new Charge 4.  However, I am having difficulty connecting it to my phone.  I have tried to initialize it several times.  I plug the Charge 4 in, go to my phone and say connect new device.  It finds the fitbit, the four numbers appear, and I enter them.  Then the phone acts like is connecting.  However, one the Charge 4, the screen says download or update the Fitbit app.  After a few minutes, the Charge 4 shows a checkmark like it was successfully set up.  It shows the correct date and time.  All the icons for steps, heart rate, etc are there and I can tap to switch through the three screens.  However, there is no data.  There are blanks or dashes after the icons.  I have tried synching it, switching the display, but nothing is working.  I have tried this several times, but it doesn't work.  Any suggestions?  

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hello there, @AndyG13. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 4 before reaching out. 

While reading your posts above, I was wondering if you did remove your old Charge 4 from your Fitbit account and phone's Bluetooth settings?

It seems that your Charge 4 cannot connect properly to your Fitbit app since you haven't yet forgotten the connection between your old watch and the phone's Bluetooth which would explain the connectivity issues you're running into. With that said, try the steps below: 

• Unpair your new and old Charge 4 from your phone's Bluetooth and Fitbit app.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your new Charge 4 again.
• If there is no connection, restart your Charge 4.