New Fitbit Charge 2 won't pair

[Wandedrer]

I received an replacement Charge 2 today (replacing a fault Charge HR). Initially, after installing fitbit appon my son's Samsung J4+, the phone and charge 2 paired up (found the watch, code on watch, entered into app, paired fine).

Then, app said the watch needed a firmware update, so I started that, but it repeated errored out (10+ times) with an exclamation mark on the watch screen. After researching that, I restarted the watch, and it now acts normal (can access features on watch etc.). However, I can't get it to pair with the phone now. I've restarted watched, I've disabled and enabled bluetooth of the phone - it finds the CHARGE 2 on bluetooth scan, but won't pair.

How do I reset bluetooth on the CHARGE 2 and get them to re-pair? 

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome on board @Wandedrer, it's nice to see a new member around! Thanks so much for the steps you've tried in order to pair your Charge 2.

I'd like to start by saying that the J4 is not yet a supported device by the Fitbit app. 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. 

I was wondering if you had your Charge HR paired to this phone? If so, please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Charge HR and Charge 2 and next to them, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" or "Unpair". Do this process for each of them. 

Once you've made sure that neither of the Fitbit devices are paired to your phone's Bluetooth settings, you can start from scratch with the Charge 2. 

If the issue is not solved after the above steps, please take a look at the help articles: Why can't I set up my Fitbit device? and Why can't I update my Fitbit device?

Give this a go and let me know the outcome.

[Wandedrer]

Hi Maria

Firstly, thanks very much for replying, I appreciate it.

Strangely, although it still seems to not list pairing, it is working now is that I see the app is updating, and reporting synching. One new attempt I did was: 

1. turn off bluetooth on phone

2. turn off phone

3. restart the watch

4. turn on phone

5. turn on bluetooth on phone

In terms of the phone synch with old Charge HR, no it was not paired - these phone's also a new additoina (he got the phone for his recent birthday, his first phone).

[MarreFitbit]

You're very welcome @Wandedrer! 😉 I'm glad to hear your Charge 2 was able to sync to your son's phone. Is everything working fine now? 

In case you encounter with syncing difficulties, I'd recommend taking a look at the help article: Why won't my Fitbit device sync?

Please let me know if there's anything else I may do to assist.