Problems setting up a replacement Charge 2

[Julesworky]

My original fit bit charge 2 was damaged so I claimed my replacement and now the new one won’t connect to my phone I’ve been trying for 3 days now 

Moderator edit: Updated title for clarity

[FerdinandFitbit]

Hi there @Julesworky, welcome to the Fitbit Community Forums!

I'm very sorry to hear that you're having a hard time setting up your replacement Fitbit Charge 2. Thanks for all the time and effort invested in getting this resolved. I'd like to help you out.

First, it would be good to know which phone model you are using specifically. Have you made sure it's in the list of compatible devices? If you're not sure, you can check the list here.

I would also recommend giving your Charge 2 a restart by following these instructions:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

Also, make sure you're on the latest version of the Fitbit app and the latest version on the OS of your compatible mobile device.

Hope this helps. Please, let me know if you still need more help after this!

 PS. I'm moving your post to the Charge 2 board for categorization purposes.

[frjoe]

I am having the same exact issue... I got a replacement charge-2 that would not connect to my phone, worked with fitbit support to no avail and they ended advising me to return it. After two weeks of back and forth and waiting, I got the second replacement last week and alas... same problem all over again - the second replacement also does not connect to my phone!

After spending more time chatting with fitbit support to troubleshoot, they informed me that the replacement trackers being sent out have a "firmware issue" that their tech team is working on - either this was a real explanation or some b.s. to get rid of me. They told me to wait for an email from fitbit once the issue was resolved.

For now, I'm stuck with two useless fitbit devices that I can't even use as paperweights... they're too light, lol! Guess this is the end of the road for my interest in fitbit devices!

[Stoop]

Welcome to the club of Fitbit owners with replacements that won’t connect. Yes it’s a firmware issue but they won’t replace them as they think they can sort it with a fix to the app. 

Meanwhile we we all have useless fitbits.

this has been going on for months with some owners.

well done Fitbit!

[allbitfit]

Pitiful.

Here's some more information to get this posted, only.

[allbitfit]

Pitiful.