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Replacement Charge 2's will not connect

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‎01-17-2019 11:52 - last edited on ‎09-08-2020 17:54 by Fitbit Moderator

‎01-17-2019 11:52 - last edited on ‎09-08-2020 17:54 by Fitbit Moderator

Hi

 

I had a replacement fitbit charge 2 sent to me. I tried everything to get it to setup but my iPhone, Ipad or wife Samsung could not connect.

 

On advice from Fitbit I returned the charge 2 and received a second replacement, again I cannot get this to work.

I called the help line followed the instructs and still could not get it to work. On there advice I purchased a fitbit dongle and tried to connect it to my windows PC and still cannot get it to connect.

 

Please Help.  

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‎01-17-2019 13:01

‎01-17-2019 13:01

The replacements they've been shipping in the past 1 or 2 months can't be discovered by Bluetooth.

 

They claim it's an app issue but it's certainly not. Here's a big discussion on the matter: https://community.fitbit.com/t5/Charge-2/Replacement-Charge-2-won-t-pair/td-p/3099633/jump-to/first-...

 

Still, I can't believe they haven't told you this and even told you to buy a dongle.

 

Just in case, you can check if the FW on the replacement is 22.53.04 (put it on the charger and press the button for several seconds until it vibrates and the Fitbit logo shows up). Also, check if it shows up when scanning for bluetooth devices (not in the app but the phone's own BT scan). 

 

If that's the FW and it's not detected, you have a defective replacement.

 

You can try insisting on support sending you a verified working device (at this point it seems that's only the retail ones) but I guess they'll tell you to wait for an app update. Still, it doesn't hurt to try. Who knows, they might have decided to do the right thing.

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