Replacement Charge 2 setup difficulties

[m1eyp]

I have just received a replacement Charge 2 capsule after my original one suffered cracks on the screen after 11 months of use.  Excellent service by the team.

I cannot get my iPhone to see or pair with the new capsule.  I have done everything advised on these forums.  I have charged up the new capsule.  I have updated the software on my phone (both Fitbit app and iOS).  I have restarted my phone, and turned Bluetooth off and on.  I have done "Forget this device" for my old Charge 2, and moved it to a different room far away.  I have done a factory reset on the new capsule.

The iPhone cannot see the new capsule when searching on Bluetooth, or from within the Fitbit app when trying to set up a new tracker.

What else is there to do?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @m1eyp welcome to our Fitbit Community! I'm here to assist you with your replacement device.

Seems odd that you're experiencing setup difficulties with your replacement Charge 2, thanks for troubleshooting this matter prior posting. Even though you already tried some of the troubleshooting steps, I recommend you our help article: Why can't I set up my Fitbit device? and take in consideration the troubleshooting steps that are specified there step-by-step. Please let me know how it goes.  

Keep me posted. Let me know if you have any additional questions too.. 

[m1eyp]

Thank you.

All steps followed and same situation remains. I also tried pairing to a different device (my iPad) and that didn’t work either.

Get Outlook for iOS

[m1eyp]

Something I do notice is that when I connect the charging lead, the tracker vibrates, but doesn't show the battery icon - it stays on the "fitbit.com/setup" screen.  When I hold in the button for four seconds, it seems to restart, but again returns to the "fitbit.com/setup" screen.

[PaulaJoel]

I have exactly the same problem. I have been trying to set it up on my iPhone and iPad for days and as soon as I get past the “delete existing Cgarge 2” stage it just says “Searching” and does nt move on. I have tried all the suggestions in the help site and nothing has worked.

[PrincessO]

I got a Charger 2 today as a replacement for my 5 month old Alta HR which I had to send back due to a faulty strap.  I cannot set it up on my Windows 10 PC or my Galaxy A8 (2018) phone and I have tried all the troubleshooting techniques recommended.  My previous device synced perfectly well on these devices so I don't understand what is wrong.  Any ideas, please?

[Nicfinn]

Hi 🙂 I’m having the exact same problems I’ve done all the exact same things deleted everything from my phone but it’s still just searching for Bluetooth I’m getting so stressed with it! Mine was a replacement too! I don’t know what else to try? I’ve even tried to download it to my iPad! I never had these problems with my last one! Mine hasn’t got the little green lights on the back of the Fitbit either (not sure if those come after they’ve synced up?) I’ve emailed Fitbit now im waiting on a reply 

[EBell1803]

I just received a replacement charge 2 and it will not set up.  Same as other users, capsule stays at fitbit/ setup screen and I have tried all troubleshoot suggestions.  Bluetooth is not finding device . Would appreciate help 

[anita69]

when i got my new fitbit i had to update it on my tablet,wouldn't do it on my phone,working fine now 

[RicardoFitbit]

Hello guys! I'm here to continue providing assistance. I'd like to begin giving a warm welcome to our Community Forums @PaulaJoel @PrincessO @Nicfinn @EBell1803. Glad to see you again participating in our forums @anita69 and thanks for your update @m1eyp. My sincere apologies for the delayed reply.

@PaulaJoel Thanks for troubleshooting your Charge 2 with the steps from my previous post. I'd like to let you know that our Support team was contacted on your behalf to receive further assistance directly with them. That said, please keep an eye to your email inbox for their contact, they'll be in touch with you soon. Same for you @PrincessO, keep an eye to your email since they'll be contacting you too. In the meantime they get in touch, let me know if I can do anything else for both of you.

@Nicfinn @EBell1803 @m1eyp Our Customer Support team informed me that they're already providing assistance with your setup difficulties. Therefore, I recommend you to periodically check your email inboxes for any update from them. Please keep me posted.

@anita69 Thank you for sharing your experience with us, I'm happy to know that your Charge 2 is working the way we designed it. If by any chance you need assistance or have any unresolved inquiry, don't hesitate to contact me back, I'll be here.

Let me know if you have any additional questions, I'll be around. 

[anita69]

it is now only working if i keep uninstalling and installing app,almost every day i have to do this !!

[RicardoFitbit]

Thanks for your reply and update @anita69, sorry for the delay in responding.

I appreciate the details that were shared in your post, certainly your device isn't working as the way it was designed if you have to uninstall-reinstall the app everyday. To better assist you, can you please let me know which mobile device you're currently using? Also, when was the first time you experienced this? In the meantime I receive your answers, please check: Why won't my Fitbit device sync? for some troubleshooting steps for syncing.  

Looking forward to your reply.