Replacement Charge 2 won't pair

[TaraDactyl83]

I recieved my replacement Charge 2 and my LGv30 will not pair with it. My old charge 2 pairs just fine. My boyfriends phone sees the replacement charge 2 in Bluetooth ( unless its seeing my old charge 2? Not sure it can if it's paired to my phone.) updating my phone, rebooting ( many times in between troubleshooting) I have turned off/ Bluetooth , unpaired/deleted old charge, tried to replace old charge with new charge, uninstalled fitbit app, reinstalled app, tried hard restarting new charge but it just shows the setup screen fitbit.com/setup the only thing I haven't tried is logging out of fitbit then back in ( that I know of). I contacted support and they gave me a return label and recommended sending back for a second replacement. I don't really want to wait another 2 weeks . 😭 I don't see why the new one won't pair with my phone while the old one pairs just fine.  

Moderator edit: format

[MrsKrijgsman]

That’s Awesome.

i really do hope that Will solve the problem.

hopefully they’ll fix our problem too.

[CJLoc]

I got a response on Twitter and they said they had re-opened my case.  We'll see.

[e_nc]

Nice. They're not talking to me, but that's cool. I'm really wanting for
you guys at this point.

GG

[peachypeach]

I'm on my second Charge 2 replacement in less than a year. Both of my previous pebbles developed cracks down the middle of the screens. First one took 7 months to crack, the second one took less than 2 months. And now, after spending an hour trying to set it up and another hour in a chat, I find out this latest replacement has a "known issue" and is basically useless. Oh, and I've also gone through 2 bands. Finally gave up on those and ordered aftermarket ones from Amazon. 

At what point is this company liable for ripping its customers off? They're knowingly selling defective merchandise. 

[YojanaFitbit]

Hi everybody, thanks for posting your comments in this thread.

Sorry for the issues with your Charge 2. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. Each scenario is different, but I think that you can use the option available according to your warranty information, as it was mentioned by our support team. 

In case that you don't have a case open open for this issue, I'll be more than glad to help you out with that.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thanks for your understanding. 

[Gingerous]

I've been arguing with Fitbit support via email and they refuse to replace my device, even though it's still under warranty.  They've told me my ONLY remedy is to wait for this software fix.

So no, you cannot use your warranty. They won't honor it.

[AlexMayes]

How will an app/software update activate the Bluetooth on a tracker that can only be updated via Bluetooth that won't connect???

[Gingerous]

Very good question! They're telling me that the problem is with the APP and not the firmware on the tracker. Considering it also will not connect to the Fitbit desktop app, I'm pretty sure this is 100% false, but they've said it to me half a dozen times now. I believe they're just saying it to avoid having to honor their warranty policy and send out new devices. I've asked if they're still going to honor my warranty if it runs out before they fix this issue and I have not been able to get a straight answer.

Moderator edit: Removed personal information.

[AlexMayes]

Also...... When is this update due?????? Are we talking days, weeks or months? Even a rough guess.

Get Outlook for Android

[iamdusted]

"They're telling me that the problem is with the APP and not the firmware on the tracker."

Interesting idea. But false. 

The device I had previously could connect to a bluetooth dongle in a PC without the app installed. These devices are not. 

[Stoop]

They’ve known about it at least six weeks. Some are on their third replacement that won’t connect.

It defies logic that they can’t solve this issue and are willing to accept customers being so fed up with their company that they will never buy from them again.

Ive got friends who have had so many replacements that they have just given up and moved onto other makes.

[Momma4Bear]

Support just sent my husband a survey. I hope whoever gets it likes to read, because he's typing a lot! We are already looking into other fitness trackers that are not fitbit.

[RkbCA]

Are we sure the problem is not with the fitbit app? Unless I am missing something it looks like an  incompatiblity between latest version of the fitbit app and the charge 2 22.53.04 firmware.

I am on Android and was able to get around the problem by using an older version of the app.  Current Android app is 2.84.  I have an old cell phone with app version 2.75.1.  I just received a brand new Charge 2  (bought on the open market, not a replacement from Fitbit) which came with firmware 22.53.04.  I didn't actually test it with the current app but assume it has the same problem everyone is reporting.  However, it connected to my old cell phone without a problem and the first thing it did was update the firmware to 22.22.55.2.  It should now be useable with the current version of the app.

Has anyone else tried rolling back the app to an earlier version (Android versions can be found on various android app archives on the internet)?  My guess is that doing that will allow you to upgrade firmware and then restore latest fitbit app and be back in business!  I hope!

[Samnhe3]

---

@RkbCA wrote:

Are we sure the problem is not with the fitbit app? Unless I am missing something it looks like an  incompatiblity between latest version of the fitbit app and the charge 2 22.53.04 firmware.

I am on Android and was able to get around the problem by using an older version of the app.  Current Android app is 2.84.  I have an old cell phone with app version 2.75.1.  I just received a brand new Charge 2  (bought on the open market, not a replacement from Fitbit) which came with firmware 22.53.04.  I didn't actually test it with the current app but assume it has the same problem everyone is reporting.  However, it connected to my old cell phone without a problem and the first thing it did was update the firmware to 22.22.55.2.  It should now be useable with the current version of the app.

Has anyone else tried rolling back the app to an earlier version (Android versions can be found on various android app archives on the internet)?  My guess is that doing that will allow you to upgrade firmware and then restore latest fitbit app and be back in business!  I hope!

---

Hi I've tried pairing my replacement Fitbit Charge 2 using the 2.75.1 app version downloaded using Apptoid. My Fitbit still will not sync no matter what, I've downloaded older app versions but still no luck.

[Momma4Bear]

---

@Samnhe3 wrote:

---

@RkbCA wrote:

Are we sure the problem is not with the fitbit app? Unless I am missing something it looks like an  incompatiblity between latest version of the fitbit app and the charge 2 22.53.04 firmware.

I am on Android and was able to get around the problem by using an older version of the app.  Current Android app is 2.84.  I have an old cell phone with app version 2.75.1.  I just received a brand new Charge 2  (bought on the open market, not a replacement from Fitbit) which came with firmware 22.53.04.  I didn't actually test it with the current app but assume it has the same problem everyone is reporting.  However, it connected to my old cell phone without a problem and the first thing it did was update the firmware to 22.22.55.2.  It should now be useable with the current version of the app.

Has anyone else tried rolling back the app to an earlier version (Android versions can be found on various android app archives on the internet)?  My guess is that doing that will allow you to upgrade firmware and then restore latest fitbit app and be back in business!  I hope!

---

Hi I've tried pairing my replacement Fitbit Charge 2 using the 2.75.1 app version downloaded using Apptoid. My Fitbit still will not sync no matter what, I've downloaded older app versions but still no luck.

---

I have tried with uptodown 2.75.1 version. No luck.

[Momma4Bear]

---

@RkbCA wrote:

Are we sure the problem is not with the fitbit app? Unless I am missing something it looks like an  incompatiblity between latest version of the fitbit app and the charge 2 22.53.04 firmware.

I am on Android and was able to get around the problem by using an older version of the app.  Current Android app is 2.84.  I have an old cell phone with app version 2.75.1.  I just received a brand new Charge 2  (bought on the open market, not a replacement from Fitbit) which came with firmware 22.53.04.  I didn't actually test it with the current app but assume it has the same problem everyone is reporting.  However, it connected to my old cell phone without a problem and the first thing it did was update the firmware to 22.22.55.2.  It should now be useable with the current version of the app.

Has anyone else tried rolling back the app to an earlier version (Android versions can be found on various android app archives on the internet)?  My guess is that doing that will allow you to upgrade firmware and then restore latest fitbit app and be back in business!  I hope!

---

Also if it was just that then my bluetooth would register the pebble as a device. 5 bluetooth devices aren't picking up on either of my husbands replacements. Even after unpairing everything and restarting my phone. I even went as far as resetting my phone to factory settings, no luck.

[RkbCA]

@Momma4Bear

@Samnhe3

Too bad.  What a pain.  Anyway, thanks for the update.

[af_100]

Well I just sent mine back in for another replacment

[LadyWest]

I still have a dead replacement, but after reading the many other posts, I have to wonder if returning it for yet another one is worth the time and energy. This has been going on since November with no resolution. They have sent 2 replacements, but no luck with either one. I went back to using my original Charge 2 but the heart monitor doesn't work properly and that is one of the things I needed it for.

[Dano78]

I am in the same boat as the rest of you. Got a cracked screen Charge 2 replaced in late December. Would not pair with my iPhone. Tried every fix suggested and finally called customer support. Very nice person ran me through all the fixes I had already tried and after about 45 minutes disclosed this was a “known issue” but could not scoffer any time frame for a fix and suggested I wait to see if there is an app update and keep trying. This is not very good customer support and I am losing my faith in the Fitbit products which I have been a big fan of. So sorry Fitbit does not have more to offer on this issue.