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

[ErickFitbit]

@boris_o @EarlB I was able to get in touch with our Support Team and was notified that they've sent you a replacement Charge 2. Please attempt to set that up once you receive it and give me an update when you get an opportunity. Thanks for your patience and the time you've taken working with our team to reach a resolution.

@VicDWarsawIN I reached out to our team and they were able to confirm that you were successfully paired and syncing with your Charge 2 as of 2 days ago. Has that changed since then? If so, I suggest getting in touch in the support case that you were communicating with our team and letting them know of your experience with this replacement so they can get work with you to reach a resolution. I apologize for the multiple replacements that haven't worked out...I am hoping you're able to get back on track soon.

@SunsetRunner @MrsKrijgsman @CJLoc @Christine63 @Sarahlouise31 I'm glad to hear that you're back on track with your Charge 2. Thanks for sharing your update.

@LadyWest Please keep me updated as I want to make sure that you are able to get back to stepping with your Charge 2.

@TaraDactyl83 @aimeealex05 I have re-opened your support case with Customer Support who will be getting in contact with you to work with you to reach a proper resolution. Please be on the lookout for a message in your inbox within the next 24-72 hours with next steps.

@clmcgowen I was told that our Support Team followed-up via email with you yesterday and are awaiting your response to help you reach a resolution. When you have a chance, I recommend getting in touch with them for the next steps. Keep me updated on how that goes.

[Craigps26]

What about me????

Moderator edit: removed personal information

[AlvaroFitbit]

@Craigps26 I noticed that you already have a ticket with Support so please keep working with them. As per the information I could gather you are returning your device so once this is completed your replacement should be sent out to you. If you have any questions please reach out to our Support team for updates.

I'll be around!

[Christine63]

Hi
At the moment all looks fine
Thank you for checking
Regards

Get Outlook for iOS

[LadyWest]

@AlvaroFitbit

Newest replacement (the third one) arrived. Was on the charger overnight. Has no green lights. 

Version 22.20.17 

No return shipping label either. (Guess they don't want the one that doesn't work anymore than I do)

This is ridiculous! 

At this point, I am asking for either a brand new in the box retail replacement, or the return of my money.

[SunsetRunner]

---

@LadyWest wrote:

Newest replacement (the third one) arrived. Was on the charger overnight. Has no green lights. 

Version 22.20.17 

No return shipping label either. (Guess they don't want the one that doesn't work anymore than I do)

This is ridiculous! 

At this point, I am asking for either a brand new in the box retail replacement, or the return of my money.

---

When my boxed replacement arrived, it had version 22.20.17.  It paired straight away, and immediately updated the firmware.  You say you've charged it, but have you tried paring it?

[LadyWest]

---

@SunsetRunner wrote:

---

@LadyWest wrote:

Newest replacement (the third one) arrived. Was on the charger overnight. Has no green lights. 

Version 22.20.17 

No return shipping label either. (Guess they don't want the one that doesn't work anymore than I do)

This is ridiculous! 

At this point, I am asking for either a brand new in the box retail replacement, or the return of my money.

---

When my boxed replacement arrived, it had version 22.20.17.  It paired straight away, and immediately updated the firmware.  You say you've charged it, but have you tried paring it?

---

Yes, even with no green lights, I tried to pair it. Didn't work. I don't think we should have to uninstall, reinstall, turn off, turn on, and jump through hoops to set up a replacement device. 

Also, mine wasn't a replacement in a box. All I received was a pebble, my 3rd. 

[Mgiaag]

I haven't said anything about returning my device. I just wanted to know why it wasnt working with my phone. Someone here said that about returning it. I'm not returning it.

Sent from Yahoo Mail on Android

[af_100]

Sorry forgot to come back and update but the retail replacment I was sent worked perfect no issues upgrading firmware and paring.  

[LadyWest]

@af_100

Glad you got a good fix, and are back on track. You are one of the lucky ones!

I'm still waiting to be contacted.

[boris_o]

Same story with me. Retail version, special edition. Works ok so far,
immediate pairing.

[HeydyF]

Hey guys, I hope you are doin' fine! 

@Christine63, I appreciate the update. Sounds good that your Charge 2 is working fine now. 

@SunsetRunner, sounds great that your Charge 2 was paired successfully. 

@Mgiaag, were you able to connect your Charge 2 with your phone? If you still having inconveniences, please review the troubleshooting in this help article: Why can't I set up my Fitbit device? 

@boris_o and @af_100, great! I appreciate the update about your Charge 2. 😉 

@LadyWest, our team normally takes 48 to respond, so I will ask you to be patient while they get in touch with you again. 

Let me know if you have further questions or comments! 

[LadyWest]

@HeydyF 

Got a reply, and a return shipping label so, I will be sending one of my dead replacements back today. With all the (brrrrrrr) bad weather back East, it may be delayed, so I will be patient a bit longer. Hopefully the next replacement will be the magic one so I can get back on track again!  

[SunsetRunner]

I was told via chat by Fitbit's customer service to hold onto my 22.53.04 device, which will not pair (3rd in a row that will not pair), and wait for Fitbit to fix the application so that it will pair with 22.53.04.

Was that customer service representative incorrect?  Is my refurbished device defective (3rd in a row) or is the application not pairing with functional 22.53.04 devices?  Which is it?  What do I do?  Wait or keep returning until I get one of the good ones?

Note: As I understand it, this thread is about the inability of the app to pair with refurbished 22.53.04 devices.  Other issues - no green lights or whatever - are unrelated.

[Lisa830]

Second replacement arrived today, it was not the retail version just a pebble with the same firmware 22 53 04 so I was not hopeful but it paired like a charm and then updated the firmware right away. It is charging now. It “only” took 5 weeks and a lot of emails also to people in high places but at least I seem to be back on track... I hope all of you have working fitbits too shortly! 

[TaraDactyl83]

I have the same numbers 22.53.04 on my 2nd replacement, was told to wait
for app update to fix it. 2 updates later still no luck. 7 days ago I was
told

"I have re-opened your support case with Customer Support who will be
getting in contact with you to work with you to reach a proper resolution.
Please be on the lookout for a message in your inbox within the next 24-72
hours with next steps."

I'm not in the mood to go through the whole uninstall, turn off, reboot,
disconnect, bla bla bla . I have to work. It's still invisible to my phone
and also my boyfriend's phone which means there is no point to do all the
troubleshooting, if it won't pair to his updated FB app (which he
downloaded to help me troubleshoot with the 1st replacement.) Meanwhile the
warranty ticks away and i have yet to hear from support for this
"resolution". Not cool fitbit and on the 7th day (of almost 4 months) 👎
booooo

[clmcgowen]

I've sent my pebble back (it was received on Tuesday, 1/29) and now I am waiting on replacement #2.  We'll see how it goes...

[Stoop]

Got my second replacement after a couple of emails to high places. Came on the same firmware as the one I sent back but paired and updated immediately.

I guess the faulty ones just had no Bluetooth activated.

Good luck everyone.

[AlvaroFitbit]

@LadyWest @clmcgowen let us know what happens when the new unit arrives.

@TaraDactyl83 @SunsetRunner If the issue persist and no app update has fixed this then please let our Support team know so then can check what to do for you. 

@Stoop @Lisa830 happy to hear that the new devices are working for you.

I'll be around!

[LadyWest]

@AlvaroFitbit

Received the replacement today. Still won't pair, and once again no green lights. 

I now have my original, and 3 replacement pebbles, and none of them work properly.

Think it may be time to just give up and move on to a different brand.