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

[Kmclean1]

Hi, not resolved yet, it's been escalated to the support team just waiting to hear back from them. Like you I tried it on a few different devices and I have also gone back to using my old Fitbit .Here's hoping for a resolution quickly, I will keep you updated on how I get on.

[ebohmstd]

Same thing happened to me. I am on my 3rd repacement.  I have tries everything and have done a chat 2 times for help but negative results. 

[e_nc]

Used the credit to buy a Versa for my kid, who wanted one. I'm done with Fitbit.

[TaraDactyl83]

Mine never did but my old one does send the pair code. They told me to
send it back because I had tried all the troubleshooting with no success.

[Starfire84]

How can I get the pair code?

E Hanley

[Gayel]

The screen cracked on my charge 2 that I just got in July2018  so I contacted fitbit and asked for a replacement. I received my replacement but when I try to pair it to my phone, it can't be found.  I have put it on the charger for a few hours and it still will not pair.  I removed the other charge 2 from my account and went into my bluetooth settings and un paired the other charge 2 as well.  I tried it again multiple times and it won't find it.  I uninstalled the fitbit app then reinstalled it,  still nothing.  I restarted my phone (samsung galaxy s8) But when I try to pair to the old charge 2 again,  it finds it and will pair it. I plugged the tracker into the charger and held the button for 4 seconds and reset it.  I tried everything suggested but still nothing.  I even tried doing it from my tablet,  didn't find it.  I tried logging into my computer to try it that way, I had to down load the windows 10 app but it won't recognize my dongle.  I submitted the issue to fitbit and they had me return the pebble, once they received that then they sent a sent second replacement that I recieved yesterday and I am having the same problem with the new one. I am so frustrated I previously had a Fitbit flex for 3 1/2 years until I ordered the charge 2 in July and I am regretting that! 

[Starfire84]

I'm having that exact problem. I've done all those things but nothing. It's
a joke, I think fitbit just want us to get fed up and spend money on a new
one again. Maybe I will just go with Apple instead!

E Hanley

[gab_tz]

Same here. Received my second replacement today and it still won't pair. The replacement won't even show as a detected bluetooth device on my phone (or laptop).

I haven't contacted support about this one yet as I am stubbornly trying to pair it to every possible device at home but I guess tomorrow I will. But if they offer a 3rd replacement I don't know what to do - it's obvious there is some issue with those units, I have no idea if they were manufactured for this purpose but it sounds like it since it's a common issue - I have no problems with pairing the original tracker but the battery is dying..

I hope to see some solution soon because I still have the better part of an year left to my warranty and I can't afford to buy a new device every year, even with 50% discount.

[Starfire84]

My partner rang fitbit in the end and now they're sending a whole new
device. It better bloody work this time! Will let you know. Oh and they're
sending a return label for the last 2 faulty pebbles they sent. Good luck I
hope you get sorted soon.

E Hanley

[Christine63]

Hi 

My replacement charge 2 pebble will not pair with my Iphone7. My old pebble will connect fine, but has a cracked screen.  I have tried all the suggested trouble shooting suggestions.  Please let me know how to get a replacement Charge 2 pebble. 

[gab_tz]

Best to contact support. They provided me with a return label for my first replacement and after I sent it back I got a second replacement pebble. It still won't connect - not detected at all.

I wrote them about this today and am now waiting for a response.

I don't think a second replacement would do the job for you either, seeing how no one in this thread has had any success but your only option right now is to contact them anyway, so go ahead and share the results 🙂

Good luck

[gab_tz]

I got a response from the support team and according to them there's an issue with the app and not the device itself. They said they're currently working on it so their advice is to wait for an app update.

So I guess we have to wait and see how this turns out.

[SunsetRunner]

Received my replacement Charge 2 today (original stopped charging).  This one can't be discovered by Bluetooth.  Tried everything - reboots, reinstalls, various devices, you name it. Have chatted with CS and exhausted their ability, so now have to wait for something after receiving an email - not quite sure what happens next.  Seems like they have a widespread problem with these replacements.

[VicDWarsawIN]

This is VicDWarsawIN

I just received my 4th replacement and it won't setup.  The app looks for it to no avail.  It seems, based on the different posts for the same issue that the main part of this started late November to Early December 2018.  I have not read this but I would like to bet that all of the replacements came from Fit1 / INGRAM MICRO MOBILITY in Plainfield, Indiana 46168 (the return address on the package)  Someone else did say that Fitbit is trying to get us to upgrade and spend more money.  If so, this isn't the way to do it.

I would like to say that support (my last contact was Erika) has been wonderful and is sending me my 5th charge 2 replacement.  I have gone through all of the support activities every time and have over 4 hours invested.  They only asked me to send one back.  When I sent it back, I Included a note with my name, email, telephone asking them to PLEASE inspect the unit and let me know what was wrong.  I also asked them to open the package of the replacement, check it to see if it can be recognized before sending it to me.  Obviously, nothing was done as I was not notified and the replacement did not get recognized in the Setup

This is obviously an issue that was somehow created by Fitbit and it will be up to them to create a fix and publish it to all of us.  It is very frustrating but I am retired and have the time.

Do the moderators  have the ability to contact Fitbit at a higher level then we can or even higher than normal support to get something done?

If anyone has received one that works since the beginning of December 2108 please post that they got it working and how!

Thanks  Vic

[e_nc]

The only thing I would disagree with, is Support being wonderful.  No matter how nice and apologetic they are, you're now on a 5th replacement and no resolution.  GOOD (we're past the point of possibly being GREAT) support would be, at this point, offering you a NEW tracker at no cost, since it's obvious that there's an issue with a good portion of the replacement units being sent out.  I'm a bit angry and annoyed that I had to hand over more money, after I couldn't get the 2nd replacement unit to work, for an issue that seems to be systemic to the replacement units. 

[e_nc]

Curious, but who'd your partner ring?  I never got an new device option without paying additional (which I ultimately did).

[e_nc]

The same app that connects to my original Charge 2 just fine? I don't buy it. They also tried to tell me that my Samsung Note 8 wasn't supported, initially.  It was only after I complained on Twitter that they relented.  

[VicDWarsawIN]

The "support being wonderful" comment was derived from their doing everything in their power to help me.  The original fitbit that is being replaced just passed the 1 year mark.  This issue started before the 1 year mark.  I was offered the 50% off at the fitbit store during my first visit and declined.  Now, being over 1 year, I was offered 25% off.  That didn't appeal because the issue correction is above the regular support level capabilities.  I believe they have done all the can in a good way and it is definitely a corporate issue.

Sometimes regular support's hands are tied and the supervision there doesn't push it higher.  

A few posts ago, it was said that it is an app issue.  I really don't buy that because my wife purchased a Versa and I her old charge 2 set up ok on my account.

From here, I have another that is suppose to be here on 1/7/19.  As I told the support rep, I don't have any good expectations for this unit but we will see when it gets here.

By the way, I'm almost 74 and never saw or heard "systemic" used that way.  I actually checked it out and learned something new.  Great job on the grammar thing.

[gab_tz]

I just shared what support told me in their last response after I told them I don't want a 3rd replacement as I don't see why it would be any different. They didn't offer a 3rd one and asked me to wait.

I don't think it's a app issue as well. Those devices are not detected at all and I believe it is a hardware issue with this batch - probably a faulty Bluetooth module that's not broadcasting, otherwise we should be able to see it as a bluetooth device. I don't see how an app update will manage to fix this but right now we have no choice but to wait for an official statement. Support have probably been instructed to tell this to users to buy some time.

Let's hope we hear something from them soon and that their solution won't come down to only offering discounts.

[Craigps26]

Mine did the exact same thing I got 3 different replacements and it didn’t pair with my iPhone X. Fitbit got an earful from me about this