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Stopped pairing

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‎03-14-2019 21:45 - last edited on ‎09-08-2020 17:14 by Fitbit Moderator

‎03-14-2019 21:45 - last edited on ‎09-08-2020 17:14 by Fitbit Moderator

My charge 2 stopped pairing. Tried reboots etc. eventually chose ‘forget this device’ hoping it would find it again but didn’t work. Want to remove device from app and try from scratch but don’t want to lose all the data. 

Need to know if this will happen. Thanks 

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‎03-15-2019 01:26

‎03-15-2019 01:26

When you say you have tried reboots, do you mean both phone and fitbit?

 

If the fitbit is disconnected from your account then any unsynced data will be lost but everything that has previously synced will be on the fitbit servers and will be safe.

 

If you try to remove the fitbit from your account it will work but if you can't then re-add the fitbit then you are stuck. It is better to try adding the fitbit again. It will ask if you want to replace your existing fitbit. If the replacement works, great, but if it doesn't then you still have the fitbit connected and your unsynced data will still be there.

 

The restarts and the "forget" usually work for me - although it might be worth trying restarting the fitbit a few more times as it's known to not always work - so I can't suggest anything else other than to go through fitbit's troubleshooting guide at https://help.fitbit.com/articles/en_US/Help_article/1866/

 

As it says at the end of that, if you're still stuck after that then it's probably best to contact customer support.

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