Stuck on pair your tracker

[tiggy]

I am trying to sync my Charge 2 to my phone. I've tried reinstalling, rebooting phone and tracker but I still get stuck on the following step. I go to add a new device, it goes through the normal flow, looks for my Charge 2, finds it, asks for a code. My Charge 2 vibes, displays a 4-digit code. I enter the code on my phone and.... nothing. It stays on this screen with the code and the message "Connecting".  After a while a screen pops up that says "not working?" try these steps.

I tried those steps (several times after rebooting, reinstalling) and - nothing! Not sure what to do from here, please help!

[AndreaFitbit]

Welcome to the Fitbit Community @tiggy! I´ll be glad to assist you with your pairing your Charge 2 inquiry. Thank you for mentioning the steps you have followed in order to complete this action.

Have you tried to pair your tracker with a different device? Which device are you using to set up your tracker?

I´ll be waiting for your response. 

[tiggy]

Yes - I have tried pairing it with my iPad pro and it did not work. I am trying to pair it to my phone, a Nokia 6 I think.

[AndreaFitbit]

Thank you for getting back to us and for letting us know that you have tried to pair your device with your iPad Pro too @tiggy.

I went ahead and created a case on your behalf and a customer representative will contact you soon. Please check your email.

Let me know how it goes. 

[alexis.chu]

Hello, I have exactly the same problem with my Charge2. My phone is a Motorola Moto G7 Play. I tried all recommended steps, to no avail. I'd love to know what's causing the issue. Thank you!

[AndreaFitbit]

Welcome to the Fitbit Community @alexis.chu! I'll be glad to assist you with your setup inquiry. Thank you for sharing your phone's model. 

This device isn't included in the compatible devices. Fitbit is compatible with more than 200 of the most popular Android, iOS and Windows mobile devices. The full list of compatible devices with confirmed compatibility can be found at fitbit.com/devices. If a device isn’t listed it doesn’t mean it won’t work with a Fitbit tracker or smartwatch. We routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit App, and are constantly working to confirm compatibility with new phone models. A majority of Android phones running version 4.4 or higher will work with our products, however we cannot guarantee optimal performance on devices for which we have not tested and confirmed compatibility.

You can try steps from help article Why can't I set up my Fitbit device? or with another compatible device.

Please let me know if you need further assistance. 

[alexis.chu]

Thanks Andrea, I managed to sync it on my wife's phone, and it now works on
mine too.

[AndreaFitbit]

Thanks for getting back to us @alexis.chu! I'm glad to hear you were able to sync your Charge 2 with your wife's phone and that you're back on track. 

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Please let me know if you need further assistance and keep on visiting the forums. 

[joofs]

Hi ive been trying to syn my Charge 2 to my computer for the last few days and seem to be having the same problem.  Computer is HP and has Windows 10 but getting same message something when wrong.  Have tried restarting charge, been searching for help on here but all seems to be syncing with phones, please help

[RicardoFitbit]

Welcome aboard @joofs! Let me help you out with your setup concern.

First, I'd like to appreciate your effort and time troubleshooting this matter prior posting. Just to confirm and because you already tried some steps, if you haven't already done so I recommend you to attempt the steps from this help article, steps that are described below:

• You installed the Fitbit app for Windows as described in How do I set up my Fitbit device?
• The operating system on your computer is up to date. To see if an update is waiting to be installed, go to Start > Settings > Update & security.
• The Bluetooth setting at Start > Settings > Bluetooth is on. If you can't find the setting and you're not sure whether your computer supports Bluetooth, follow the steps in this blog post to verify Bluetooth capability. 

I'll be looking to your reply if you need further assistance 👀

[Bucs9955]

I’m having the same problem with mi IPhone as well. Seems like an issue with the latest version of the Fitbit software. 

Im having all of the same pairing issues

[SunsetRunner]

I also stucked in pairing my fitbit charge 2 and have tried everything i am pairing with the Nokia 5 and OS 9

It have worked upto the beginning of march 2019 after that it didnot sync anymore

[RicardoFitbit]

Hello! Welcome aboard @Bucs9955 and @SunsetRunner, I'm glad to give you a hand with this situation.

@Bucs9955 Prior providing some troubleshooting steps to resolve your setup concern with your iOS mobile device, I'd like to confirm if you already tried the steps from the help article that was on my previous post. If so, please let me know so I can continue helping you out. 

@SunsetRunner Let me share with you that the Nokia 9 is not in our list of supported mobile devices but this doesn’t prevent you from syncing as you can always sync using a computer by download Fitbit Connect. To do so, click in the pink banner located at the bottom of the screen, once the download is complete click on the file and follow the instructions to complete the installation of this software. You can refer to this post which explains how to download our Fitbit app in your computer as an alternative syncing option. Also, can you please give me more details about the OS 9? 

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

[SunsetRunner]

Ricardo,
Thanks for your quick answer.
I have downloaded the app for windows 10 in my HP pavilion.
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Then I started setup my Charge 2. Then I got the message “there is a problem in pairing your tracker”
I checked all mentioned steps, but no result. My tracker was not found by the computer and also the four digits did not appear on the tracker.
I turned off the bluetooth on my computer.

I started my Nokia 5 , the app and the setup. I typed the four digits from my Charge 2. After a time the message came “there is a problem in pairing”
The Nokia 5 model TA- 1024 works under Android version 9.

[RicardoFitbit · Accepted solution]

Welcome back @SunsetRunner thanks for your reply and update. My apologies for the delayed response.

First, let me appreciate your time and efforts troubleshooting your Charge 2 device with me. Since your mobile device is not under our list of support devices, I'd like to move forward and provide assistance with the setup difficulties experienced with your Windows 10 app. Please take in consideration the following:

• You installed the Fitbit app for Windows as described in How do I set up my Fitbit device?
• The operating system on your computer is up to date. To see if an update is waiting to be installed, go to Start > Settings > Update & security.
• The Bluetooth setting at Start > Settings > Bluetooth is on. If you can't find the setting and you're not sure whether your computer supports Bluetooth, follow the steps in this blog post to verify Bluetooth capability. 

After taking the above in consideration, please attempt the following:

1. Turn your Fitbit device off and back on using the instructions in How do I restart my Fitbit device?
2. Try setting up your device again.
3. If you can't set up after the reboot, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your computer.

I'll be looking to your reply if you need anything else.