replacement charge 2 not connecting to phone

[jordan131]

I have a replacement charge 2 and it won’t setup. I’ve looked at previous discussion boards and nothing has helped. I’ve tried restarting my phone, the replacement charge 2, making sure my other tracker was far away from the new tracker, tried setting it up on my computer (Windows 10), I’ve messed around with the Bluetooth and the app (deleting it and then reinstalling it), etc. Nothing has worked and I’m getting extremely frustrated about how complicated it is to replace a tracker!

[MarreFitbit]

Hey there @jordan131, welcome to the Fitbit Community! Thanks for already troubleshooting this setup issue, nice way to go!  

Which platform are you using to set up your new Charge 2? iOS or Android? Did you get any error message on your Windows 10 computer? 

I'd try on your phone, not on the Windows 10 computer, to go to the Bluetooth's settings on the phone and find if the Charge 2 (the old one) is sill paired. If it's, try the "Forget this device" option. Then, go to the Fitbit app and do the following:

1. From the Fitbit app dashboard, tap or click the Account icon.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

PS: The Fitbit app also has the option that says "Remove this Device", but I need you to hit the "Forget this Device" in the Bluetooth's settings from your phone only. 

Give this a shot and let me know if that works! 

[jordan131]

I’m using iOS and yes I received an error message on my computer. I just tried the steps you recommended and it did not work. My phone gets stuck on “connecting to Fitbit” and won’t connect to the new tracker.

[Caireen]

Following as I have this exact issue.

I've been sent a replacement Charge2.  I've followed all the steps. Done all the troubleshooting and nothing is working. I'm on IOS.

Here's what I've done:

Selected Replace this device in the app. Didn't work.

Moved the other tracker to the other side of the house. Tired again.

Removed it from my Bluetooth. Tried again. 

Ensured my IOS is up to date. Tried again.

Restarted the replacement Charge 2 three times in a row. Tried again.

Turned my Bluetooth on and off several times. Tried again and again and again.

Uninstalled and Reinstalled the App. Tried again.

Removed my old device from the App. Tried again 

Charged the replacement tracker even though it was turning on fine. Tried again.

Rebooted my phone several times.  Tried again and again .

I'm really frustrated.  I've contacted customer services after doing all this and have just been advised with the same old troubleshooting tips. 

[arunverma]

I have the same issue. Are there any official fixes for this from the Fitbit team, apart from the same standard troubleshooting that are suggested in this thread? 

[gab_tz]

No, no fixes from them.

Here's a big discussion on the matter: https://community.fitbit.com/t5/Charge-2/Replacement-Charge-2-won-t-pair/td-p/3099633/jump-to/first-...