Inspire HR won't pair with Bluetooth but still syncs?

[julezie]

My phone is an Android, a Samsung Galaxy S+ and my Fitbit is an Inspire HR.

So I've had my fitbit for a couple of weeks now, and it was working fine. I was having issues syncing it today and after trying a few things (restarting phone, turning things on and off, etc), I restarted my Bluetooth and eventually unpaired it from my Bluetooth. It started syncing again- for example, it hasn't been paired to my Bluetooth for 6 hours but my heart rate information is synced to the last time I wore it. I have tried restarting my fitbit and everything again but it still won't pair.

Can the Inspire HR sync without being connected to Bluetooth? Or is it paired by my phone is just being weird and not showing me that it is connected? 

Any insight into this would be greatly appreciated!

[AlvaroFitbit]

@julezie I hope you're doing well!

Let me help you with you inquiry about bluetooth connection between your phone and your tracker. The bluetooth connection is handled by the Fitbit app, this is why the setup is done via the app not via the bluetooth settings. You don't need to worry if you don't see your tracker on your bluetooth settings as long as it is syncing correctly.

Let me know how it goes.

[mskeeley]

What? Then how do you get it to pair with the app when it stops "finding" the device? 

[AlvaroFitbit]

@mskeeley I hope you're doing well!

Let me help you with this. If you are having issues pairing your device then you can try the following:

1. Go to your phone's bluetooth settings and remove all devices listed there.
2. Restart your phone and restart your device. 
3. Check that no battery saving app/feature on your phone is affecting your Fitbit app.
4. Also, on an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. 
5. You can find troubleshooting instructions here.

Let me know how it goes.

[mskeeley]

Thanks for the steps, AlvaroFitbit. Unfortunately, even after trying these steps I cannot get the device to pair with my phone. Every time I want it to sync with the app, I have to plug it into the charger and hold the button for 10 seconds. I updated the app yesterday and there don't appear to be any firmware updates available either. Bummer. I liked this tracker a lot.

[AlvaroFitbit]

@mskeeley thank you for the update.

Since the issue persists I have created a ticket so our Support team can further assist you via email.

Let me know how it goes.

[LVentura]

Hi, I am having similar issues connecting; my fitbit has been unable to sync to the app since Jan 4. I have restarted my phone (ios), restarted my device, disconnected it from bluetooth, etc. My device will appear as "connected" under the bluetooth settings in my phone but when I attempt to setup the device again in the fitbit app it is unable to connect. I can enter the 4 digit code that appears on my watch, but it will then say "connecting to fitbit" until my watch vibrates and shows an X. Please advise.

[AlvaroFitbit]

@LVentura It's good that the community is growing! 

Thank you for troubleshooting this issue. I noticed that you already have a ticket with Support so keep working with them to find a solution.

Keep me posted.

[LVentura]

After attempting to restart my phone and watch with no resolution of the issue, what ultimately ended up working was going into settings on my watch, and clearing the user data. After clearing the user data, I went through the steps of connecting my watch to my phone and had no further trouble. The Fitbit representative who helped me over the phone was great! 

[AlvaroFitbit]

@LVentura thank you for your reply.

Really happy to hear that our Support team was able to help you and thank you for sharing what you did to correct this issue as this may help other members in the same situation.

Happy stepping and stay safe!