Versa 2 won't connect to my phone's Bluetooth

[CharlotteCoffey]

I have just got a replacement watch, it syncs through the app. If I try and pair it as a bluetooth device it says "an app is needed to use this device". It is also not counting all my steps.

I have tried rebooting my phone and watch, forgetting devices, clearing cache and checking all permissions are allowed. Nothing seems to work 

Moderator Edit: Clarified subject

[Guy_]

If its syncs through the Fitbit App, as it should, its working, nothing else needs be done.

[Guy_]

However, if you did something else to break that, try forgetting the entry in Bluetooth and then adding it as a new device in the App.

[MarreFitbit · Accepted solution]

Hi there @CharlotteCoffey, welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. 

Before anything else, I'd like you to make sure that the mobile phone you're using is included here Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

In addition to the steps you've tried, please try the following in the order described:

• Turn off all notifications.
• Restart the phone once again.
• Once the phone reboots, turn off Bluetooth for 10 seconds and turn it back on.
• Go back to the Fitbit app and turn on all notifications
• Then go to your watch and swipe down to get to settings. Make sure that Do Not Disturb and sleep mode are turned off.
• Then go back to the app and sync.
• After the sync send a text message as a test. 
• Check if the "an app is needed to use this device" is still popping up.