Device is locked and cannot be paired

[Est9918]

Hi everyone, 

I have a device that is locked and cannot be paired. Called and messaged Fitbit multiple times and I was told that someone from their "escalation team" will reach out to me via email. If you had this issue, how long did you wait for someone to contact you? Also. How did you get it resolved? 

Thank you

[sashasimone]

Hi,

Thanks for reaching out. I understand how frustrating this can be. In the meantime, you can try these steps:

1. Restart your Fitbit: Hold down the button until the logo appears.
2. Check for updates: Ensure both your Fitbit and app are updated.
3. Factory reset: Follow your device’s reset instructions.
4. Reinstall the app: Uninstall and reinstall the Fitbit app.
5. Clear Bluetooth cache: Forget the device in Bluetooth settings and try pairing again.

If you still need help, reply here.

Best,
Sasha 

[Est9918]

Hi Sasha,

I have all these steps and I still cannot pair my watch. I just need to know how long do I need to wait for someone to email me and what is the solution. 

[sashasimone]

Since you’ve tried the troubleshooting steps and still can’t pair your watch, the best thing to do now is wait for the escalation team to contact you, which should be within one or two days. In the meantime, double-check your spam/junk email folders for their response. If you don’t hear back within this timeframe, consider reaching out to Fitbit support again for an update.

[Zze]

Don't bother waiting any longer, they won't bother contacting you.

Go to this link and type in 'warranty return' - Your device is faulty/not fit for purpose.

https://support.google.com/fitbit/gethelp?hl=en

[Est9918]

It has been 4 days and no one has contacted me. Perhaps google needs to take some classes on how to treat customers and solve problems from Amazon. Did you get your watch replace? 

[Zze]

Yes, mine was replaced under warranty as it was only 11 months old.

[sashasimone]

Hi there

I understand how frustrating it can be dealing with a locked device. When I had a similar issue with Fitbit, it took about 3-5 days for the escalation team to contact me via email. They usually ask for some details about your device and the problem you're facing.

In my case, I provided the requested information and followed their instructions, which eventually resolved the issue. I recommend keeping an eye on your spam folder just in case their email gets filtered.

If you don’t hear back soon, consider reaching out again to check on the status. Hope you get it sorted out quickly dear.

Best of luck ❤️

[KailaP]

What were the steps to resolving the issue?! I’m desperate!!!!

[Est9918]

They are going to ask you some questions such as when and where the watch was purchased to verify that you are the owner of the watch. Once they complete the investigation then they will be able to unlock it from their end. In my case, it took them almost two week to unlock my watch.

[KailaP]

UGH. That is so frustrating. And in the meantime you couldn’t use the app at all??

[Est9918]

I could not connect my watch to app so my data did not sync.