Loading Surge configuration onto mobile device

[bsthomas]

I am trying to set up my new surge. I have a one already. None of my mobile devices will load the appropriate set up program. THe device (both my IPhone and IPad) say "loading" for 10 minutes or more. Is something wrong with the website?

[MarreFitbit]

It's nice to see you around the Community @bsthomas ! In order to add your Surge to your existing account, are you doing the following:?

1. From the Fitbit app dashboard, tap the Account tab.
2. Tap Set Up a Device.
3. Choose your tracker and follow the onscreen instructions to continue.

Also, please make sure that your Fitbit app is up-to-date.

Let me know if this works! 

[Clyffe]

Having the same problem with new Surge adding to existing account on Iphone - gets to "load" stage and just spins and freezes the app. Would setting up on computer via dongle solve problem? I only use the phone app to follow all my STATS (have the Charge now and never had an issue with the app synching or recording data)

[CrossFitGirl]

I'm having the same problem with my Surge. Have Windows 10 on laptop and it says I cannot configure the Surge on Windows 10. So trying to do on my iPhone 6s but it just keeps "loading" and nothing happening. Not happy!!

I have a FitBit Flex on this account already (2.5yrs old) and would have been installed using Windows 8.1. Could that cause a problem with configuring the Surge? 

I only bought this last night and was planning on using it tonight during my gym session but that's not going to happen now. Any help would be greatly appreciated.

[MarreFitbit]

Thanks for stopping by guys @CrossFitGirl @Clyffe, how you doing? 

Well @Clyffe, if you're adding a second device on your currently Fitbit account, do the following:

1. From the Fitbit app dashboard, tap the Account tab.
2. Tap Set Up a Device.
3. Choose your tracker and follow the onscreen instructions to continue.

Keep in mind that it's not possible to do the one-time setup of a Fitbit Surge with the Fitbit app for Windows, but after setting up with another app or our Fitbit Connect software you can use the Windows app to sync your tracker, use your dashboard, and take advantage of all app features. To get started:

1. Follow the instructions in How do I set up my tracker? You'll need a compatible iOS or Android mobile device or a computer.
2. Now that you've created an account and connected your tracker, install the Fitbit app for Windows 10 on your Windows Phone, tablet, or PC.
3. When the app is installed, log in to the account you created when setting up your tracker.

Hope this info helps!

[CrossFitGirl]

Thanks but I've tried to add the Surge as a 2nd device via iPhone 6s (laptop has Windows 10) and it just keeps saying it's loading.

I noticed in the video tutorial, when you select Surge on the iPhone to add device, it should come up with a full screen pic of one before it loads. I got no pic and it said it was loading but after 10-15min and nothing, i gave up.

I've tried numerous times and no luck.

I only bought it 36hrs ago and still can't use it!

Help greatly appreciated otherwise I'm returning it, dissatisfied.

Karen

Sent from my iPhone

[MarreFitbit]

Hmmm...very strange @CrossFitGirl. I'd recommend getting in touch with Customer Support directly so they can do a deeper investigation and see where the issue is coming from.

Don't forget to mention the steps you've done so far to avoid getting the same ones. 

Let me know the good news!

[CrossFitGirl]

Thanks. They've been contacted so fingers crossed i can get this sorted as i was looking forward to using it.

Thanks

Sent from my iPhone

[MarreFitbit]

Great @CrossFitGirl , don't lose the hope my friend.

Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community, so you can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

Happy stepping!

[CrossFitGirl]

Still no luck at all. Customer support basically said the same things. I've tried everything I can, including re-booting phone a few times, making sure everything is up to date, standing on my head and yodelling!!

This is truly crazy and frustrating beyond belief.

[SantiR]

@CrossFitGirl I hope you're doing well! Sorry to hear that. Did they give you any other solutions? Are you still under the warranty? Make sure you have checked your warranty and report the issue to customer support again to see if they are able to assist further.

Keep me posted! 

[CrossFitGirl]

Hi there,

Yes, it was still under warranty - I only bought it last Sunday!!! I tried for 4 days to try and get it to set-up and no luck. So Thursday night I took it back to the retailer and they replaced it. Again, the second one would not set-up either!

I did everything I could. I took all the instructions, followed the on-line tutorials, read all the webpages on FitBit telling me what to do, spoke to you guys here, contacted Customer Support, etc etc. I checked and double-checked everything, including charging it overnight to make sure it was at full capacity.

My laptop has Windows 10, so I tried it on my brand new iPhone 6s and still no luck! Even a MacBook Pro didn't help. As you can imagine, I was tearing my hair out trying to work out what the heck was going wrong. To be honest, the replacement Surge seemed to be even worse with trying to set-up because when you go to add device on the iPhone, the video tutorial shows that a picture of the Surge should show up on the screen. Nope, didn't even get that.

So today, finally peeved off to the max, I returned to the store and finally got the problem sorted...I handed it back over and got myself a refund!!! Even the store guy tried to set-it up and had no luck. I figured if I was having this much trouble trying to set it up, then I wasn't keen on what problems I could have experienced with it later.

To be honest, the whole annoying experience left a sour taste in my mouth and I will not be buying FitBit again. I'm so disappointed. I was so excited about getting a new device. I wanted to upgrade my current Flex as it's 2.5yrs old and I'm increasing my fitness regime to lose weight and get healthy but my next purchase won't be TomTom, I'm afraid.

Thanks anyway.

K

[bkvwalker]

Having same problem when trying to add it just stays in "loading" 

[Clyffe]

I've discovered it works fine if first set up on a computer. It then synchs
fine with phone app from that point on. But I was never able to use the
Moble app to set it up ( or the Blaze, which I also have). If you don't
have a computer, not sure what will work. Good luck!

--

Moderator edit: personal info removed.

[Chris1963]

I was setting an Alta account up for a friend yesterday and exactly the same happened using the Windows app on Windows 10 laptop. The notification said it would take about 10 minutes, 20 later it was still "loading"....gave up.

[CrossFitGirl]

I had so many problems, i ended up taking it back and getting a refund! I won't be buying one again.

It may work fine setting it up on a computer but it won't work on Windows 10, hence i had to use the mobile (where it still never worked).

I no longer own it and am still using my 2.5yr old Flex. It was probably a blessing in disguise because i wanted it for my new gym schedule but I've hurt my back and not been in gym for 3-4 weeks.

I'm now looking at getting a TomTom watch.