Your Fitbit is communicating to another device

[Unhappy_surge]

I am having exactly the same issues with my surge.  It seems to be stuck each time I try to use bluetooth.  I have followed all the help links to no avail.  Lastly I have removed the app from my samsung 6 phone, also removed the from computer.  Trying to follow the process to add onto to my account but always sticks at the bluetooth stage....just locks and have also had messages with communicating to another device, despite everything been uninstalled.  So at present, I do not have fitbit on my mobile.  I have got my account on laptop.  Trying to add my surge (after removing it from my account) but it just locks after saying we found your surge!  eventually I got the four digits on my tracker, entered onto the computer....and from there it sticks....nothing else happens...my tracker goes back to display clock....I have followed these steps for the past two hours but to no avail....just going round in circles and not getting past this point....Help?  I have tried to follow all the help articles, contacted fitbit support, only to be advised that despite getting my tracker replaced 9 months ago because of a bubble on the strap, now I have problems with the bluetooth not working and they have told me it is not covered in warranty but they will happy offer me 25% discount if I buy another product?  Really?  Why would I want to have another product if this is what has happened in the past.....  so not happy, and want to escalate this up the chain, but keep getting the same standard emails back from fitbit with no resolution!!!!  

Moderator edit: Word choice.

[Rich_Laue]

Removing the app from the phone or computer does not remove the tracker from your account and there I no need to setup the Charge 2. 

The charge 2 might be comunicationg with the Samsung, and the easiest and correct thing to do is turn the Bluetooth off in the Samsung. 

As for the computer, it is very unlikely Tyra the tracker is communicating with it. 

You say that you removed the app from the Samsung, but have removed the Charge 2 from the Samsung? 

This is done by telling your Samsung's Bluetooth to forget the Charge 2. 

As for setting the charge 2 up, there school be no reason to do this. When a tracker is not syncing the worst thing someone can do is yell Fitbit that they do not want to use the tracker. 

Let's go to the help docs. 

How do I set up my Fitbit device?

Why can't I set up my Fitbit device?

And since we still need to fix the sync issue before we will be able to setup the tracker. 

Why won't my Fitbit device sync?

[Unhappy_surge]

I have a surge! I have turned bluetooth off and followed all help articles to no avail. Simple new instructions that I havent already tried would help! So to confirm. Have removed surge from account. Have no longer got fitbit on mobile. Have fitbit account on laptop windows 10. I also have a dongle which I've tried setting up both with or without using.dongle. and also tried doing without dongle using cable with tracker for set up. Each time I get same problem. I have tried to get this sorted fir weeks now!

[Rich_Laue]

Sorry @Unhappy_surge posting in the Charge 2 forum implies that you have a Charge 2. 

In any case the process is the same. 

There probably are more steps that can be tried, like clearing the phones cache, clearing the app data, logging out of the app. 

The Surge was able to be setup by connecting the cable to the pc. I don't know if this option has been removed from the later app versions. 

[Unhappy_surge]

Thanks have tried all this but to no avail....surge tracker just goes from bluetooth on (not able to display pairing), to fitbit sign.  Have tried all the suggestions from the help articles.... and what you suggested about clearing caches etc.

[Unhappy_surge]

I have also tried uninstalling and removing tracker, and trying from scratch but to no avail. both on laptop, doing the same for samsung phone etc. clearing caches...but when I go to use bluetooth each time on surge tracker, it doesnt show pairing, just that bluetooth is on....then after a sec or two it will go to fitbit toggle sign...stays there for a few mins then goes back to clock display which incidentally is not able to be updated to correct time due to probs with bluetooth sticking....  this has been an ongoing problem for numerous weeks, and despite trying all the trouble shooting articles, step by step.....still not working?

[Rich_Laue]

Are you trying to pair the Surge to your phone so that you may control the phones music player from your wrist? This is the only reason for the Bluetooth opption on the surge. 

Or maybe I should ask what is it that is not happening? Let's forget about the Bluetooth at this time. 

Also what type of phone do you have?