Replacement Surge won't sync with app but OK on web

[SunsetRunner]

Hi.

I received a new surge as I had a warranty replacement. I've set it all up online ok using my laptop; my new surge has synced ok and taken on the data / steps logged by my old surge earlier in the day.

However I can't get my new surge to sync with the app on my phone, which is what I use most. I use a windows phone app. It worked fine before I swapped the surges over.
I've tried going through settings; set up a new device within the app but it just tells me to set up on the website, which I've already done.

Anyone had a similar issue and found a solution?

Thanks.

[Jamo200]

Hi
I have exactly the same problem as you, I've tried logging off and on again, switching the Bluetooth off and on switching the surge off and on but no joy it will not sync however it syncs with my tablet when I get home after a run no problem at all. Like you i need to sync to my phone as that's what I have with me all the time. Confused.com!!!!! Come on fitbit what's going on.

[Fubu]

I have the same problem.. my surge was syncing fine with my note 5 but since 10 days it stopped syncing completely and the app keeps telling me that tracker isn't found. I tried all the stuff mentioned above but with no luck at all.

[Jamo200]

Hi Fubu
Try this it's worked for me, make sure that the time on the fitbit matches
the time on your phone or tablet it only needs to be out by about 20
seconds or more to cause the problem. What I done was remove the battery on
my Samsung Galaxy for about 10mins and the time synced perfect when I
refitted the battery. Hope this helps and works for you. Good luck Jamo200.

[AlvaroFitbit]

@SunsetRunner @Fubu @Jamo200 Welcome to our Community! 

@SunsetRunner @Fubu Try restarting your tracker's by doing the following:

1.- Press and hold the Home and Select buttons (left and bottom right) on your Fitbit Surge for 10 to 15 seconds, until you see the screen flash or start to dim.
2.- Let go of the buttons.
3.- After your screen turns completely off, wait 10 seconds and press the Home button to turn your Surge back on.

After this retry the setup process on Android, on Windows phone your tracker should sync automatically. Also go to your bluetooth settings on your phone and forget the tracker from there. If the issue persist then restart your phone and retry.

@Jamo200 Thank you for sharing your solution to this issue.

Let me know how it goes!