Surge pairing rejected

[NeilHayes]

Hi,

I have had a perfectly working Surge for a few months, but in the last week I have had pairing issues with my Samsung Galaxy 7. 

My phone recognizes the Surge but when I try to pair I get the message "Pairing rejected by Surge"

I've tried resetting the phone and the bluetooth function on the phone and restarting the Surge with no success.

Otherwise the unit is working well.

[YojanaFitbit]

Thanks for popping by the forums @NeilHayes! I would suggest to make sure that both, your phone and Fitbit App are up to date. Since this specific model of the Samsung family is not in the list of Supported Devices, we can not assure it will be connecting with Fitbit flawless. But a lot of users like you were able to connect it the first time, having syncing issues once in a while. So, let's check also this step and let's keep out finger crossed for a positive outcome.

Hopefully, it will be able to connect; but in case that it won't, you can try with any other compatible device or the computer before to get in touch with Fitbit Support. 

If you have any further questions, please let me know! 

[BDangBill]

I have a Galaxy note 3, and this happens frequently to me as well. Sometimes is as easy as putting the Surge in pairing mode on the blue tooth menu. I've alternated shutting down phone and fitbit with varying results. Recently I shut down the fitbit, set the phone's blue tooth to be visible to any devices, then set it to scan for new as I turned on the fitbit. Sometimes it seems you have to remove the device definition and add fresh.

[NeilHayes]

Thanks for your reply.

I have updated and reloaded everything without success.  The problem is that my phone is sating "unable to communicate with Surge". 

I've gone through the bluetooth pairing in the settings of my fitbit, also without success.

It's just strange that I have had no compatibility issues ever until a couple of days ago.

Should I contact customer support?

[BDangBill]

It can't hurt to contact support, but if there is any chance of return or exchange I would get a different model. My dad has tried two different surge fitbits, and had to return both for the same problem with pairing. While mine works, I still have to fight with it once every week or two, so expect I will eventually be in your position, at least with regard to my phone. I've never had a problem pairing to my work laptop, and after initial setup issues at home I haven't had issues there either. From other posts I've seen, it appears they just don't support android, or at least the Galaxy models.

[NeilHayes]

Thank you Bill and Yojana.

I think I have worked it out.  In the setting screen on the Surge I had the bluetooth classic function turned on.  I turned it off to try and reset and immediately had connection with my phone.

I've had no issues since.

Cheers

Neil

[YojanaFitbit]

It's great to see you around guys! Thanks a lot for your comments @BDangBill, it's important for us to have all troubleshooting steps from users. It might be helpful to other members that may be having the same issue. You can find here the Fitbit page to check compatibility with other devices. 

@NeilHayes I'm glad to know that you've worked it out! Feel free to come back in case you have any other issue. 

Happy stepping! 

[SunsetRunner]

Re: bluetooth classic - Thats totally coincidental - mine has been off all along.

[YojanaFitbit]

I've noticed you are new around @SunsetRunner, so let me give you a warm welcome to our Community. 

Can you please give more details of what is the issue you're having? Are you also using a Samsung model? I'll appreciate more information to give a proper response.

I'll be around! 

[SunsetRunner]

txs but not necessary. Sent orig Surge back at about 10 months - absolutely refused to sync - didn’t fix it but sent out another - that one lasted 7-8 mos - wrapping on wrist began to buckle 1st one side then the other - also became unreliable syncing - then touch screen began not to respond - so couldn’t even get to menus eg for shutdown etc. Finally the on the second one, the wrist band fell off, surprisingly then it began to sync so I removed the other band and carried the piece around in my pocket to record and sync and wore the 1st on on my wrist instead of a $25 timex - finally misplaced the broken one and am now using the 1st one as a general watch - have kept in touch with various internet discussions incase someone came up w a solution. The one proposed that I responded to is useless and was pure luck. The response from the moderator also indicated no knowledge of the issue and was simply a pat on the shoulder - “glad to hear it’s fixed comment.”
All the things that went wrong wi these watches are clearly described throughout the internet. There has been no quality control and the offer as was given to me to purchase another for 20% off with no assurance of better quality was ridiculous. Better to spend slightly more and go with a company that stands by it product like Apple which is what I will do when I can swing it.

Paul

Moderator edit: Removed personal information