Surge will not connect to app

[BadBuster]

Received a replacement surge due to damage from rain and sweat while running.  Great customer service on replacement, disappointed in quality.  Removed damaged device from android fitbit app.  Phone's software updated during this transition. Phone is currently running version 6.0.1 on a Samsung galaxy J36.  

Here is the issue, while attempting to set up new device and pair new surge, following the set-up steps in the app, on the 3rd screen I get to "Power on your Surge" and it says “We found your Surge!” It never gives me the 4 digit code on the watch to type in the app. The surge says “Configuration fitbit.com/setup".   The app then defaults to a screen saying “Not working?” with 3 possible issues.  None of which are the issue.  (Other tracker to close (NO), new surge is near (YES), Surge needs to charge (It is)  )

The troubling thing is I can’t pair my old surge. Any ideas? Things I have already tried, in no particular order.

1. Removed the app and reinstalled.
2. Turned blue tooth off and on.
3. Phone off and on.
4. Surge off and on.
5. Logged in on PC to make sure all apps are disconnected and reconnected.
6. Cleared cache off phone.
7. And most everything else on the Fitbit community suggestion board.

[YojanaFitbit · Accepted solution]

Nice to see that you're digging into the Forums @BadBuster, let me give you a warm welcome to our Community. 

Thanks for taking the time and try all those steps, you did a great job looking for suggestions. It's great to know that you received your replacement! I'd like to mention that this specific model or the Samsung family is not in the list of compatible devices with Fitbit. That means that you have the option download the Fitbit App, but Fitbit can not assure that all the features will work flawless even when the phones sometimes are able to connect, because the device is not totally compatible. 

In case that you have any other compatible device or a PC  or laptop you will have the option to pair your Fitbit tracker! If you have the Wireless Dongle I recommend using the Fitbit Connect program. After the initial set up you can try again with your phone to see if it's able to connect. Remember to restart your Surge before trying again.

Give it a shot and let me know if that works!