Unable to link phone and computer with Surge.

[Chinnie]

My Surge stopped syncing with my computer so I removed my device and reinstalled on my phone (android) and my computer. Now I can only add my device to either my phone or my computer, but not to both. I have been trying to do this for 3 days now and have followed the instructions online as best I can but I about to throw my surge in the bin. Please can anyone give me an idiots step by step guide how to set everything back up to how it was before, syncing phone and computer together Thanks Jo

[YojanaFitbit]

How you doing my friend @Chinnie? Welcome! Thanks for the details. 

Well, first thing that we need to check is compatibility, which devices are you using to sync? You can check our list of compatible devices to double check! Good to know that you were able to sync with two devices. When your phone syncs with your Surge, they bond for call and text notifications; we've noticed that it might interfere when you try to connect with other devices if the phone is around! 

In case that you want to sync with a different device, like your computer; it's best to access to the Bluetooth option on the phone and forget the device from there, after this it should sync just find with your computer.  In some cases turning off the Bluetooth helps too. Please note that if you disconnect completely your Surge from the phone call and text notifications will be turn off. I personally, don't think it is necessary to sync with other device since you take the phone with you everywhere, but it'd be up to you! 

I'll be waiting for your response! 

[Chinnie]

I seem to have created a second profile today which allows me to pair device but doesn't actually match the one I have on my phone. The profile that matches my phone and is my original one says "No Device Paired" to the right of the date and I have been through everything and can't find anything that asks me to add device. It all worked fine until last Friday and just stopped syncing with my computer. At the time I found something that said "Remove Device" which I did but now there is nothing on my dashboard on the computer that says "Add Device". Am I missing something really simple?

[Julia_G]

Hi, @Chinnie, it sounds to me as if you might have created two Fitbit accounts, using two different email addresses.  If your Surge is paired to your phone, and you log in to your computer using the same email address it should show that your Surge is set up on your account.

I would log out of your Fitbit app on your phone and your computer.  Then log in on your phone.  Is your Surge there?

If your Surge is showing on your phone app, then log in on your computer using the same email address you used a moment ago on your phone.  Your Surge should be there, too.  

If I have misunderstood, please post again with as much information as you can offer about phone and computer, and even screen shots, if possible...

I am sure we can solve this!

[chinniepea]

Hi Julie_G,

Thank you for your reply. I have now managed to sync both my phone and computer but it is with an old account and e-mail so I have lost all my data. Not at all sure why the other e-mail and password (which works fine on both the phone and computer) will not allow me to pair with my phone, but at least I am up and running again. Thank you so much Julie_G, I can now go on with life without stressing over my fitbit surge 🙂

[YojanaFitbit]

Hey there @chinniepea thanks for the feedback! As always @Julia_G you've done a great job here! 

If you're interested in getting back your old data, I'd suggest to log in into your first Fitbit Account using the first email address that you remember it was connecting with your Surge, all your previous data is that Account; so you have a good chance to get it back. You can follow these steps to get your previous Account:

1. In your phone, open the Fitbit App and log out from that Fitbit Account.
2. Once you're logged out, enter first email address and password that you remember you used the first time that you connect your Fitbit Surge. (if you don't remember your password, hit reset password) 
3. When you finish to log in into that Account, check the information to confirm is the old one. If so, let's proceed to pair your Surge back this one. Tap on the option "Account" > Set up a device and finish the setup instructions.  Once you're done you will have your past data and the recent one too.

If you're having issues switching into a different Account, you can contact our Support Group to do it step by step and they can delete the second Account you created yesterday too. Please note that once you're done with your phone, you need to log out from the Fitbit Account in your computer; so you can later on log in into the correct one. It sound like a riddle but is not that difficult.

Good luck with Account, I'll be around! 

[georgey]

How to sync Surge with iphone

[YojanaFitbit]

 A warm welcome to our new friend, I'm happy to see you here in the Forums @georgey!  

Sometimes it is just the Bluetooth that is getting stuck while syncing, so force quite the Fitbit App and reboot Bluetooth too. Force Sync is done by going to Fitbit App > Tap on Account (upper right corner) > Surge > Sync Now.  You can try to restart your Surge  and phone too.

If you're having syncing issues with your Surge follow the next steps to fix it:

1. Force quite the App and turn off your phone
2. Open Fitbit App, go to Account (upper right corner) > Delete Fitbit Surge from the Account
3. Open the Bluetooth Setting on your phone and delete Fitbit Surge from there too
4. Reboot Bletooth to make sure Surge is not there
5. Restart your Surge  a couple of times and Access back to Fitbit App > Account to set up your Fitbit Surge back
6. Turn on notifications

Good luck, I'll be around!