Won't sync or pair

[Naomio]

My Surge has not synced with my phone for 24 hours. I've tried all the restarts, rebooting, unpairing etc. Now my phone can't even find the surge when I scan for it. Help me please!!

[MariamV]

@Naomio thanks for stopping by! Let's find a solution for the syncing issue your Surge is currently experiencing. Ok, I see you mentioned that you've tried restarting already, but let's give a shot one more time. Please restart your Surge 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.

Then, please verify that your Fitbit app has been updated to its latest version by following these easy steps:

1. Open the Google Play store on your device.
2. Tap the menu button.
3. Tap My Apps and choose the Fitbit app.
4. Then it will give you the option to tap Update if the app required an update; if you've updated already then it will say Open. If you want automatic updates in the future, check the Allow automatic updating box.

After that, please log out from your Fitbit app for Android and then force quit the app. Finally, log back in to the app and try setting up your Surge again by doing this:

1. Open the Fitbit app and select 'Dashboard'

2. Once you're on your mobile Dashboard tap on the Menu tile (the horizontal lines next to your Dashboard)

3. Tap Account and then the '+' sign located in the upper right corner of your screen

4. Select 'Add or replace Fitbit device' and select your Surge. After that all you'll have to do is follow the prompts! 

Please make sure that your Bluetooth is On while you're trying to set up your Surge. I really hope this helps. If you're still having trouble setting up your Surge, as an alternative, I recommend trying to set up your Surge using a computer. For more info on how to do it, please click here. Good luck and keep me posted with the outcome! 

[Naomio]

Hi
I tried all of this and it didn’t work. Amazon are going to send me a replacement watch.

Naomi 

Moderator edit: removed personal info

[MariamV]

@Naomio thanks for getting back to me! It's great to know that Amazon has sent you a replacement tracker. Let me know if you have further inquiries, I'll be around! 

[Jenifer7]

Thank you for the article, however, I can't even get my phone to pair with my Galaxy S7 Edge now. It was working fine for months and all of the sudden it has stopped. Android version up-to-date, followed all directions above (including restarting phone), removed all bluetooth pairs with other devices, location on, Surge still will not synch. Version 16.345.14 on Surge; if that is out-of-date, I have no way to update it (no laptop). Any suggestions?

[MariamV]

@Jenifer7 it's nice to see you around! Thanks for trying all troubleshooting steps possible here. Sounds like you've exhausted all troubleshooting possible. The best course of action would be contacting our Support Team for further assistance. They definitely have the proper tools to take a deeper look into your tracker's behavior. Mention them all the troubleshooting steps you've done so far to fix it. This shall help them to give you a quick follow up!