compatability?

[courtneypratt21]

We ended up switching phone carriers. I went from having a samsung mini galxay 3 to a Samsung Grand Prime. I downloaded the fitbit app but couldn't get my fitbit surge to connect to my phone. After many phone calls I was told they weren't compatible. ( Nothing on the box says anything about compatibility ) It was a gift from my husband and he didn't keep the recipets. So now i have a fitbit I cant even use and I loved my fitbit when I was able to use it. Does anyone have suggestions on ways I might be able to use my fitbit surge.

Moderator edit: Format

[SteveH]

Do you have access to a computer that you can use to setup and sync your Surge? Or do you perhaps have a tablet that could be used?

I don't have my Surge box anymore but I just checked the box for my Charge 2 and it does refer me to www.fitbit.com/devices for compatibility checking. Is this not shown on the Surge box?

[courtneypratt21]

Will it work on a regular laptop? i have my box still and it says nothing about compatibility. Even on the directions.

[SteveH]

A regular laptop should be fine although there are a couple of restrictions and you may or may not need the wireless dongle that came with your Surge. This help file explains more:

https://help.fitbit.com/articles/en_US/Help_article/1873/

Let us know if you get stuck.

[SteveH]

Still confused by the lack of notification on the packaging. Does it not show this on your packaging:

[SunsetRunner]

Samsung Grand Prime is Androïd (4.4 at least) powered and has Bluetooth 4.0.

It must work, even without be listed for compatibility.

Fitbit cannot test all smartphones to add them in the compatibility list.

[courtneypratt21]

I will try again but it will not connect. when I called they said it wasnt compatible . It blew my mind. My other phone was older and this one is alittle newer. i thought it would definitely work. it let ke download the app and everything



Sent from my Sprint Phone.

[SunsetRunner]

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@courtneypratt21 wrote:
 when I called they said it wasnt compatible . 

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it's easier to say "not in our list, not compatible" instead of instructing the user how to.

of course, it can be really not compatible.

1) install the app

2) don't pair with the phone, but directly in the app.

3) if already paired with the phone, unpair it. stop the bluetooth on phone. power it off. power off the Fitbit.

4) power on the Fitbit and the phone, enable the bluetooth on phone.

5) pair in the app

[YojanaFitbit]

It's great to see you around guys @SunsetRunner @SteveH ! Welcome to the Forums @courtneypratt21! 

I'm happy to know that you love your Fitbit Surge, it was a lovely present from your husband. Please know that even when your phone is not in the list of compatible devices, you can follow the suggestions given by @SunsetRunner and @SteveH. You have the option to use a laptop or computer to set up your Fitbit Surge, check the instructions described by @HelenaFitbit in this marter post. (under the option Fibit Connect for Mac or PC)

Once it is connected in your Fitbit account, you might  try to sync it with your phone via Fitbit App, we've heard that after the initial setup, some users were able to connect with phones that new models but are not in the official list.

Hope it works. Keep me posted!