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Brand New Fitbit Charge 3 Setup Failure

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‎11-16-2019 09:58 - edited ‎11-16-2019 09:58

‎11-16-2019 09:58 - edited ‎11-16-2019 09:58

Bought a brand new fitbit charge 3, started setting up, able to connect to bluetooth and pair it on fitbit app on iphone 8 initially. It then starts downloading some firmware, and proceeds to install and stuck at 75-80% of progress for more than 3-4 hours. Tried restarting the charge 3, and upon seeing the smiley face on the charge 3, the phone occasionally detects the charge 3 and asked for entry of 4digit number to pair, and everytime this happens, the charge 3 turned to blank display. As such, I cannot see any 4digits number to key in. I restarted the charge 3 more than 10 times, to the smiley face, and got into the same blank screen, the moment the fitbit app on iphone, asked me for 4 digit number to pair. It is getting increasingly frustrating, as this is a brand new device that i bought with high hopes and expectations. Please let me know where i can get this changed and replaced, thanks. 

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‎11-17-2019 11:33

‎11-17-2019 11:33

Hi @AudH. Welcome to the Community Forums.

 

Thanks for sharing detailed information about your Charge 3's behavior and the steps tried to get it connected. I understand how you're feeling as your tracker should be working well out of the box, and I'm sorry that this isn't the case. I was checking your information with our Support team and apparently they already took your case under their wings. Please keep an eye on your inbox, you'll get some information about your case.

 

Hope to see you around.

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