Can't set up my new Fitbit Alta HR

[Mamiwash]

I've had Fitbit Charge HR for almost two years, but started acting up lately. So I bought Fitbit Alta HR last week. I removed my old Charge HR from the Fitbit app on my iPad, and tried to set up my new Alta HR. But I can't see "Set up devices" icon on the Account page on my iPad any more. What should I do? Please help!

Thank you!

[MarcoGFitbit]

Hello @Mamiwash, have a warm welcome to the Fitbit Community, it's great to have you on board. 

At this moment I would like to ask you to check if your iPad model is supported in our list of compatible devices. If your iPad is compatible, please update the Fitbit app, as we have just released a new version, and check if the button is now available. 

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[Mamiwash]

Thank you so much for your reply. Yes, you were right. My iPad is too old.
My phone is kind of old, too. I'm going to buy a new phone soon, but in the
mean time, I downloaded the fitbit app on my laptop. (Windows 10 Home
15063.608)

I went to Account and Set up a device. I chose Fitbit Alta HR. My device is
powered on, but when I tap the screen, it still only shows "
www.fitbit.com/setup". Anyway, the app was searching the device to sync,
and after a while I got the warning message saying "An issue occurred while
pairing your tracker".

Now what should I do? (;^^)

Thank you in advance!

Mamiwash

[MarcoGFitbit]

Hello @Mamiwash, I hope you're doing well, thanks for taking the time to reply. 

I'm terribly sorry your iPad is not compatible with the Fitbit app, however a laptop with Windows 10 will work to set up your tracker. 

Please note that the [www.fibit.com/setup] message you're seeing on the screen of your Alta HR only indicates the tracker hasn't been set up. If your tracker is having difficulties setting up, please check the following:

• You installed the Fitbit app for Windows as described in How do I set up my Fitbit device?
• The operating system on your computer is up to date. To see if an update is waiting to be installed, go to Start > Settings > Update & security.
• The Bluetooth setting at Start > Settings > Bluetooth is on. If you can't find the setting and you're not sure whether your computer supports Bluetooth, follow the steps in this blog post to verify Bluetooth capability. 
• You don't have Fitbit Connect software installed. This software helps computers that don't have the Fitbit app for Windows 10 communicate with Fitbit devices, so if you or someone who uses the same computer had a Fitbit device in the past, it may still be installed. The quickest way to find out is to simply look for the Fitbit logo near the date and time on your computer screen. If you see the Fitbit icon it means the software is installed. Uninstall it using the same process you use to uninstall any program.

Additionally, I would like to recommend you to restart your tracker and keep it plugged in and charging during the setup process and verify that there are no other Bluetooth devices around that might interfere. 

I hope this can be helpful, give it a try and let me know the outcome. 

[Mamiwash · Accepted solution]

Sorry it took for a while to reply. It didn't work with my computer, either. But I've got a new phone now, and finally my Fitbit Alta HR is working! Hooray! I have to catch up lots of steps now!

Thank you so much for your support! (^^)

[MarcoGFitbit]

Hello @Mamiwash, I hope you're doing well, thanks for taking the time to reply and let me know your issue has now been resolved, I'm very glad. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted.

Happy stepping!