Cannot connect to new phone and I sold my old phone

[AislingK]

I traded in my old phone for a newer iPhone in September. I factory reset my old phone when I gave it in. Since then, my Fitbit Charge 6 will not connect to my iPhone 15 even though it is under the same iCloud. I don’t have access to my old phone anymore, so I can’t disconnect the Fitbit. What do I do now? The Fitbit does not come up on the Fitbit app when I try to connect a new device. I’ve tried all the suggestions online, to let it die and try again, to delete user data on my Fitbit. I only bought this Fitbit in July and need it to work. 

[RiekoC]

Hello @AislingK 

I moved your post from the Charge 6 product help forum to the iOS app forum, a better fit for your issue. 

[JuanFitbit]

@RiekoC Thank you for helping us keeping the Community in order.

@AislingK , A warm welcome to the Community! Thank you for your  message and efforts. 

Please make sure that you have the latest Fitbit App installed.
Keep in mind, that the connection between app and Charge 6 is managed over the Fitbit app and not the Bluetooth menu on the phone's settings.
Meaning when trying to set up the Charge 6, it might not appear as a Bluetooth device in the BT settings on the phone but is recognized in the app. 

Just to confirm, did you remove the Charge 6 from your account?
If so the new setup might erase some of the not synced data. 

What do you see on the display of your Charge 6? 

When setting up the Charge 6, are you connected to wifi or mobile data? Do you have other Bluetooth devices connected to your phone? If so try turning them off during the setup process. 

I also suggest you to read this: Why can't I set up my Fitbit device?

[AislingK]

Hi @JuanFitbit thank you for your help. 

I have had a Fitbit for 5 years now, and when I updated my Fitbit, and now my phone, this is the first time I’ve seen this happen. I checked and I have the latest app update on iOS. 

Yes, I must’ve as the charge 6 does not appear on my Fitbit app as a device at all. 
When the Fitbit it plugged in, it just shows the battery percentage. Then, when I tap the screen it changes to the “Download the Fitbit app display” over and over. 

Im connected to wifi, and i have nothing else actively connected to my BT on my iPhone when im trying to connect. I have also “cleared data” on the Fitbit itself last night, after accessing that page by pressing the button on the charger cable 3 times. Otherwise the screen is just replaying the “download Fitbit app” over and over. 

is there a way on your end you can reset or connect my Fitbit to my iPhone as I feel I have tried everything and I am getting frustrated. 

Many thanks

Ailsling

[JuanFitbit · Accepted solution]

@AislingK , Thank you for your detailed reply and efforts . I get where your frustration comes from. 

The message: “Download the Fitbit app display”  means that the Charge 6 is not paired to any account. 

What happens when you try setting the Charge 6 with mobile data instead  of your wifi?
Sometimes the mobile data connection is more stable as the one with wifi .

On my end, I cannot do anything, as a moderator I do not have access to your account or information. The check that and verify the info, you'd contact Support. 

What I would recommend, is to restart the Charge 6 ( even if you already did this) by charging the tracker at least for 30 minutes .

1. Press the button located on the flat end of the charger 3 times with one-second pause between each press. Then wait 10 seconds or until the Fitbit logo appears.

Another way to restart your device is to unplug it, wait a second, and plug it back in. Repeat this process 3 times in an 8 seconds interval and then wait 10 seconds until the device restarts.

Even if you already tried some of these steps the order is important. 

After the restart, go to the Fitbit App. 
Log out. 
As a 1 time exception, uninstall the Fitbit and turn your phone off and on again. 

After the phone is on again, reinstall the Fitbit app and log in. 
Try then to set up the tracker again. 

[AislingK]

That worked, thank you!!!!!!!

[JuanFitbit]

@AislingK ,Thank you for your reply! I'm glad to read the info was helpful. 

Please do not hesitate to post again should you have any other inquiry. 

Wish you a lot of fun with the Charge 6