Charge 2 is unable to sync with new phone (iPhone XS)

[andrewstoke]

I have disconnected it from the IP6S but still won't connect to the XS. I have reinstalled the app. Turned notifications off and on and Blue tooth on the phone. Any ideas?

Thanks

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @andrewstoke, have a warm welcome to the Fitbit Community! 

Thanks for your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know you've already tried some troubleshooting steps. 

Please note that if your Charge 2 is able to sync with your old phone but not with your new one, that means the Charge 2 still has a Bluetooth link with your old phone, in which case I would like to suggest you to go to the Bluetooth settings on your old phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.

After that, turn off the Bluetooth on your old phone and try to sync with your new phone, if a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

I hope this can be helpful, if there's anything else we can do for you, please feel free to reply. 

[andrewstoke]

Sorry no. In the end I have given up.

[MarcoGFitbit]

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

Thanks for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.