Charge 2 not connecting

[Gavin73883920]

I received my Charge 2 this morning, set up my account and after a few goes got it connected. I was then offered a firmware update which I accepted, after 3 failures I skipped it and was able to access the device from my phone e.g I was told to charge the device. After leaving it charging I noticed it had gone back to the set up screen and was unable to get any information. I’ve been trying to reconnect all day. I’ve tried through my iPhone SE, IPad mini 2 and a laptop running Windows 10, i’ve tried them all with the other devices turned off. 

I’ve tried turning the Bluetooth off and back on, restarting the app, restarting the Charge, even taking the settings of my iPhone back to factory. 

Could anyone give me any advice? This is my first Fitbit device and i’m not impressed. 

[Gavin73883920]

Forgot to add, it gets stuck on the ‘connecting to Fitbit screen. 

[Gavin73883920 · Accepted solution]

Had a replacement sent out, worked straight away. Fantastic customer service from John Lewis.  Judging by the number of people with similar issues it’s a shame that Fibbit’s quality control isn’t up to that standard

[MarcoGFitbit]

Hello @Gavin73883920, I hope you're having a great day, it's a pleasure for me to welcome you to the Fitbit Community. 

I appreciate that you have come back to update your post and let us know your issue has now been resolved and that you were given a replacement tracker from John Lewis. Please note that 2we don't expect this issues to happen with our trackers but I'm glad you're back on track! 

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!