Charge 2 not pairing with app

[ASinha]

Just received a brand new charge 2 and I can't get it to pair with the app on my iphone. 

Phone: iphone 6s with iOS 11.3 

Restarted the phone. 

Reinstalled the app. 

Charge 2 is not a paired device so nothing for me to remove from list of paired devices. 

No previous fitbit is paired with my phone. 

Charge 2 is fully charged. 

After entering the 4 digits to pair the device, nothing happens, just keeps trying to pair till it fails. 

Tried to pair it with my Macbook running High Sierra and I get an error message when trying to pair. 

Any advice?

Thanks 

[MarcoGFitbit]

Hello @ASinha, I hope you're having a great day, thanks for joining the Fitbit Community. 

Thanks for bringing this to my attention and for letting me know the troubleshooting steps you've already tried in hopes to resolve this issue, I really appreciate it. At this moment I would like to suggest you the following:

1. Restart your Charge 2, then leave it plugged in and charging. 
2. Make sure you have a strong WiFi signal
3. Make sure there are no other Bluetooth devices around that might interfere with the setup process.

Now, please try to set up your tracker again:

1. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
2. Choose your tracker and follow the onscreen instructions to continue
3. If the app gets stuck for a long time after typing the 4-digit code, please force-quit the app by double tapping the home button on your phone and swiping up the app, then go to Account and check if the tracker is listed under your name. If it's not, try to set it up again. 

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

[ASinha]

I tried all the steps recommended and it still does not pair with my iPhone. 

[MarcoGFitbit]

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

I was able to check with our Support Team you have already created a case with them, please note that our team will continue working with you through your support ticket.

Thanks for your patience and understanding, if there's anything else I can do for you, please feel free to reply.