Charge 2 not syncing with Fitbit app.

[Kimmarie922]

I have the Fitbit Charge 2 and it is no longer syncing to my phone...I have done all the recommendations: restart phone, force shut app, reopened app, turned off/on Bluetooth and nothing is working. Any advice would help!

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Kimmarie922, thanks for joining the Fitbit Community, it's great to have you on board. 

I appreciate you have brought this to my attention and for letting me know the troubleshooting steps you've already tried in hopes to resolve this issue. At this moment, as you have already tried some steps, my best recommendation would be setting up your Charge 2 as a new device to reset the connection between your phone and your tracker. Don't worry, none of the information will be deleted. 

To set up your tracker as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. 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"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.
5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

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

[Kimmarie922]

Hello,

    Thank you for the help! I did all the steps but now my phone can not find my Fitbit in the pairing stage. Could it be possible that my Fitbit’s Bluetooth stopped working? I have recharged the device and everything. Is there a way to try and reset it? Thanks again for the help, I have never had problems with my device before and use it all day every day. I don’t want to have to buy a brand new one. Thanks again.

[MarcoGFitbit]

Hello @Kimmarie922, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have tried the troubleshooting steps I've provided earlier. If your Charge 2 is not pairing back to your account, please try the following steps in order:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Make sure you have a strong WiFi signal and that there are no other Bluetooth devices around that might interfere with the setup process.
3. Restart your Charge 2, then leave it plugged in and charging.
4. If you can't set up after a restart, reboot your phone or tablet and try to set up again.
5. If you can't set up after the reboot, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone or tablet and try to set up the tracker one more time. 

I hope this can be helpful, give them a couple tries and let me know the outcome!