Charge 2 won't pair to iPhone 5S after updating to iOS 13

[Brammers98Box]

Hi, I recently installed latest IOS 13 software update on my IPhone 5S and after that it won’t pair with my Fitbit. I‘be tried restarting Fitbit and re-booting phone and Bluetooth settings but nothing works.

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Brammers98Box. 

I am sorry to hear your Charge 2 tracker won't pair with your iPhone 5S after updating to iOS 13. Thanks for trying to resolve this and I am here to help. I recommend doing the following:

- Open Settings app on phone
- Scroll down, tap Fitbit -> Toggle Location to 'Always'
- Ensure toggles next to Bluetooth and Background App Refresh are turned "On"

Please find the complete troubleshooting instructions in this help article: Why can't I set up my Fitbit device?

Let me know if the issue persists, I'll be around. 

[Brammers98Box]

Hi Lilyia,

Many thanks for your response.

Unfortunately after trying your suggestions the Fitbit still won’t pair with my phone.

Clearly there is something in IOS 13 software that the Fitbit software doesn’t like.

Before downloading it my Fitbit had performed faultlessly for 2 1/2 years.

Please ask your technicians to update the Fitbit App to fix this issue.

Many thanks



Sent from my iPhone

[Mls717]

When my IPad updated several weeks ago, I called and talked to a representative. We did all that you suggested. It would not pair. The solution was to pair it with my phone which had not updated.......long story short my phone updated recently and now my tracker will not pair. I have performed all of the suggestions as well. It is an IOS/app issue. Please fix!

[LiliyaFitbit]

Welcome to the Fitbit Community, @Mls717. Thank you for your reply, @Brammers98Box. 

@Brammers98Box I appreciate your troubleshooting efforts. Thank you for your feedback, our team is always working on improving our devices and user experiences, and your comments are always welcome. If you're still unable to pair your tracker with your iPhone, I would like to confirm if you're able to try to set up your tracker using another supported device?

@Mls717 thank you for joining the thread and sharing your experience. I appreciate your troubleshooting efforts and recommend checking if your app is updated to the latest version. Please also try our complete troubleshooting instructions from this help article: Why won't my Fitbit device sync?

Keep me posted on the outcome. 

[Mls717]

My app is up to date on both devices. It will not complete the pairing.....it continues to look for the device.

Sent from my iPad

[Brammers98Box]

Clearly Fitbit need to update their App to fix the incompatibility with IOS 13. I have now removed my current IPhone from the App and connected an old IPhone that I saved for use on the golf course with the Golf Caddy yardage App. This had not been updated with IOS 13 and it paired perfectly at the first attempt.

Come on Fitbit you need to talk talk to Apple and get it fixed.

Sent from my iPhone

[LiliyaFitbit]

Thank you for your replies, @Mls717 @Brammers98Box. I am sorry for the delayed response. 

@Mls717 I appreciate the additional details and would like to confirm if you continue experiencing difficulties with syncing? I will be glad to investigate further. 

@Brammers98Box I am glad to hear you were able to set up your tracker using another iPhone. Thank you for the update, I appreciate your time and feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

I'll be around if you need further assistance. 

[Brammers98Box]

Sorry but this latest response from Fitbit is glib, superficial and condescending. There is a problem with IOS 13 not interfacing correctly with Fitbit software and it needs fixing. I want to use my mates phone with my Fitbit and not my 4 year old IPhone which will be fitted back on my golf bag as soon as the lockdown is lifted and we can play again. Please confirm that your software engineers are actively working on this issue right now and provide a time frame for when it will be fixed.

Sent from my iPhone

[LiliyaFitbit · Accepted solution]

Thank you for your reply, @Brammers98Box. 

I understand your concern and would like to confirm that this issue has been reported to our team. We are working to identify a resolution, however, we're unable to provide you with an estimated time frame for the fix to be applied. I appreciate your patience and understanding while we work to improve your experience.

Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

Let me know if you have any questions.

[healthnut_texas]

What I had to do was to remove the tracker off the Fitbit app and then re-install.  Then the tracker works again and syncs perfectly with my iPhone that I had just updated to IOS 13.4.1 so try that.

[Brammers98Box]

Many thanks, I tried that but it didn’t work. It said it had “found my tracker” but then just buffered for ages and wouldn’t pair.

Sent from my iPhone

[LiliyaFitbit]

Welcome to the Fitbit Community, @healthnut_texas. Thank you for your reply, @Brammers98Box. I am sorry for the delayed response.

@healthnut_texas I appreciate your participation in the Forums and sharing your solution. Thank you for your time and efforts to help other users. 

@Brammers98Box thank you for your troubleshooting efforts. Our team is working on the fix and I look forward to getting you back on track. 

I'll be around if you need further assistance.