Fitbit Flex 2 won't connect

[LittleGirlLost]

Hello I just purchased a Fitbit flex 2. I charged it all up downloaded the app on my iPhone 5 and was really excited to get started however when I went through the set up was where the problem happened. I went through the whole set up and got to the point where it searches for the tracker which it found. I did the whole double tap on the band and I felt the vibration. Then I got t the Loading screen where it says connecting to Fitbit and that's where I got stuck I've left it up for hours and nothing happens. The light on my Fitbit just slowly blinks blue. No connection on the app. Anyone else having this problem and solved it. Is it a problem with the Bluetooth on my phone and if so can I fix that. Any help or advice would be appreciated.

Moderator edit: updated subject for clarity

[stephecl]

I called them first time on Dec. 2.  Called again on Dec. 6.  Fitbit finally sent me an email and asked when and where purchased.  I responded and they replied asked for my mailing addres.  I responded and then fitbit sent me an email that I would be receiving a label from FedEx.  That process took another 3 days.  I received the mailing label on Dec. 9, and sent it via FedEx with supplied label the same day.  The first delivery date was "pending", then Dec. 15, then Dec. 16, now it is Dec. 20.  I have sent 3 emails to Fitbit and all I get it is that Fitbit appreciates my patience.  I am not patient, my 3 emails should have proven that!  This is a Christmas present for a 10 year old who is spending 4 days walking at Disneyworld right after Christmas and if Fitbit doesnt' even receive the tracker until Dec. 20 (assuming the delivery date doesn't change yet again) and Fitbit takes 5 business days to send me a new one, chances are I won't even have it this year.  This is Christmas, there is no company anywhere that cannot deliver within 2 business days.  So far it is scheduled to take at least 11 days.  I don't understand why Fitbit can't contact FedEx and request the package be delivered immediately.  Snail mail would have been faster. 

[JessicaLindy]

I tried everything!! Even called tech support and nada.. left me with a 25% off discount for new fitbit.. I didnt give up and came across your post.  IT WORKED!!!  thanks so much;)

[MarcoGFitbit]

Hello @JessicaLindy, it's a pleasure for me to welcome you to the Fitbit Community, it's nice to have you on board! 

I'm very glad your issue has now been resolved after following the instructions on my post. 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!

[allywalker23]

Thank you so much for this information!!!! I finally got my flex 2 back up and running!! You're the best!!! 🙂

[MarcoGFitbit]

Hello @allywalker23, thanks for joining the conversation and let me know your issue has been resolved, I'm very glad. 

If there's anything else I can help you with, please don't hesitate to reply, I'll be happy to continue helping you. 

[992]

Same problem tried all suggestions nothing works fed up with my unfit bit

[MarcoGFitbit]

Hello @992, welcome to the Fitbit Community, it's great to have you on board. 

Thanks for bringing this to my attention. Have you restarted your Flex 2 and your phone already? If so, please let me know exactly which troubleshooting steps have you tried already so I can determine which step should we take next. 

Thanks for your patience and understanding, I'll be waiting for your reply. 

[992]

Yes I have tried turning Bluetooth off and back on restarting my phone. Repeating the setup. It’s fully charged and appears to be working all lights work but it won’t connect. Before it stopped connecting it wasn’t counting step correctly. Now my phone doesn’t see the device at all after turning Bluetooth off and back on it went away.

Sent from my iPhone

[MarcoGFitbit]

Hello @992, I hope you're doing well, thanks for taking the time to reply. 

Thanks for letting me know the troubleshooting steps you have tried so far, at this moment I would like to suggest you the following:

1. Restart your Flex 2, then leave it plugged in and charging
2. Restart your phone once again.
3. 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.
4. Make sure you have a strong WiFi signal
5. Make sure there are no other Bluetooth devices around
6. Try to set up your tracker as a new device:
   • 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"
   • Choose your tracker and follow the onscreen instructions to continue
   • When the app asks you to replace your current tracker, please replace it and continue with the process.
   • 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. 

[992]

Tried again using the instructions you sent but it still won’t connect. Doesn’t see the tracker at all

Sent from my iPhone

[MarcoGFitbit]

Hello @992, I hope you're having a great day, I appreciate you have come back to me. 

I also appreciate 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.

[SunsetRunner]

having a hugely frustrating time connecting; tried absolutely everything noted above, to no avail. fitbit & iOS is up to date, Bluetooth on/off, pebble reset; out of ideas and very frustrated. 

[MarcoGFitbit]

Hello @SunsetRunner, thanks for joining the conversation, it's a pleasure for me to welcome you to the Fitbit Community. 

I appreciate you have brought this to my attention and for letting me know you have already tried the troubleshooting steps I've provided earlier. At this moment I have came in contact with our Support Team in your behalf and they will contact you very soon with some more options for you. Please work with them to find a resolution. 

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

[QueenWendy]

After 3 days of trying EVERYTHING,  thus finally worked! Thank you!

[mollygirlz]

I do not have a button on my Flex 2 cable. I tried other steps and it did not reset.

[SunsetRunner]

Is the replacement tracker free?

[Marico12]

Yes, I have the exact same problem. I have done all the things suggested on this page and none of it works.