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Fitbit Surge won't pair back to my account.

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‎05-22-2018 21:28 - last edited on ‎05-23-2018 11:05 by Moderator Alum

‎05-22-2018 21:28 - last edited on ‎05-23-2018 11:05 by Moderator Alum

My surge stopped syncing with my iPhone. The phone is not recognizing the surge's Bluetooth. I've done everything listed on previous forum posts. Reset the watch, updated my OS, reset my phone, deleted the app, removed the surge from my Bluetooth list of Bluetooth devices, removed the surge from fitbit account (and now it won't sync back up).

 

Help, I use this for a program at work and am tempted to upgrade to a Garmin now.

 

Moderator Edit: Clarified Subject.

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2 REPLIES 2

‎05-23-2018 11:17

‎05-23-2018 11:17

Hello @ELKD, have a warm welcome to the Fitbit Community, it's great to have you on board. Smiley Happy

 

Thanks for bringing this to my attention. I appreciate you have let me know that you have already tried to perform troubleshooting steps to try to pair your Surge back to your account. If your Surge is still having trouble setting up, 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. Plug in your Surge and make sure it's charging.
  4. Restart your Surge by Press and hold the Home and Select buttons (left and bottom right) on your Fitbit Surge for 10 to 15 seconds, until you see the screen flash or start to dim. Then let go of the button and after the screen turns off, wait 10 seconds and press the Home button.
  5. If you can't set up after a restart, reboot your phone or tablet and try to set up again.
  6. 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 Surge one more time. 

Please try these steps a couple of times and reply to me with the outcome, I'll be happy to continue assisting you. 

Marco G. | Community Moderator, Fitbit

Did you find my post helpful? Vote for it or mark it as a Solution! Robot wink

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‎05-23-2018 14:02

In response to MarcoGFitbit

‎05-23-2018 14:02

Ok, tried all that, several times.. and in several different orders and several variations over the last week and it still will not pair back up. I was reading on the app reviews that others have had the same issues with other devices off and on since an app update earlier this year.

 

There is nothing wrong with the Surge, I believe it is an issue with the latest app update or firmware update. Please advise. This device is connected to a program in my workplace and is now effecting my insurance premiums.

 

Thanks.

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