Getting error 500 when setting up my Fitbit device.

[VeryDisappointe]

Good Day,

I urgently require assistance with the reference number 24771829. I have chatted with 5 agents on the online chat and still nothing is working. I still can not add a device and keep on getting the same error "An error occurred while pairing! An error occurred while pairing your tracker, please try again" or "Error The operation couldn't be completed. (com.fitbit.HTTP error 500.) . I have tried absolutely everything. Restarted the tracker, the iPhone, MacBook, forgot the device under Bluetooth, logged out of the app and deleted it, restarted the phone / MacBook, reinstalled the application. Nothing is working and it is extremely frustrating. Please urgently get back to me. Thank you

Moderator Edit: Clarified Subject + Format.

[SunsetRunner]

That certainly is disappointing, @VeryDisappointe. Which Fitbit device do you have? And which iPhone are you trying to connect to? Once we know that, we may be able to help.

One tip I’ve learned over the years is to make sure there are no other Bluetooth devices in the room when pairing a device. 

[VeryDisappointe]

@SunsetRunner thank you for your message. 

I have got the Fitbit Blaze and iPhone 7 (latest version) and macbook (latest version). 

I really hope you will be able to assist. Thank you. 

[SunsetRunner]

Thanks for the additional information, @VeryDisappointe. Have you heard back from higher support yet? If yes, what did they say? If not, please try the steps below. I’ve found that sometimes the fix is not what you do but in what order do you do it. Please try the following steps in the order given. This may not work given the complication of your issue - trying to delete data from an account - but it is worth a try. 

1. On your iPhone, and in a room that has no other bluetooth devices - no Mac Book or speakers - delete the Fitbit icon. Power your phone off completely. Wait 5 minutes, then power it back up. 
2. Go to the App Store and reinstall the Fitbit app. It will probably ask you to re-sign in. 
   1. If you can - continue to step 3.
   2. If you cannot sign in, either wait to hear back from Fitbit Support or create a new account.
3. On the iPhone, go to Settings —> Bluetooth. If the Blaze shows up there, give the command to Forget it. 
4. Go to the App Store. Tap Updates. Make sure your Fitbit app is on the latest release.
5. Still on your iPhone, go to Settings —> General —> Software Update. Make sure your phone has all the latest updates.
6. Power your phone off one more time, then turn it back on. 

Next:

1.  Still in the room with no other Bluetooth devices, make sure your Blaze is fully charged. Reset it three times in quick succession. Instructions are here.
2. Now, try again to add your Blaze. The process will take you thru pairing.

Wishing you luck! Please let me know how it goes. 

[Simbalimba156]

I have Done all of thoose things but i can still not connet,,,,,what is wrong????

[MarcoGFitbit]

Hello @Simbalimba156, thanks for joining the Fitbit Community, it's great to have you on board. 

Thanks for bringing this situation to my attention. Tell me, which tracker are you trying to pair? Are you trying to pair it to a new account? Has this tracker been set up to another account before? If so, and that specific account has been deleted, you will need to wait from 24 to 48 hours to set up the tracker again in to a new account. We will need to wait for the system to finish the deleting process on the old account. 

I hope this can be helpful, please wait from 24 to 48 hours to set up the tracker in the new account and let me know how it goes, I'll be happy to continue assisting you. 

[Simbalimba156]

It is a blaze...i have tried to a new account.
Another person had the tracker before me but he did erase his account.

I have tried on my old account and my new one but i just get the error code all the time
I did not do anything on two days but i can still not connect the device


Skickat från min Samsung Galaxy-smartphone.

[MarcoGFitbit]

Hello @Simbalimba156, I hope you're doing well, thanks for taking the time to reply. 

Thanks for 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.

[DrMuhannad]

I have same situation here!!! What happened now ? They fix the problem or you still unable to pairing your fitbit ?