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Ionic won't stay connected with iPhone XS

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‎12-24-2018 00:24 - last edited on ‎12-25-2018 04:29 by Moderator Alum

‎12-24-2018 00:24 - last edited on ‎12-25-2018 04:29 by Moderator Alum

Since an update to the Ionic just over a week ago it no longer stays paired to my iphone which means I don't get any notifications such as phone calls and texted buzzing on my Ionic.

Every morning I have to go into my settings on my Iphone and delete the bluetooth connection to my Ionic then go into the Fitbit app and press on notifications and set up bluetooth to my Iphone again so that it will work.

It appears to stay connected for the rest of the day then after midnight it all starts again.

It is becoming a pain and a chore. I have missed calls and text as I have my phone on silence at work and always use to get the buzz on my wrist and I could see who was calling or I could read the text and if it was urgent I could pop outside and answer it.

I have phoned customer services and they were unable to fix this issue.

Has anyone else got this problem and if so have you found an answer.

Cheers and Merry Christmas everyone

Alan

 

Moderator Edit: Clarified Subject.

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Accepted Solutions

‎12-25-2018 04:35

‎12-25-2018 04:35

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

 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know the troubleshooting steps you've tried so far and for having contacted our Support Team already. 


At this moment, my best recommendation is to set up your Ionic as a new device in your account to reset the connection between your watch and your phone. Don't worry, none of the information already stored in your account will be deleted. 

 

To set up your Ionic 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, if there's anything else we can do for you, please feel free to reply. 

Marco G. | Community Moderator, Fitbit

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

View best answer in original post

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3 REPLIES 3

‎12-25-2018 04:35

‎12-25-2018 04:35

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

 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know the troubleshooting steps you've tried so far and for having contacted our Support Team already. 


At this moment, my best recommendation is to set up your Ionic as a new device in your account to reset the connection between your watch and your phone. Don't worry, none of the information already stored in your account will be deleted. 

 

To set up your Ionic 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, if there's anything else we can do for you, please feel free to reply. 

Marco G. | Community Moderator, Fitbit

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

Best Answer

‎12-26-2018 04:55

‎12-26-2018 04:55

Hey mate, yup having the exact same issue, nothing seems to be fixing it 

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‎12-28-2018 06:14

In response to Olivier991

‎12-28-2018 06:14

HI Olivier991. I phoned customer services and they talked me through doing a completely new install on the ionoic and it has worked perfectly since then. 

I suggest giving them a call and hopefully yours can get sorted too

all the best

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