My Charge 2 won't sync with my phone

[Carpark25]

I haven't been able to get my charge 2 Fitbit to sync since 27th Jan it is just looking for it on my iPhone has anyone else had this problem and any advice on what I can do please?

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Carpark25, thanks for joining the Fitbit Community, it's a pleasure for me to welcome you to our family! 

Thanks for bringing this to my attention, have you tried to restart your Charge 2 and your phone recently? If so, I would like to suggest you the following:

• Turn off the Bluetooth on your phone for 15 seconds, then turn it back on. 
• Make sure there are no other Bluetooth devices around that might interfere with the syncing process.
• Make sure you have a strong WiFi signal.

If you have already tried the suggestions above, my best recommendation would be setting up your tracker as a new device to reset the connection between the phone and your Charge 2. Don't worry, none of the information already stored in your account will be deleted.

To set up your tracker 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, give it a try and keep me posted in case you need anything else. 

[Carpark25]

Hi Marco

thank you for your help unfortunately it still doesn't want to pair up I don't know why any ideas what to do next? 

Many thanks 

carmen

[MarcoGFitbit]

Hello @Carpark25, I hope you're doing well, thanks for taking the time to reply. 

Thanks again 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.

[LoraC13]

This worked perfectly.  My fit bit hadn't synced for about 6 days.  When I did all of these steps, it worked great.  Thanks.

[MarcoGFitbit]

Hello @LoraC13, thanks for joining the conversation, it's great to have you on board the Fitbit Community. 

I appreciate you have taken the time to let us know that after trying the troubleshooting steps on this thread your Fitbit device started syncing, I'm very glad. 

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!