New Charge 2 not setting up

[nicoledegroot]

Hi,

I'm a new user of fitbit and want to connect my Charge 2 to my iPhone 5. It can find my tracker, gives me a code, but either I get an error saying 'There was a problem communicating with your tracker' or the screen on my tracker turns off (and when turning on again it tells me to go to fitbit.com/setup again) but the app is still 'Connecting to Fitbit...' for ages.

What can I do to make it work?! I've tried restarting my phone, my tracker, the app and turned on and off bluetooth...

[Ozzie65 · Accepted solution]

Hi @nicoledegroot - It looks like you've gone through all of the troubleshooting in the below help article. I'd suggest that you reach out to customer support for assistance at this point. The link is in my signature below.

https://help.fitbit.com/articles/en_US/Help_article/1872

[nicoledegroot]

Thanks for the reply. I've decided to return this device and try another one (I read some suggested it). And somehow this one works right away. Guess the other was faulty. 

[Ozzie65]

Well, I'm glad it was a happy outcome!