New Fitbit flex problems

[Spudder7]

G'day,
I recently lost my flex on a flight. Don't ask.
Anyway, I purchased a new one, and followed the instructions to instal a new device.
I can't see anywhere if this has been successful. I cannot find a "sleep" or "steps" tile anywhere, I cannot set an alarm, my flex constantly shows maximum steps even though I can't see the tile.
I have tried a reset, and have contacted support (no response so far)'
Any ideas?
Spudder7

[Odyssey13]

Hello and welcome to the forums @Spudder7

How are you viewing your Fitbit - computer or mobile device - Android, iOS or Windows?

On the mobile app's dashboard, there should be a spot to reveal "hidden tiles" or at least that's something I have on Android. See if you have something similar on your device.

Support is currently closed, but it will return in the morning.

[Spudder7]

G'day,
It's on a mobile device -Apple iPhone 6.
I can find nothing like you suggest

Sent from my iPad

[Odyssey13]

@Spudder7 I moved your post to the iOS area in order to get more help for you.

[Rich_Laue]

On the dashboard of the iOS app there should be a settings, tapping this will go to the screen at allows customization of which tiles to show.. Just thought of the fact that we. One know which version of the dashboard your using. 

[SunsetRunner]

Welcome aboard to the Fitbit Forums @Spudder7! I noticed that my friends @Odyssey13 and @Rich_Laue have provided excellent assistance to resolve the issue you're having with your Dashboard not showing the information. I'd also like to add my thoughts and recommend setting up your tracker one more time may help you to resolve this issue.

Let me know how it goes.

[SunsetRunner]

@Spudder7 - I'd like to add one more sugggestion. Make sure you are on the latest version of the IOS app. Update if necessary. Then within the app. remove the Flex ... wait a short while ... then set the device up again.  Good luck!

[Spudder7]

Thanks everyone.
I have tried all your suggestions, to no avail. I have not heard back from support yet, either.
I know the new unit works, as it is charging.
The problem is that my iPhone app, although deleted and reinstalled, still thinks I have the old unit.
As I have only one email address, I can't open a new account.
Sheesh! This is so frustrating.

Sent from my iPad

[MarreFitbit]

We're sorry to hear about this my friend @Spudder7, thanks for letting us know what you've tried so far.

To make this process faster, we’d be happy to support you via phone. You can reach they at 1 (877)-623-4997. Our available hours are 4:00AM Pacific Time through 8:00PM Pacific Time, Monday through Friday. They're also available on weekends from 6:00AM to 5:30PM PST. 

Let us know what they say my friend, don't lose the hope yet!

[Rich_Laue]

 the app is only going to report what the Fitbit server reports, my suggestion is to move the old Flex at least 30+ feet away.. Now do a replace tracker, you want to make sure the new tracker is responding and not the old.. 

[Spudder7]

I am in Australia

Sent from my iPad

[Spudder7]

I don't have the old tracker. It was last on a plane.
That's the problem. Even though the old tracker doesn't exist, the app thinks it does.

Sent from my iPad

[Rich_Laue]

If the old tracker is not around it makes things easier, we don't have to worry about it. 

Just follow the link @SunsetRunner provided above, choose add tracker the pick the Flex as a tracker to replace. 

 The sentence we want is

• If you tapped on "Log in", you will need to tap on the "Account tab" in the main Dashboard and tap on "Set Up a Device" you will see the list of Fitbit trackers, tap the one you're setting and follow the instructions provided.

But for you, since a tracker is already connected you will first be asked if you want to add or replace a tracker. Now tap the Flex to choose to replace a tracker.. 

Now follow the prompts to add the new tracker. 

If your still having problems please contact Fitbit, this page will give the best contact info based on your registered locatoin. Emsil, twitter, phone number there are several throughout the world, and an option for a live web communication no phone needed, just an Internet connection. 

[SunsetRunner]

@Spudder7 - I just thought of something. Does the app on your phone still show the old Fitbit device? If so, on the Account page, touch the listing of the old Fitbit then scroll down to Remove This Device. Then, with the new device nearby, work your way thru Set Up A Device. 

Crossing my fingers ...