Replacement Charge won't pair

[Tess_Schumacher]

I just recieved my replacement HR in the mail, but my bluetooth on my Iphone 6s will not recognize the new tracker and when i go into the fitbit app, account, set up device, then choose the option to switch to a new device i click on the replace fitbit HR but it never recognizes my new one it just continues to load for forever.

[Tess_Schumacher]

Do i have to remove my old charge HR from the app where it says "Remove this Charge HR" first before my new one can be recognized? or will that lose all of my data?

[DerrickS · Accepted solution]

Hi @Tess_Schumacher, I think I can help you out! I would recommend the following steps:

1. Restart your new Charge HR.

2. Reboot your iOS device.

3. Open your iOS settings > turn off Bluetooth for 10 seconds > and then turn Bluetooth back on.

4. Use the replacement setup process to pair your new Charge HR to your existing Fitbit account.

You don't have to remove the Charge HR from your account, doing the replacement setup process will ask you if you want to replace your current tracker.

Please keep me posted if this helps!

[Tess_Schumacher]

Got it up and working! Thanks so much! 🙂

[Linda_Bull]

I have the same issue as Tess but unfortunately I've tried the steps you provided a couple of times now and it didn't fix the problem.  Any other suggestions?

---

@DerrickFitbit wrote:

Hi @Tess_Schumacher, I think I can help you out! I would recommend the following steps:

1. Restart your new Charge HR.

2. Reboot your iOS device.

3. Open your iOS settings > turn off Bluetooth for 10 seconds > and then turn Bluetooth back on.

4. Use the replacement setup process to pair your new Charge HR to your existing Fitbit account.

You don't have to remove the Charge HR from your account, doing the replacement setup process will ask you if you want to replace your current tracker.

Please keep me posted if this helps!

---

[Linda_Bull]

Issue solved by deleting fitbit app on my phone and re-installing it.  I was able to add replacement tracker within 5 minutes after that!

[Rainebow6]

Thank you Linda_Bull

[Htown2123]

Thank you Linda - I was pulling my hair out because nothing was working until I saw your post.

[Linda_Bull]

You're very welcome I'm glad it helped!

Sent from my iPhone

[leigh.santy]

Hey!

I followed all the steps from the first post and it started the set up but I am still getting an error message.  I deleted the app and reinstalled it but that did not help.  Any other ideas?

[lizettebrady]

thanks for your help

[andyfurlong]

Thank you Linda.

[MarreFitbit]

Hello @leigh.santy, hope you're doing great today! If you've tried what @DerrickS has provided in this post, but you're still getting the error I'd recommend getting in touch with Fitbit Support directly so they can give you a hand on this.

Don't forget to mention the steps you've done so far to avoid getting the same ones, I'm pretty sure they will find where the issue is coming from. 

Don't lose the hope yet, have a good one!