Stuck @ "We found your Surge"

[NunoCosta]

I am trying to connect my Surge, that was connected to other account before with my phone. When I try to add the device under the app on my iPhone 6 Plus, once in a while I can get into the screen that says "We foudn your Surge" and below showing "Connecting with the Tracker" but nothing happens after. On the tracker it just moves from the initial logo screen, to the menu and from the menu, after a couple of seconds, to the normal clock face.

I have tried multiple things, after reading the forum, and while doing that I noticed that when I try to turn off the bluetooth on my surge, I can only go from "on" to "Pair" and when in "Pair" it restarted the tracker - so I can never turn it off.

As mentioned I've tried multiple things, such as:
- Uninstall and install the app
- Reset the device by pressing the home button plays the two other buttons for 15 seconds
- Just shutdown the device and try to connect after
- Tried with multiple iOS devices
- I am sure the iOS device is not connected to any other tracker
- I am sure the tracker is not connected to any other smartphone or tablet or computer
- More stuff that I can't actually remember

This is a little bit frustrating.

Thanks in advance.

[MarcoGFitbit]

Hello @NunoCosta, welcome to the Fitbit Community, it's nice to see new faces around!

In the Bluetooth settings of your phone, are you able to see the "Surge" as a paired device? If so, please tap on it and select Forget this Device, then turn off your phone. 

After that, please restart your Surge:

1. Press and hold the Home and Select buttons (left and bottom right) for 1 minute, until you see the screen flash or start to dim.
2. Let go of the buttons.
3. After your screen turns completely off, wait 15 seconds and press the Home button to turn your Surge back on.

Turn your phone back on, reset the Bluetooth on it by turning it off, wait 10 seconds and turn it back on, then try to set up your Surge. If the tracker is still unable to connect with the app, my best recommendation would be contacting our Support Team. Let them know about the steps you've performed so far, I'm sure they will be more than happy to assist you get back on track. 

Give it a try and keep me posted if you need anything else!