Surge won’t sync with my iPhone suddenly

[TNulty]

My surge (witch is a replacement and 3 Monday hs old) will not pair with my phone although it had been fine . No changes have been made by me. First it wouldn’t notify me my messages. Now no communication. It won’t even keep time

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @TNulty, have a warm welcome to the Fitbit Community, it's great to have you on board. 

Have you already updated the Fitbit app? If so, I would like to suggest you to restart your phone and your Surge by pressing and holding the Home and Select buttons (left and bottom right) for 1 minute, until you see the screen flash or start to dim.

If your tracker is still not syncing properly with the Fitbit app my best recommendation would be setting up your Surge as a new device to reset the connection between your tracker and your phone. Don't worry, none of the information will be deleted as it gets stored in our servers. 

To set up your tracker as a new device:

1. Go to the Bluetooth settings on your phone and check if Surge 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.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[TNulty]

I tried all your suggestions. No avail. The tracker won’t pair with my phone now. Gives me an error after I type the code from the tracker into the Fitbit app.
I’m very frustrated. The same problem I had with my last Fitbit.

Sent from my iPhone

[MarcoGFitbit]

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

Thanks for trying the troubleshooting steps above, at this moment I would like to ask you for a screenshot of the error you're getting so I can check this further. In the meantime, please update the OS on your phone and the Fitbit app if you haven't done it yet. 

Thanks for your patience and understanding, I'll be waiting for your reply. 

[TNulty]

Sent from my iPhone

[MarcoGFitbit]

Hello @TNulty, I hope you're having a great day, I appreciate you replied to my latest post. Unfortunately the screenshots you sent didn't come through. Please follow these instructions to upload them again. 

Thanks for your understanding, I'll be waiting for your reply. 

[TNulty]

It simply says “ this operation couldn’t be completed error message .0


Sent from my iPhone

[MarcoGFitbit]

Hello @TNulty, thanks for taking the time to reply, I hope you're having a great day. 

I appreciate your patience regarding this matter, our engineers are aware of the problem and are currently working to resolve it as quickly as possible. In the meantime, please update the Fitbit app to the latest version that was released a couple days ago and try to set up your tracker again.

I'm sorry for any inconvenience this situation caused. I appreciate your patience and look forward to getting you back on track. Feel free to reply if there's anything else I can do for you. 

[TNulty]

Hi. So I did the update on the app. The watch keeps Time now and I was able to pair the tracker to the app. My phone recognizes the tracker but I’m unable to pair them together.
I’m closer but...
I look forward to hearing from you and hope to resolve the issue.
Tawnya

Sent from my iPhone

[MarcoGFitbit]

Hello @TNulty, thanks for replying, I hope you're doing well. 

Are you trying to pair your tracker to your phone Bluetooth settings? If so, please keep in mind that your tracker does not pair nor syncs through here. Your tracker syncs through the Fitbit app. 

The tracker will show up in the list of paired devices once you enable All-day sync or set up Notifications, in either case you will be asked to pair your tracker with your phone, but this is only done through the Fitbit app. 

To enable All-day sync: 

1. Open the Fitbit app 
2. Tap on Account > Surge > All Day Sync

To enable Notifications:

1. Open the Fitbit App
2. Tap on Account > Surge > Notifications
3. Enable call or text notifications or both. 

I hope this can be helpful, if there's anything else I can help your with, please feel free to reply.