Unable to pair Versa with my phone.

[BlueReef]

Hi All

last week I had to return my new Versa SE due to battery issues, I got a new device as a replacement. 

However I couldn't install the new Versa as a new device, the app on my IOS takes me through the normal process until the screen where I enter the code appears on the device, and after that the app seems to enter into an infinite loop, most probably not able to connect with the device or an online service to finish the setup process. 

Any advice on how to solve this frustrating issue ? 

Moderator Edit: Clarified Subject.

[BlueReef]

update:

after a hard reset and logging out of the app plus restarting my phone, the setup process went smoothly. 

However another issue appeared: 

The fitbit app cannot connect with the device. 

Despite having a strong wifi coverage, and putting the phone just beside the device ... it seems there is an issue and they are not connecting. 

I feel frustrated ... 😣

Moderator Edit: Clarified Subject.

[Rich_Laue]

Your app does not connect to the Versa through WiFi but does all through BT Low Energy. 

[BlueReef]

Thank you for this info Rich.

any idea on how to solve the BT pairing issue. It seems many users are having problems related to the BT pairing, I have seen threads dated back to 2018 !

not sure if this is a HW or SW issue and if there is a work around. 

[MarcoGFitbit]

Hello @BlueReef I hope you're doing well, it's nice to see you around. It's great to see you too @Rich_Laue, thanks for all your help. 

First of all, I would like to apologize for the delay in the response. @BlueReef I appreciate you have let us know you were able to set up your Versa. Please note that as @Rich_Laue mentioned, your phone does not sync through the Bluetooth Settings on your phone but through the Fitbit app and to establish a Bluetooth connection you will need to either set up Notifications or All-day Sync inside the Fitbit app. 

Once you enable one of those features a pop-up will appear asking you to Pair your tracker to your device, tap on Pair and continue. Now, if you're having trouble syncing your device after establishing the Bluetooth connection, please let us know so we can check this further. 

Thanks for your patience and understanding, have a great day.