Unable to set up Charge 2.

[JoJoB82]

I’ve just had a second hand Charge 2. It switches on but when I try to connect to it from the app it’s not being found. I’ve tried:

-restarting the app

-switching my Bluetooth off and back on

-reinstalling the app

-restarting the Charge

-restarting my phone (iPhone 6 plus)

-using Samsung tablet to connect instead

Anyone has this happen and have any solutions?? 😊

Moderator Edit: Clarified Subject + Removed Personal Information.

[MarcoGFitbit]

Hello @JoJoB82, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know the troubleshooting steps you've tried so far. Tell me, are you receiving any error messages when trying to set up the Charge 2? If so, please reply to us with a screenshot of the error you're getting. In the meantime, please try the following steps in order:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Make sure you have a strong WiFi signal and that there are no other Bluetooth devices around that might interfere with the setup process.
3. Restart your Charge 2 again.
4. If you can't set up after a restart, reboot your phone or tablet and try to set up again.
5. If you can't set up after the reboot, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone or tablet and try to set up the Charge 2 one more time. 

I hope this can be helpful, give it a try and let us know the outcome. 

[JoJoB82]

Hi, thanks for the reply. I have tried all of those steps and also tried them on two separate devices - an iPhone 6 Plus and a Samsung tablet. There is no error message as such, but when I try adding a device to the app, it searches but does not find the Fitbit. I’m totally at a loss about what to do...

Sent from my iPhone

[Sheila24]

I’m also having the same problem. My Fitbit quit working so I was sent a replacement. I’ve also tried all the trouble shooting and on 2 different devices as well. I have not got any error messages either. It just says searching and the trouble shooting page pops up. Help I would like to use my Fitbit again. 

[Chris8829]

I am having the same issue got a replacement as my other one stopped working. The new one will not set up its driving me mad ! 

[MarcoGFitbit]

Hello @JoJoB82, I hope you're doing well, thanks for taking the time to reply. It's great to see you too @Sheila24 and @Chris8829, have a warm welcome to the Fitbit Community. 

I appreciate you have let me know you've already tried the troubleshooting steps. At this moment, I would like to gather some information from you so we can check this further:

1. iPhone model you're using. 
2. OS version running on your phone. 
3. App version installed on your phone (go to Account > Help to get it)

Thanks for your patience and understanding, we'll be waiting to hear from you. 

[Chris8829]

Everything is up to date, I have been communicating with your colleagues via email but I have been without my tracker for weeks now because of this I am seriously thinking about changing to another tracker out-with Fitbit

Christopher McLaughlin

[JoJoB82]

Hi,

iPhone 6 Plus

OS version 12.1.2

App version 2.85 (809)

I have had contact with customer services who have told me that investigations are being made but they have no idea when it will be sorted. So frustrating as I bought the device to use but it is absolutely useless to me and a complete waste of money!

[MarcoGFitbit]

Hello @Chris8829 and @JoJoB82, I hope you're doing well, thanks for taking the time tor reply. 

I appreciate you have come back and provided the information requested. At this moment our team is aware of it and are working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

[Sheila24]

Hello. I’m using my iPad 5th generation   Software is up to date at 12.1.1. Fit bit app version 2.84. Still won’t sync. Won’t sync to anything!

[MarcoGFitbit]

Hello @Sheila24, I hope you're doing well, thanks for taking the time to reply. 

Thanks for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.