Unable to set up Versa or Blaze to account.

[SunsetRunner]

On Saturday my Blaze quit syncing.  

I went though all the usual steps of restarting, turning off bluetooth, etc.  No luck.

So I thought, no problem, I'll remove the app and reboot both things.  Now it won't finish the setup.  I get to the point where it asks me to enter the code, but it won't take it.

I logged a ticket with support, who did their best.  But they told me it was probably done. 

So I bought a Versa, and I have the same issue.   I thought perhaps it was account related, so I had my wife sign up (evil plot to keep the versa and have her use the Blaze...).  She has the same issue.

I've also tried both devices on the laptop, and same result.  I logged an additional ticket for the Versa.  Both are being escalated, since beyond turning things off and on again, support had no other ideas.

Since many others have had the issue this past weekend, I thought I'd make a topic and invite others to share if they had the same issue, and maybe we can get some traction on getting it resolved."

Neither the Blaze or the Versa will set up on either phone.  Both are iPhone 8s, fully updated, with a fresh download of the app.

Best of luck, I really do like them when they work!

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @SunsetRunner, I hope you're doing well, it's nice to see you around the Fitbit Community. 

I appreciate you have shared your experience with us and let us know you've already contacted our Support Team and tried several troubleshooting steps. At this moment, I would like to gather some information from you so we can check this further and determine what we should do next:

1. iPhone model you're currently using. 
2. OS version running on your phone. 
3. App version installed on your phone. (go to Account > Help to get it)
4. When trying to set up the Versa or Blaze with a computer, were you using a USB dongle or were you using the native Bluetooth of the computer/laptop?
5. Exact list of troubleshooting steps you've tried so far. 

Thanks for your patiience and understanding, we'll be waiting for your reply. 

[SunsetRunner]

Thanks Marco!

We did go ahead and log tickets with support.  We'e both rocking iphone 8s that are fully up to date.  

We also tried on 2 separate computers.

After I called a 3rd time, they said it was a known issue across all models and are trying to put together a patch ASAP.   I'm hopeful as I miss my fitbit for various reasons. 

It would have been helpful if it was just communicated that there was a problem.   After 20 years in tech support, nothing annoys users like many having an unresolved problem and getting no communication from the company.

[MarcoGFitbit]

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

I appreciate you have come back and let us know your have already contacted our Support Team and created individual cases for you and your wife. I would also like to thank you for letting us know what our Support Team has said about this situation. Please note that in the Forums we need to exhaust all the troubleshootings steps available. 

Thanks again for your patience and understanding, I hope you have a great day. 

[SunsetRunner]

to Marco and everyone else:

They seem to have patched things up.  Both fitbits now work without issue. 

I've passed the Blaze on to my wife, so we'll see how that goes.

I do wish they'd have communicated better about the ongoing issue, but glad it was resolved pretty quickly. 

So far I am enjoying the Versa.  Today will be the first official workout with it.

[MarcoGFitbit]

Hello @SunsetRunner, I hope you're having a great day, thanks for taking the time to reply and let us know your issue has now been resolved on both devices, I'm very glad! 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!