Unable to setup new Charge 2 on iOS/Mac

[jpodcaster]

Hi all,

Brand new Fitbit Charge 2 and trying to setup as per online instructions. Have tried both the Fitbit app on iOS 10.1.1 and connecting the Charge 2 to my Mac running OS 10.12.1 (Sierra) and the latest verion of Fitbit Connect. Neither works.

With the iOS app I get as far as the pair screen, enter the number and the screen then turns off and the app says connecting ... except it never does.

Using Fitbit Connect on my Mac again I get to enter the pairing number then after a few moments I get the following error message:

Have tried restarting the Charge 2. No luck.

Starting to wish I'd saved up for an Apple Watch ...

Any suggestions?

[USAF-Larry]

@jpodcaster, I moved this to the iOS App board, where it will get more help, since this more related to the app than the type of tracker.

[jpodcaster]

Thanks Larry - although it relates both to the iOS app and the Mac Fitbit Connect app.

[MarcoGFitbit]

Hello @jpodcaster and welcome to the Fitbit Community!, It's nice to see you around @USAF-Larry, thank you for keeping the boards sorted. 

As your Charge 2 is not properly connecting to the app after putting the 4-digit code, I would like to suggest the following steps:

• Restart your Charge 2 and keep it plugged in and charging
• Restart your iOS device
• Turn off the Bluetooth on your iOS device, wait 15 seconds and turn it back in

After that, please try to set up your device again making sure there are no other Bluetooth devices around that might interfere with the process. 

Give it a shot and let me know if you need anything else! 

[jpodcaster]

Thanks Marco. Have tried all of those steps and no change - still not connecting during setup.

Going to return the Charge 2 for a refund.

[jpodcaster]

Thanks Marco. Have tried all of those steps (including turning bluetooth off on other devices) and no change - still not connecting during setup.

Going to return the Charge 2 for a refund.

[MarcoGFitbit]

Hello @jpodcaster, I hope you're doing well. 

At this point I would like to recommend 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 further. In case you'd still like to return the Charge 2 and you purchased it through our store, check our Returns & Warranty site to know more about this process.