How do I unlock my Sense from my phone?

[cberrjai]

Unlock sense device from android phone moto2025

My device is locked. 

I see a red phone warning on my device, says, unlock from phone. 

There is not an area for me to unlock or change pin/ lock number.

My device still runs alarms on the device.

I "cannot" factory reset , the device is locked 

I cannot uninstall, reinstall as a set up from my phone, because, I cannot see and numbers due to the device being locked..

I have no option to reset anywhere on my phone app

Moderator Edit: Clarified subject

[LizzyFitbit]

Welcome to the community, @cberrjai.

Thanks for your efforts and looking for other steps to get your watch unlocked. Based on your post, it seems your Sense is still connected to your account. If that's correct, please give a try to the following steps in the given order:

1. Open the Fitbit app and tap the Today tab.
2. Tap Devices at the upper left corner.
3. Tap your device image and then Device Lock.
4. Find the option to reset your PIN code.

Please note that after resetting your PIN code, you must add your cards to Google Wallet as if you were setting it up for the first time.

[becknz120]

I have the same problem but when I do to the device lock and it will not reset with a new 4 digit pin also my sense tracker is not tracking my steps correctly. Help please

[LizzyFitbit]

Welcome on board, @becknz120.

Thanks for joining this thread and trying the steps suggested above. To work on this together, may I know if your Sense is still connected to your account? I'm asking this as if not, it won't be possible to unlock it or get your steps tracked correctly.

Assuming that's your case, I'd like to get you connected with our Support team so they can evaluate what can be done to bring you back. Because I need additional information from you that would best be shared privately, I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.