Brand new Sense 2 won't pair

[GreggCF-itbit]

Original Sense suddenly stopped syncing with my Galaxy 21 Ultra. Everything still worked, just wouldn't sync. So 45 minutes on phone with customer service and they instructed me to factory set the watch, no worrries about losing information. Oops. The watch would not even pair any longer, so now I had a brick on my wrist.

They provided a discount on a new watch, bought a Sense 2 and even paid extra for faster shipping as....I had no watch. Just got it today and have now spent 2 hours with customer service since it, too, won't pair.

I'm told there's an update coming to the app which should fix the issue....but the update will not propagate out for another 5 days, hopefully.

First, anyone else have pairing issue with a Samsung watch? Second, IMO I've experienced bad Fitbit company service and when I asked how do I file some type of company dissatisfaction, customer service told me there is no number to call nor address to email -- which is ridiculous. Anyone know contact information?

I've owned Fitbit since it was that little black band with just a couple of lights on the side. This is the first time they have let me down, and bricking my Sense (sure, wouldn't sync, but still worked otherwise!) then sending a new watch that doesn't appear to work with the app is just ludicrous.

[Guy_]

Hi @GreggCF-itbit - the non syncing issue is more likely phone [or Fitbit App] related.

Try Logout of the Fitbit App and swipe off the active window and in Android clear the storage cache and force stop it and then restart the phone.

Make sure there are no other devices running the Fitbit App switched on.

Revert back to your Sense which is the better watch if you can get it working and if it is otherwise working fine by removing all Fitbits from your phone's Bluetooth.

Restart the watch by holding the button for 10 seconds till it vibrates and the logo appears and wait for it to start.

Login and click profile photo and "+ set up a Device" and replace. This presumes you never installed the Sense 2.

[GreggCF-itbit]

Together with support on the phone we tried everything you mentioned. No actions that we took ended up pairing the Sense with the phone, though (syncing not even an issue, yet). I've uninstalled the app half a dozen times on the phone, restarted the watch probably after every 8 or 9 or 10 failed attempts at pairing.

they had suggested trying to pair with a different device such as my tablet. I thought that was a stupid idea as I wouldn't be carrying around my tablet everywhere like I would with my phone. However, I did try that this morning, but saw the same results. 'Sense 2 found, enter 4-digit code from watch...'. Nope, doesn't pair with the tablet either, 'Try again.'

Has to be either a defective watch, or the app itself is now defective. Either way I'm ____-out-of-luck. Looking like I may have to make use of the 45-day return policy and will need to find another watch brand that (hopefully) offers many of the same features. What a shame, been a Fitbit user almost from its first days.