Continual issues with Sense 2, app AND Fitbit customer service

[KatieE29]

I am so upset and stressed at the situation I am in. Live chat has been made unavailable to me despite knowing it is working for friends/family, and I was spoken to disgustingly by a member of staff on the phone.

Does anyone else have issues getting their sense 2 to sync? I get a notification to my iPhone X almost hourly to tell me “one or more apps were unable to update/install, please try again” I presume every time it tries to sync. I have followed all trouble shooting advice to now be told I can have a replacement. However, it will be refurbished? I don’t think this is fair.

Has anyone else had similar problems? I am still within the 45 day period as it was only set up on 24th March so I am very close to saying I expect a full refund and won’t be using Fitbit again. I’m so upset by the whole situation 😞

[Guy_]

Hi @KatieE29 - you are right, don't trade in a new watch for a refurbished one, the refund is the obvious choice.

In any case you might like the cheaper Sense which has features the Sense 2 doesn't have and a more detailed display of information.

However if you stay with the watch, the problem isn't the watch.

In the Fitbit App, Gallery tile check if there is a clock face or app that has an update, especially ECG. Install the update manually which may fail with no internet connection.

In this case see No internet connection even though the phone is seemingly connected to the internet. 

[KatieE29]

Thank you so much @Guy_ , of course they haven’t offered a refund but if it gets to that point I will have to push for it. I am simply not prepared to have a refurbished watch when I paid for a new one.

The issue is I really like the clock face that came with the sense 2? Plus my mum has exactly the same and yet isn’t receiving the notifications that I am? Admittedly her phone is a few years newer, but mine is an iPhone X which I have been assured is compatible and shouldn’t cause issues?

Do you have any other ideas? I’ve tried everything! 😞

[Guy_]

@KatieE29 - for notifications to work the phone must be nearby and syncing and the watch enabled in the watch Quick Settings.

Of course setting up notifications can vary depending on what one is wishing to receive and the phone.

If in the Fitbit App, the device notifications and inside, App notifications, is setup correctly, it should work, but it might need show previews or notification mirroring set on as well as run in background.

You might find useful pointers in this article 

How do I get notifications from my phone on my Fitbit device?

[KatieE29]

 

Hi, @Guy_  thanks again, notifications are working on my watch fine, the issue is I keep getting this on my phone (see screenshot).

I’ve also now done some digging and can’t get the ECG app to work on my watch, it says “can’t find phone” despite the phone being in my hand! Could this be the problem?