Sense 2 ECG app can’t find phone.

[GerryDavey]

I bought two Sense 2 watches on Monday 27/11/23.

My wife’s watch is working correctly, whereas with mine the ECG app just shows can’t find phone. Both watches are connected to identical iPhone 13s. The only differences are that:

1. I started the free trial of Fitbit Premium.

2. I accepted the option to migrate my Fitbit account to my Google account.

Does anyone have any ideas on how to get the ECG app working?

The only advice from Fitbit was to uninstall the app and watch. Then carry out a factory reset and full re-install. I have done this several times.

I also found a previous thread on this forum, which suggested switching off WiFi, I have done that, but it made no difference.

I have also now found that my account is now inexorably locked to Google.

Please help!

thanks, Gerry

[Guy_]

Hi @GerryDavey - this can be phone related also possibly the syncing problems of the new Fitbit App, so this might be worth a try.

Remove the watch Bluetooth entries from the phone.

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. This step is important.

Make sure there are no other devices running the Fitbit App switched on or other watches on or old watches in Bluetooth of your phone.

Restart the watch with the button

Login and wait for any pair, link or Fixit prompts and sync.

If necessary run the "Set up a Device" and replace and sync.

[GerryDavey]

Hi Guy,

I have done that several times with both Sense 2s. Whenever I connect them to my phone the ECG app fails. When I connect them to my wife’s phone they work perfectly.

My phone has enabled the Premium service and I have also opted to use the Google sign in. On my wife’s phone she is running stock Fitbit app. I am convinced that it is either the premium service or Google sign in that is causing the problem.

[Guy_]

@GerryDavey  - yes there can be downsides to the Google account, it is unlikely to be premium related, but stranger things!

Presumably your language and phone & settings are the same.

You can always chat via the Fitbit App, Help & support section, Contact Customer support if another user cannot offer assistance.

[GerryDavey]

Hi Guy,

No change of language or location. 
I have tried going through Fitbit support. Their advice was the same as yours, fully uninstall and reinstall. As I said, tried that many times.

Gerry