Sense 2 - Ghost Device - I cannot remove old device to add new one

[RedRockRick]

My Fitbit account was migrated to Google.
My old Sense 2 is still attached as a ghost device.
The Fitbit iOS app shows it as synced but offers no option to add or remove a device.

How do I get in contact with Support to remove my old device from the server so I can add my new Sense 2"? I do not see any options to contact Support!  It just sends you to generic pages or the community for help.  I have a brand-new Fitbit Sense 2 that I cannot link to my account.  I have tried all the fixes on my end to no avail.  Does anyone have the email or phone contact to the support team to remove this device from my account on the server?  Again, my Fitbit account was migrated to Google.  I need service from the Support Team.  

[Guy_]

Hi @RedRockRick - click on the subject link of this email to get to your post in the forum and at the bottom, support, product help.

It would seem the migration may have gone wrong.

To check, logout and login with your original Fitbit account, if that doesn't work it means the migration has been done and there could be a problem with the account chosen because you should see your new device as before when you login with migrated account.

[LZeeW · Accepted solution]

@RedRockRick   I apologize if I misread your post.  I'm not sure what you mean by a ghost device.  You wrote that your app says it is synced.  This is the path to remove a device:

• Tap on the device/battery icon in the upper left
• Tap on your Sense 2 tile
• Scroll down to near the bottom of the page to System and tap on it
• Tap on Disconnect Device

You can't have two devices on your account at the same time.  The app will remove a device when you try to set up a new device.  Tap on the device/battery icon, then Add more devices.

If you see your Google profile picture or initials in the upper right of your Fitbit app, then the migration is complete.  A Fitbit account has a gear icon in the upper right.

If this doesn't help you, then can you add more details.

[RedRockRick]

Thank you for answering this post in a timely manner. I may not have made myself clear.  I migrated successfully. My Sense 2 went haywire, and I bought a new one.  I quickly tried to get the answer from ChatGPT.  Obviously, that did not work.  But I did get the correct answer on how to disconnect my previous Sense 2.  (the ghost device).  Thank you again.

[RedRockRick]

Your answer worked perfectly.  I really want to thank you.  I won't have to miss another workout without my device. I started this process with ChatGPT, and everything it told me to do did not work to remove the previous (ghost) device.  I fed your answer into my conversation with ChatGPT so that it could help the next person. Thank you so much.

[LZeeW]

@RedRockRick   I know I'm tooting my own horn, but I prefer real human intelligence over the artificial kind.  😉