Sense 2 is locked and can't be paired

[bslack88]

Hello,

I seem to be having the same problem as a lot of people on here...my Sense 2 won't pair/connect because it says that it has been locked & can't be paired; this may happen if a device is reported lost or if a warranty replacement has been issued.

Neither of those options are true/happened, I got my device brand new refurbished and I am the only person who has used it.  I tried using the live chat feature on the Fitbit Help webpage, but the person I was talking to just left the conversation in the middle of it.  I've tried doing all of the normal troubleshooting including doing a hard reset and that still didn't fix it.

Moderator Edit: Clarified subject

[Guy_]

Hi @bslack88 - you will nee to chat again via the Fitbit App, Help & support section, Contact Customer support.

[MarreFitbit · Accepted solution]

Hi there, @bslack88. Welcome to the Fitbit Community Forums. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your new Sense 2 is still locked. I understand your concern, we're here to help you!

As our last resort, I'd recommend performing a factory reset on your Sense 2. To do so, please follow the steps below:

1. Don’t plug the Fitbit device into the charging cable. 
2. Press and hold the button for about 8 seconds until the screen turns off. 
3. After the screen turns off, you’ll feel a short vibration:
   1. When you feel the vibration, release the button and immediately press and hold the button again.
   2. Wait until the blue logo appears, then disappears:
      1. Immediately release the button and then immediately press and hold it .again, until you feel a vibration.
      2. After you feel the vibration, release the button. 
         • This vibration indicates they started the factory reset. 
         • After the Fitbit logo appears, the Fitbit device shows the image with the phone icon and setup indicator.
         • Open the app and try to setup the Sense 2 again to the account. 

If the above doesn't work, I'd advise the same as @Guy_, chat with us online or give us a call. Click here to get connected.