Sense 2 is locked and cannot be paired

[alexandermanuel]

My Fitbit disconnected and attempted to pair it to my phone several times until I received a "Locked Device" error message (i.e. "This device has been locked and cannot be paired..."

How can I fix this? I attempted to do a Factory Reset and now my Sense 2 is in "Connecting" mode with a circle indicator going round-and-round..

Moderator Edit: Clarified subject

[EstuardoFitbit]

Hey there @alexandermanuel, welcome to the Fitbit Community!

I really appreciate you taking the time to share this issue and all the steps you've already taken. Thank you!! 

The first step I typically recommend is to sync your device. Since that doesn't seem to be working, can you confirm if you see an update banner when you tap 'Sync Now'? If that is not the case, please try this:

1. Tap the devices icon in your Fitbit app (top left corner).
2. Select your device.
3. Tap "Gallery."

The app should then prompt you to install any missing apps and complete the recovery process. Let us know if that works!

[alexandermanuel]

Thank you for reaching out, I am quite frankly surprised that anyone actually responded so I have not given up all hope that I can resolve this problem. 

The instructions you provided do not apply- my Sense 2 is not connected to my cell phone, and I have initiated a factory reset. It is impossible for me to pair the device because for some reason the device is now locked, and my Sense 2 screen just shows the word "Connecting" with a circle as illustrated below.

The phone gives me a message that says Locked device: This device has been locked and cannot be paired.

\

It seems the solution would be for you to somehow "unlock" my device. I don't know why you guys locked it or why it was locked- but I can no longer use my Sense 2. 

Any assistance you can provide would be greatly appreciated.

----

I think the solution is to "Unlock" my Sense 2 (only you can do that). I can prove my Sense 2 is mine, not stolen, not lost, etc.. Let me know if you need a copy of my purchase receipt, or whatever information you need from the device. 

[EstuardoFitbit]

Hello there @alexandermanuel, thanks a lot for the updates about this issue! 

I get what you're saying about unlocking your device, but we don't have the ability to manually unlock it on our side.

We can try another way to factory reset your device. Let's try these steps:

1. Hold down the button until the screen goes black and starts flashing.
2. As soon as it flashes, let go and hold the button again.
3. Wait for the Fitbit logo. When it disappears and flashes again, release and hold the button again.
4. When the Fitbit logo shows up, let go and wait for the watch to finish the reset.

[alexandermanuel]

This is a completely useless answer- the device is LOCKED! I've already done these steps and it did exactly NOTHING to change the ability for the device to pair.

Obviously Fitbit should have the ability to unlock the device since your algorithm is what decided to lock it in the first place, and the instructions on my screen say ro contact support. If you are saying that support has no ability to unlock a device, the message on the screen should instead read "Thank you for the money sucker- enjoy your bricked fitbit!"

Why did my device get locked after I attempted to pair it with my phone several times? It was working great, then all of a sudden it's locked. Are you saying that  if I were James Park (CEO of Fitbit) you would give him the same lame "sorry, nothing we can do" response? I seriously doubt it. There must be someone at Fitbit who can unlock my device, it's not a "Technical" challenge but a "commercial" one since I'm getting a giant "we don't care, go away" vibe.

[EstuardoFitbit]

Hey there @alexandermanuel, 

I understand your frustration and why you're upset about all these troubles.

Please note that my only purpose here is to help you. Keep in mind that what I've suggested is the manual way to erase all the information your device has stored, which includes any security methods, apps, data, or anything else. I think it's important to mention that this issue arises from entering the security code incorrectly too many times. We do not deliberately or proactively lock devices.

Since you've already tried that, please fill out this form, and a representative from our Customer Care Team will contact you as soon as possible to determine the next steps.

[alexandermanuel]

My frustration stems from the difficulty of enduring the consequences of having my device Locked by fitbit (something in your algorithm triggered the lock), then having no suitable plan for customer support when the app specifically sends consumers like me to customer support.

I completed your form and received "support" from your escalation "A-Team" at fitbit,  which was basically someone else at fitbit telling me to factory reset my device 🙄. Spoiler Alert... it didn't work! My fitbit is still locked. 

But wait...it gets better! I prepaid for 1-yr of Premium service I won't be able to use (since you locked my device) and requested a refund for the remaining year... guess what... NO REFUNDS!!! So you've basically locked me out of my fitbit, you have no plan to unlock it beyond endless suggestions of factory resets (which we both knew wouldn't work), and you get to keep 6-months of unusable Premium service after you locked my device. Got it! 

Any other suggestions? Should I try to Factory Reset my Sense 2 again? Who knows, maybe the 18th attempt will work 🤷‍:male_sign:.

[EstuardoFitbit]

Hello @alexandermanuel,

I understand your frustration with the locked device and the support experience.

I want to clarify that Fitbit doesn't intentionally lock devices, the lock resulted from repeated incorrect PIN entries, a security feature you initially set. Unfortunately, we lack the tools to manually unlock devices, making a factory reset is our standard recommendation.

We acknowledge your dissatisfaction with our support team's final decision and the refund policy. I regret the factory reset didn't solve the problem and that we cannot offer a refund for your Premium service.

We value your feedback and will use it to improve our processes. Thanks a lot for your comprehension and have a good day! 

[alexandermanuel]

My friend... you can't make this stuff up! I just received an email from your tech support saying my unit was locked by fitbit because of suspected fraud. This has gone from comically incompetent to all-out ridiculous. I give up! Time to find an alternative provider (there are only hundreds to choose from). I've wasted enough time on this, thanks for trying all the same.