Sense 2 on-wrist calls aren't connecting

[DMI-31]

Sense 2 On-Wrist calling problem!

Ive got myself a sense 2 beginning of Jan 2023, I tried out the on wrist call feature (I enabled it via the Fitbit app) worked fine after taking 2 calls in (Jan) successfully but then I tried to test it out after and it showed the call coming thru my Fitbit sense 2 watch itself but when answering it on the watch it kept showing (connecting....) For a while, then failed after tho everything is on & it's syncing fine to my phone. 

I have unpaired my Fitbit from my Bluetooth list, removed device from my Fitbit app, cleared cache, cleared data, logged out of Fitbit, uninstalled Fitbit app, reset my Fitbit from the sense 2 device itself, paired them back up with my Samsung Galaxy A52s 5G and still struggling to accept calls as it keeps saying connecting...  I have added the app to unrestricted battery so it uses more battery then it been optimised / RESTRICTED

Any advice would be greatly appreciated

UPDATE: This issue is common I've read up on Fitbit community, fb posts and lots of users struggling with the call wrist feature... Fitbit, sort this out, I'm fed up of unpairing and repairing my sense 2, this is unacceptable!

Moderator Edit: Clarified subject and formatting

[Rich_Laue]

Un-pairing the tracker, is simply removing the tracker from the phones list of trusted Bluetooth Devices. The user will not be able to pair. Simply open the fitbit app, the app will ask for permission to connect/pair your tracker. 

For phone calls, I would try setting them up again. 

Also set the app to not optimize power. Some androids put the app to sleep when the app is moved to background. 

One thing to try, restart phone, then have someone call you. During a restart the fitbit services are loaded without the Fitbit interface. 

[DMI-31]

The things you have mentioned I have already done, yes I have set my app not to be optimized, but the last part where you asked to restart the phone and then let someone ring you straight away, if It did work, so obviously that would only work once everytime the phone it restarted, I am sure I did a restart and asked someone to call but it still didn't connect the call to the watch (only shows on the watch someone is ringing, you press accept but it hangs on the connecting message for a while then a error comes up saying "connection error")

Honestly I am not impressed why doesn't this work! Galaxy watches work flawlessly from what my family and friends have said but Fitbit struggles! 🤔

[Rich_Laue]

If it works that one time, it should continue to work even with the Fitbit user interface open. 

However If calls stop working after the fitbit app is moved to the background, or for Android swiped off the screen, we have some type of permission problem. (This is part of troubleshooting) 

If shutting the watch off, and turning in doesn't fix the issue, it is an issue with the fitbit app and the phone, 

Yes I understand when a watch (made by Samsung) who also makes the phone (again Samsung) things work almost flawlessly. I have a galaxy phone and watch, and yes do experience an hiccup. 

Unfortunately Galaxy watches do not work well with iOS and also have issues with non galaxy android phones 

Yes designing a watch to work with their own phone, running their branded OS, is a little different the designing a watch to work with many different manufactured phones for many companies, along with their own branded OS'. Many versions of android and several versions of iOS 

[DMI-31 · Accepted solution]

Something seems to have changed after I received my update to oneUI 5.1 yesterday

Before the update, it was strange whenever I was on to the Fitbit app , clicked on (on-wrist calls) both top selections used to have ticks on and the BLUETOOTH PAIRING was never ticked which the button at the bottom used to say FIX ISSUE (i think) but as of now, tonight I tested it, it shows as all fully ticked (just wanted to make sure it wasn't a fluke, I closed the Fitbit app in the background swiping up the app to clear it from background, loaded Fitbit app again and it's showing all 3 ticks) 

So I reckon it may work now? I have not yet had any calls recieved (just typical) but on that note I've had an email back from Fitbit tonight stating they may have known about this issue, I can screenshot it in my next reply message if you want to have a read?

[LizzyFitbit]

Hi there, @DMI-31. @Rich_Laue Thanks for your great help.

@DMI-31 Thanks for taking the time to troubleshoot your Sense 2, and sharing screenshots of the Fitbit app. I'm glad this got sorted out and so we can help other members visiting the forums, I'm going to mark your post as the Best Answer. If you want to learn more about this feature, you can always review this help article.

By the way, let me invite you to visit our Health & Wellness board where you can make new friends, create topics and find inspiring stories. Have a good one!

[Nikspa]

Has it been working ever since?

I bought my Sense 2 couple weeks ago, turned it on, updated to latest software version, paired with my S21+, worked for about a day and then disconnected for calls. Everything else continued working but I could never connect it for calls.

After the recent Fitbit update, they got connected again but only for about 15 mins and then the same disconnect.

I wonder if you got yours to work long term. 

[EllaWilmot]

I cannot connect my on wrist calls, it's won't pair. 
The watch pairs fine to Bluetooth but not the on wrist calls, in getting that frustrated with it that I'm thinking of going back to my apple watch and taking the Fitbit back. 

[Allih23]

This has been a problem the whole time I have had this watch. (Since December 2022) It almost always disconnects, I think I’ve been able to answer a total of maybe 3-4 calls in the 7 months I’ve had this device. Sense 2 also always disconnects from Fitbit app even though I always leave it open in the background on my phone, I have to go into the app several times through out the day to manually sync it if I want to make sure my info is current. I loved my versa 2 which is why I got this but very disappointed. I just recently bought my SO a galaxy watch 5 for Father’s Day and it’s great for him! I’m trying to deal with the sense 2 at least until Christmas so it doesn’t feel like a complete waste of money. I will be switching to Apple Watch though. 

I recently bought my SO the galaxy watch 5 and it has been perfect for him. I have had this same issue since I’ve had my sense 2 (since Dec 2022). Mine also will just randomly disconnect from the Fitbit app and I have to go in and manually sync throughout the day. He uses Samsung phones so I got him the galaxy watch 5 and I’m so impressed with him, it made me realize how awful this is and what I’ve been dealing with this whole time. I use apple phones so I am planning to switch to Apple Watch. It sucks because I loved my versa 2, I like the Fitbit app for the most part but it’s unacceptable to spend what these cost and not even have the functionality that is advertised. 

[Nikspa]

@LizzyFitbit what you marked as best answer doesn't really show what the solution is.

Please read the following comments and share with the fitbit developers as clearly there's a bug which disconnects the on wrist calls bluetooth communication.