Sense 2 says it is locked or awaiting replacement

[lrdavis89]

Hello there! Just as the title suggests, my device disconnected from my phone and upon trying to pair it, it tells me that the watch is locked or a replacement device is in the works. My watch works fine, and never requested a replacement...I just need it to pair to my phone again. They tell you that if it is an error to contact support, I did that THREE times and keep hitting a wall. Each time the representative tells me they are escalating the ticket to another department who will contact me via email. ...yet 5 Daud and I hear nothing through email. I know fitbit can reset the device remotely and that's all I need to get it to pair. Customer service is a joke!! Anyone else experience this and actually come out of it with a working device? I LOVED my fitbit but at this point, I'm about done with them.

Moderator Edit: Clarified subject.

[Guy_]

Hi @lrdavis89 - here is a link that may help How do I use the device lock on my Fitbit device?

Depending on how it is locked, you may have success if you install it again in the Fitbit App, failing that a button factory reset (not without risk) will fix it.

The message is generic and if you didn't replace it that part doesn't apply.

It is a good idea to make a note of any clocks or any special watch or app settings you use before the reset or replacement if necessary.

You can chat again via the Fitbit App, Help & support section, Contact Customer support fo help with factory reset.

[AndreaFitbit]

Welcome to the Fitbit Community, @lrdavis89. I'm sorry to hear about your Sense 2 and will be glad to assist. 

I checked and updated your case. You should get assistance soon. 

Thank you for the assistance @Guy_.