Can't connect Sense with the Fitbit app

[Derek99]

Hi, I'm using a Samsung M13 running Android 14, One UI 6.1 and Fitbit Version 4.28.

My Fitbit Sense stopped syncing with my phone and I've tried all the fixes listed up to uninstall app and factory reset the watch, still no joy!

The sense is now saying 'download the app' in various languages and when I try to add a device in the app it keeps saying 'there's been a problem retry'. Interestingly my phone has a pop up saying Fitbit Sense found ....install! (which just hangs when you try)

Can anyone help please?

Moderator edit: clarified subject.

[Silvertiger62]

9:52 AM

I apologize, At this time, there is no specific time frame but rest assured that our team is working hard to fix the issue as of this moment.

Just spoke to customer service on this issue this is their reply 

[Spideewaite]

Same problems with my fitbit. Here is hoping for a quick fix time on the app. 

[PFCgourmet]

Same problem that around 10.20.24 my Sense stopped synching. The messages I get when trying to pair with my phone is "An ap is needed to use this device" and then going to the "?", it says, Couldn't Connect LE (low energy)--information is not helpful at all. Despite all the fixes posted in this and other questions about pairing/synching, nothing works so it must be the app as many have already indicated. Is there a central place to log a complaint to encourage faster work to correct the update?

[Silvertiger62]

9:52 AM

This the reply I got off customer service yesterday. I don't think they are rushing to fix the problem. It don't make sense as the app works on the I phone but not on android which Google use.

I apologize, At this time, there is no specific time frame but rest assured that our team is working hard to fix the issue as of this moment.

[Derek99]

Hi all,

I had an email response fron Fitbit Customer Care this morning confirming all version 4.28.2 is coming out this week to fix the sync problem. Let's hope so and be good to hear from you if you get it and it fixes your problems.....good luck!

[adeevans]

so ive updated on wifes samsung now on v 4.28.2 - guess what piece of crap still can't find the watch

[Ant14]

I was advised by Mod that syncing issues are fixed. Users need to download Fitbit App version 4.28.2 (Android)  and all should be fine. I am unable to locate this in Playstore, has anyone else managed to download it and confirm the syncing issues are resolved?

[adeevans]

as advised ive got that version downloaded about 30 mins ago restarted phone a couple of times restarted watch a couple of times, managed to get the sense controls to pair, but in fitbit app click add smartwatch - choose sense - and exact same message as before they really are fing useless - phone is now defo running 4.28.2 - updated today as per the list of apps on phone. same old - Something went wrong - an error occured. Please try again. Exit or try again.

version 4.28.2 fitbit

#please ull this version from playstore and the previous one and roll back you useless shower of cowboys.

Moderator Edit: Personal info removed

[Ant14]

I have just downloaded Fitbit App version 4.28.2 (Android)  and have exactly the same issue with syncing as before. This is beyond a joke. No doubt it will now be back to zero updates, zero timeline etc. I bet they are still taking the money for Fitbit Premium though.

[BrokenF1tb1t]

Same as everyone else, app update accomplished nothing. Samsung a13, inspire 3. Thanks for starting this thread. Unfortunately given that I had to stumble upon this thread to find out the issue, instead of fitbit emailng an update when the issue was discovered, it doesnt seem that they are interested in fixing it. 

What alternatives to fitbit are folks switching to?

[Silvertiger62]

Hi I  talk  to customer services this morning about the update 4.28.2 still don't work they are working on the fix again I asked how long is it going to take they said they don't  know. I am using samung a13 checked with that the software I got on my phone will work they said yes. On switching it all according what you use your smartwatch for and the price you are willing to pay.

[rvwhalen]

As with many others, I got the update this morning and it still won't connect to the watch.

[Silvertiger62]

Hi rvwhalen

It's going to be a long wait until they sort it out their don't seem worried.

[PFCgourmet]

Similar to others, the new app didn't fix the problems.

[Derek99]

Hi all,

No surprise then that I've now got the update and the same as you no joy?

I've replied to the customer care team as before and will let you know if any news comes back.

[TimQ]

I tried the steps suggested and have not been able to sync my Sense (128.6.17) to my Galaxy A13 UI 5.1 Android 13.

My friend has same sense and unable to sync Sense with Galaxy A10.

I have tried all the steps including factory resetting Sense tracker and even tried new Sense 2 tracker to Galaxy A13 with same results.

The same Sense tracker was able to pair and sync to my IPAD, but this is not a good solution since it is not mobile device.

It has been over a week...help!

[Silvertiger62]

I don't understand why is it working on ios (I phone) as  Google is Android they should pull they fingers out. Not just fob us off and  don't tell us when it's going to be fixed. They have released a updated 4.28.2 which still don't work why can't they roll back the update. They didn't even tell anyone about the problem until people contacted customer service. It's no good buying another fibit or pixel smartwatch it works on the same app.

[Derek99]

Hello TimQ, 

Sorry to hear that you are also affected by what seems to be a very widespread problem now involving many faithful Fitbit users. I had a response this morning from the customer care team that they were aware of the (ongoing) problem and working on a fix. 

Not sure there is much else any of us can do now but wait.....or decide to leave for other, perhaps more stable platforms.

I'm now using an old Surge I found in a drawer that will connect still so I'm in the dark ages, but still working, just.

It would still be good to any good news anyone has when/if a new release is delivered. Thanks all.

[ACopey]

Hi I'm having the same problem. My fitbit has been down for a week now and still not connecting. Had an update on my app today saying its a problem with Android phones. £150 wasted. Watch is less than a year old. Trying to get a refund from where I bought it.

[TimQ]

Hi Derek,

I just found an update available on Play Store for my Fitbit application. I applied the update and now able to pair my Sense to the Galaxy A10 and A13 devices running Android 🙂

I hope this solves your problem also.

Thanks