Can't get Alexa to hear me on Sense

[JustLlama]

I am really struggling to get Alexa to work reliably on my wife's Sense and her hand-me-down Versa2.

I am able to connect the Fitbit to my Amazon settings and I see the devices in the Alexa app device list, but I don't think the watch is actually hearing my request.

Can someone that uses Alexa on either their Sense or Versa2 help me out?

I am able to initiate Alexa and she says she is Listening, but both watches just tell me "Try asking Alexa blah blah blah".  Am I supposed to hold anything while I am talking to let her listen or are both of our device mics just not picking up our requests?

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Hi @JustLlama. It's good to see you here in the forums.

Thanks for sharing that you were able to set up Alexa on both Sense and Versa 2. Let me help you with this matter. Before anything else, let me explain that after tapping on the Alexa app of your watch, you can start asking your requests. If by any chance you're prompted with the suggestions of what you can ask, you'll need to tap the Alexa icon at the top and once your watch vibrates, you can ask your requests. On the other hand, if you recently went swimming or got your watch wet, please wait a few minutes for the microphone to dry, then try again to use your voice assistant. Also, make sure the Fitbit app is running in the background so your watch can keep syncing.  

If nothing happens after saying your request, I'd recommend to log out from your Amazon account in the Fitbit app, restart your watch, set up Alexa in the Fitbit app and try using it one more time.

Let me know how it goes.

[hdeshotel]

I completed the steps you suggest above, but when prompted that Alexa is listening, I say a command, it tells me it's thinking, and then goes back to the screen where it gives me the list of what I can ask. 

[JustLlama]

Never worked for me, even after the above suggestions, so we just stopped trying.

[hdeshotel]

Great, don't you just love spending money on things that don't do what they promise? Thanks for letting me know.  Hopefully the moderator will respond with some other suggestions.  I wondering if it is a problem with the microphone.  

[LizzyFitbit]

Hi @hdeshotel, welcome on board. @JustLlama, it's good to see you here in the forums.

Thanks for taking the time to share your feedback about the Sense. Our team strives to improve our products and services, and I'm sorry you've gone through this experience. Every feedback shared by our members never goes unnoticed as it'll help us to evaluate and improve our procedures, so be sure that yours won't be the exception.

@hdeshotel, thanks for trying the suggestions posted above. To further investigate, may I know the model and OS/software version of your phone? Could you confirm if the Fitbit app was running in the background when using Alexa on the Sense? Is your watch syncing correctly? Please provide me with this details so I can continue helping you with this matter.

I look forward to your response.

[hdeshotel]

Hello. I am using a Samsung Galaxy S10e with Android software version 11.  Yes the fitbit app was running when I tried using Alexa and my watch has been syncing correctly.

[LizzyFitbit]

Hi @hdeshotel, I hope you're doing well.

Thanks for getting back with the requested information. I've confirmed that your phone meets the requirements to get the Fitbit app and your Sense features working correctly. Because the issue persists, I'd recommend you to get in touch with our Support team so they can evaluate your watch's behavior and provide you with further assistance. Click here to get connected with them via chat or phone.

[Silhouette21]

I’m having the same issue. Did they get it solved for you?

[hdeshotel]

not yet, the last thing I was instructed to try was to call or chat with the support team,  but I haven't had time to do that yet.  I'll update the post once I do.

[LizzyFitbit]

Hi @Silhouette21, welcome on board. @hdeshotel, it's good to see you around and thanks for helping our new member.

@Silhouette21, thanks for joining this thread. If you've tried the suggestions posted above and your phone meets the requirements, I'd also suggest you to contact our Support team so they can help you with this matter. You can get connected with them via chat or phone by clicking here.

[hdeshotel]

I finally had some time to get on the phone with support last night. They ran me through a few steps like shutting down the fitbit and restarting, checking all notification settings, and resyncing the fitbit, but nothing worked.  They asked if I had recently been swimming, but other than it getting wet from sweat while exercising and cleaning it with damp cloths, I've never submerged my sense in water.  They asked me about my purchase date and where I purchased it from to see if I was within a year of purchase.  My issue has been forwarded to another team where I received an email stating they are aware of my microphone not working and asked me to be patient while they work to resolve it.  I'll update the post once a resolution is given to me, but I'm thinking it will either need repair or replacement. 

[LizzyFitbit]

Hi @hdeshotel, I hope you're doing well.

Thanks for keeping me posted and I'm glad you're receiving help from our Support team. Your case is on good hands so please follow up with your email case should you have any further questions so our team can help you with them.