Can't unlock Fitbit Sense

[mrfoulkes]

Hi,

So I got a Fitbit Sense two weeks ago and turned on PIN access so I could try the wireless pay feature.  Anyway, I think i was crossing my arms and falsely entered bad pin info more than 10 times so my watch now just says "Unlock with your Phone".  On my phone (Samsung Galaxy S20 FE) I went to Fitbit app, account, Sense device, Device Lock. Unfortunately the page was blank, nothing there to unlock or anything.  I deleted the credit card info linked to the wireless pay, no change.  I rebooted Sense by pressing button 10 seconds.  After reboot, it asks for my PIN (which I know).  After I enter pin it just displays "Unlock with your Phone" again.  I deleted the Sense device in the Fitbit app on my phone and tried to add a new one.  It connects with the Sense but when the app asks for the PIN shown on the watch, the watch just says "Unlock with your Phone".  I looked into doing a factory reset on the Sense, but I can only find instructions that work if the watch is unlocked.  Contacted customer support (#38788886) but they just pointed me back to instructions of what I had already done.

Anyone know how to do a factory reset on a locked Sense?

Thanks for any help,

Rich

Moderator Edit: Clarified subject

[USAF-Larry]

@mrfoulkes, you do not need to factory reset your Sense to unlock it. Follow the instructions in this help article to unlock it:

https://help.fitbit.com/articles/en_US/Help_article/2250.htm?Highlight=unlock 

[Rich_Laue]

If you remove the app from your Fitbit account, you have removed the option to unlock with phone. I don't understand why users keep doing this. 

[mrfoulkes]

Unlocking thru app did not work, Device Unlock screen was just blank.  Removing device was last option.

[Rich_Laue]

You have pinned yourself into a corner and will have to perform a factory reset. 

Please reach out to Fitbit. 

I still don't understand why remove the tracker from the app, when the user is told to use the app. 

[mrfoulkes · Accepted solution]

Heard back from Fitbit support.  Instructions for Factory Reset on Sense when device is locked are as follows.

1. Press and hold the button for about 8 seconds until the screen turns off. 
2. After the screen turns off, you’ll feel a short vibration:
3. When you feel the vibration, release the button and immediately press and hold the button again.
4. Wait until the blue logo appears, then disappears:
5. Immediately release the button and then immediately press and hold it .again, until you feel a vibration.
6. After you feel the vibration, release the button. 
7. This vibration indicates you  started the factory reset. 

I had to practice pushing the button until I could get really consistent.  About the 8th try I finally got it. 

[Rich_Laue]

Yes timing is very critical, we could have given the procedure, but thought it would be better to hear from them. 

[TharsisA330]

Thank you..thank you..thank you, mrfoulkes!!!! The button procedure worked on my locked up  Sense...back in business!!!

Most appreciated your post help!!

[Rich_Laue]

Please never remove a locked tracker from your fitbit account. Especially when it is telling you to unlock through the fitbit account/app. 

It really takes less than 30 seconds to unlock. 

This is why it is important to search the help docs. 

[aspexil]

It does not take 30 seconds to unlock. I tried to follow those instructions and all the fitbit app did was spin, failed to sync, rinse and repeat . Factory reset was quicker and you can bet I am not enabling the PIN lock again nor using the Fitbit wallet. This was a colossal waste of time dealing with a locked watch. 

[Rich_Laue]

Sounds like you had a second issue with communication. 

I've reset the password in less than 20 seconds. 

In any case, simply setting the pin lock for  fitbit pay only" will assure that you can use fitbit pay and never get locked out of the tracker. 

I'm glad the factory reset worked 

[Prdeeptmg]

I tried this procedure more than 50 times but not working

[DeeDee6363]

This still did not work for me. The main screen appears and the sense cannot be unlocked.

[ff_february]

Nice, it works. But the timing and need to release and press in the right time. In my case I have deleted my device in app, forget the account and the sense is locked. Fortunately it can be recovered with new account and this tips.

[Rich_Laue]

@ff_february I can't say that you forgot your account when I see that you are posting through a fitbit account that was created in October of 2020. 

I would check your browser's saved password and you a oils be able to get your history back. Or log into www.fitbit.com

[Javba]

I can confirm that this method does work. However between the sometimes not responsive non-physical button, as well as the accuracy of timing needed you would have to try several several times. I finally took the tab off a can and started using that to press the indentation of the button which somehow produced more reliable button presses therefore I did manage to reset the device.

[Rich_Laue]

If one only enabled the pin for fitbit pay, one should never need to do this type of factory reset. 

Set the pin for Fitbit Pay only.