Customer Service

[Prettybrwniiz]

Like many other users, I'm having trouble with my sense not receiving my notifications. I've contacted customer service several times to only be told it's being forwarded to a supervisor or a specialist and hear nothing back. I've gone through all their "to do's" which included factory resetting my watch only to have no help and no way to move forward. I left Samsung to come back to fitbit just because of the customer service I had previously with the charge 2. Now I'm upset that my watch isn't working and customer service doesn't seem to care. I feel like I wasted my money. 

[Guy_]

Hi @Prettybrwniiz  -  a combination of versions of the Fitbit App and particular phones [and their current version of firmware] may have specific issues.

As long as the watch is syncing with the phone it is generally not a watch issue, which narrows down where to look. It may be a bug as you will find others in the forum also not receiving notifications where it was working previously. Worth a look to see if there was a resolution.

Presumably you also followed the advice in How do I get notifications from my phone on my Fitbit device? and other relevant help articles.

[Prettybrwniiz]

Hello, 

That article you shared was not helpful at all. I have read through the forums of people having the same issue as I am. I've done the tips add tricks suggested in those. I was able to get my watch to get notifications one time and then it disconnected afterwards and hasn't worked since. That was when I decided to contact customer service which has gotten me nowhere. I'm not sure how it couldn't be a watch issue if several other people are having the same problem, no matter the operating system. 

[Guy_]

@Prettybrwniiz  - the Fitbit App is regularly updated and this brings certain issues with some phones and in some configurations.

Your watch is almost certainly fine if it is syncing.

To confirm this try the SimpleCheckUp app. This will tell you when you last synced and confirm if the watch is connecting to the Fitbit App, directly on the watch, so you will know better where the problem is.