Fitbit Sense Needs Factory Reset from Watch - Unable to "Unlock from Phone"

[kmerry]

I have tried a bunch of YouTube videos and community step recommendations to complete a factory reset on my Fitbit Sense probably 40 times today with no luck. I have spent hours trying to do a factory reset using the left-side button with multiple timing options and I can only seem to reset the watch, not a full factory reset. I no longer have access to the old phone it was connected to and I am locked out due to accidental pin touches or lockouts from my Google Pay so can't reset through the app on the device. Since I no longer have the phone or app, I know the only option is a factory reset but can not seem to get it to work. Any other ideas or tricks for a complete factory reset?

[FatimaFitbit]

Hi @kmerry! A warm welcome to the Fitbit Community!

Thank you so much for letting us know about this situation and for all your efforts.

(Please be aware that a factory reset will delete the data from your watch).

• Do not plug the Fitbit device into the charging cable.
• Press and hold the button for about 8 seconds until the display turns off.
• After the display turns off, you will feel a short vibration.
• After that, please release the button and immediately press and hold the button again.
• Wait until the Fitbit logo appears that will disappear:
• Immediately release the button and then immediately press and hold it again until you feel a vibration.
• Release the button after you feel the vibration.
• This vibration indicates that you have started the factory reset.
• Try to follow 2x the instructions.

[kmerry · Accepted solution]

Unfortunately, these are the instructions from a similar post I have tried over and over. It doesn't seem to be registering the side button correctly. Any other ideas?

[FatimaFitbit]

Hi @kmerry!

Thank you so much for your answer and for your efforts.

Since you have tried the steps and your Sense still doesn't work, I recommend you contact support if you haven't already. Fill out the form. You will then be recommended some help articles. After that, you will be able to choose how to contact support.

[Rge]

On your watch swipe left until you find the settings icon( looks like a little gear) click on it then scroll down to About, then you’ll see the Factory Reset option. Click on that, wait about 5 minutes, then your watch will be ready to set up on your phone.