Fitbit sense converted to Versa 3

[Poornodhaya]

My Fitbit Sense which was working fine till 31-dec-2022 suddenly stopped synching. I tried everything from the support forums. Then I saw today in the settings on the device that the sense was now showing as Versa3. Since it was not synching for quite some time and everything else had failed, I did a factory reset and tried to reconfigure. I tried reconfiguring as Sense and the device was not getting recognised. It would only show up as versa 3 and not sense. Looks like the firmware/software automatically converted my sense to a versa 3. As versa 3 the device is configuring fine, but how do I get my sense back ?

[Guy_]

Hi @Poornodhaya - it would seem you switched watches with someone by a mistake as they look alike, it would be quite easy to do.

To be sure which watch you have install the SimpleCheckUp app it will tell you.

If you have the original box there is a serial number and this can be checked with the online serial number for the watch you are using to confirm it was switched.

[Guy_]

@Poornodhaya- you can get the serial number you are currently using from the login to the dashboard then click on your device on the left hand side and the serial number is the numbers/letters after

"https://www.fitbit.com/settings/device/tracker/"  but they are not in the right order.

See here how to convert them to the right order So for instance the last 2 are the first 2 of the serial number.

[LizzyFitbit]

Welcome to the Community, @Poornodhaya. @Guy_ Thanks for your help.

@Poornodhaya Thanks for bringing this to our attention and the steps tried on your own. This is odd as the name of your device shouldn't change by itself on the Fitbit app. I went ahead to check your details and I noticed you already have a case created with our Support team. I'm sure they'll continue helping you with this matter, so please keep an open communication with them.