New Sense Device

[Cruzin01]

I cannot get the sense to pair with my phone S9+. I get as far as the code and it says paired but I am stuck on the screen where it says download the app. Nothing changes and then on my phone I get a screen that says turn Bluetooth off and then turn on, turn watch off and then on and finally call CS....CS is not available on the weekends apparently. 

[Converse]

do you have the watch on the charger while doing this set up I do believe you have to have it on the charger charging even if it fully charged.

[Cruzin01]

Yes we do have it on the charger when attempting to pair. 

[lablover55]

Wait until it is charged to pair..

[Converse]

@Cruzin01 

Let me walk you through the entire process of setting up your watch please follow along exactly.
Note: Make sure your phone Bluetooth is on before starting.

Note: please go check your wifi password make sure you know it correctly it is case sensitive so it important to know it.

1. Download the Fitbit app either from a iOS store or the Android store this has to be done on a Phone (I do see you are using your Samsung Gallexy S9+ make sure the android operating system is updated as far as it can go it has to be past 7.2).

2. Create a fitbit account.

3. Place the watch on the charger and wait until the watch is at 100% before you can move onto next steps Do Not Remove the Watch or Unplug it from the charger during the entire process.

4. Now that watch is at 100% you either already had a fitbit account or you just started one if you just started one it will walk you through adding the watch if you already had the account clik your Profile Icon in the app top left corner 5th column down says set up device click it.

5. At this point your watch will display 4 digit code add it to the fitbit app it should be asking you for the 4 digit code. I do believe this pairs the watch to your phone.

6. follow the the app direction it should be asking you to choose your wifi Network and then asks you to enter your wifi password (Thus my NOTE at the beginning).  After you correctly enter the Network for your wifi & your WIFI password your watch should have a green check mark if you did not enter correctly it was a big red X then it goes right back to the normal message of download app ect ect. if that happens top left in the app is arrow to step back one page do so then re-choose your wifi network then put in correct wifi password. when done correctly the app will say it downloading software or firmware or it loading now is the waiting game.. Again do not remove the watch from the charger!

7. it will say you can read on or use phone while this is happening I suggest you don't just be patient when it close to done it will say you can move on to the next steps.

8. next step I believe is setting up the sense controls will tell you go to Bluetooth and set up controlls  > go to settings > Bluetooth > Other Devices then pair the device sense controls. when you do this it will show a code and ask if you see it on the watch the code if so then the sense controls are now paired also.

9.The app next step will ask if you want set up on the wrist calls do what you feel like i choose to do so.

10. The app next step will ask if you want to set up assistant I choose my Alexa from Amazon it will take you amazon logging page so if you choose Alexa or google assistant make sure you have all your log in information. agree to every thing if you want it to work correctly the assistant stuff of your choice.

11. read all fine marketing info the spew at you.

12. In the Fitbit app go to apps you should get a message saying not everything finished installing. this should be the Sp02 tracker clik it to finish it install.

13. go back a step into the fitbit app and choose clock faces I would suggest a Sp02 face if that was something you wanted info on. I choose Sp02 Active but each their own. After you down loaded the watch face take it off the charger slap it on the wrist you want it on a wrist with no scares no birth marks no tattoo's as this will effect the watch. Enjoy your all set up I will still make small adjustments in the watch it self like  swipe the right clik the icon always on my personal choice next same place choose Screen wake automatic  again personal choice. I strongly suggest you go into setting and go to vibration and turn it on to strong. With my suggestions you watch batter life will be cut down to two days I find this very acceptable each morning when you wake up set your watch on the charger as you take your morning shower it should be fully charged and ready for what ever you throw at it.

[Rich_Laue]

WiFi has to be 2.5ghz however WiFi is not absolutely needed to setup a tracker. 

I did my setup during the 2 hour drive to work. 

[Converse]

@Rich_Laue 
During that set up of your's what did you enter when it asked for your network and wifi info?

[Rich_Laue]

Since I had no WiFi, I simply bypassed this step and did everything through Bluetooth. 

If at home, I would have had it search for my WiFi and entered the password. 

Please remember, as with most smart devices, you need 2.5 WiFi - 5.0 will not work. 

The last firmware I loaded through my WiFi. 

[Cruzin01]

It never even went that far...it would stop at the pairing stage. I am going to uninstall and start over from the beginning today

[Cruzin01]

I have followed the steps and it gets as far as #4 and then gives me an error. It does ask for wifi password. I get stuck in a loop of turn Bluetooth off/on and then turn device off/on and then contact customer service

[lablover55]

is bluetooth on?

[CammieMontana]

When I got my sense I had same problem. Called support still didn't work. What finally worked for me was to update app then update your sense. It automatically synced and added device to my fitbit app. Hope this helps. 

[Cruzin01]

I have completely uninstalled and reinstalled the app. I even set up a new fitbit account as I have owned previous fitbit. We are going to return this unit as we think the fitbut is defective.