No voice assistant on new Sense

[Numotiv]

I have a brand new Sense on the latest firmware. When going to Today > Profile > Sense I don't have a voice assistant tile. I also don't have Alexa or Google on the watch it's self. 

I'm located in Canada (English) so location shouldn't be an issue. ECG works. 

Ive tried factory reset, unpaired and logging out and back in. Nothing changes. 

Support was zero help. They just copy and pasted the "Go to  Today > Profile > Sense" even though I sent a screenshot of my voice assistant tile clearly not existing. 

Thanks for any help. I'd like for my watch to work as advertised. 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Numotiv  anything in these articles help? click to see them

[Numotiv]

Unfortunately no. I have no "voice assistant" settings tile at all. 

[LizzyFitbit]

Hi @Numotiv. Welcome to the Community Forums. @Odyssey13 Thanks for your great help.

@Numotiv Thanks for bringing this to our attention, as well for every step tried on your own. I'm sorry you're having this experience with your new Sense. This is odd as both Google Assistant and Alexa are available for Canada in English. Even though you've gone to the Fitbit app > profile > Sense screen, have you tried tapping on Apps to see if the voice assistant apps appear there? Also, may I know the model of your phone?

In the meantime, please try the following steps to reconnect your watch to your account:

1. Remove the Sense from the Bluetooth settings.
2. Force quit the Fitbit app.
3. Restart your Sense.
4. Open the Fitbit app, tap your profile picture > Set Up a Device.
5. Choose your Sense, select Replace Device and follow the onscreen instructions.

Hope this helps.

[Numotiv]

Thanks for the reply. I have a Google pixel 4a. There are no apps on the watch either. I tried completely uninstalling the app, disconnecting the watch and doing the setup all over with the same results. 

[LizzyFitbit]

Hi @Numotiv. It's good to see you again.

Thanks for trying the steps suggested above, as well for getting back with the requested information. I've confirmed your Google Pixel 4a phone meets the requirements to use the Fitbit app and as last resort, please give a try to the following:

1. Remove the Sense from the Bluetooth settings.
2. On your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen, tap Force Stop and reboot your phone.
4. Uninstall and reinstall the Fitbit app one more time.
5. Open the Fitbit app and pull down on the screen to force a manual sync.
6. Try looking for the voice assistant apps one more time. Please note you can install one of them at a time.

If by any chance the issue persists, please share a screenshot of the apps available in the Fitbit app and attach it in your reply.

[Numotiv]

Still no luck. Here are the apps. 

https://ibb.co/y59VWXJ
https://ibb.co/G3TgBBR

[AquaJade]

I live in Malaysia, and the Fitbit Support says English is not the main language of Malaysia and therefore, I don't have access to Google Voice Assistant.  Wonder who in the Fitbit tech team gets to decide whether the citizens of a country speak and understand English.  

[Numotiv]

I find that frustrating as well in a different way. The US often gets things well before Canada even though we speak the exact language and are 3 feet away from them. 

I also like that the chat support told me they would email after talking to "higher support" and sent me a generic email saying it's probably not in my country....the one that's completely supported. 

Hopefully google pumps some well needed money into Fitbit customer service. Its almost on the level of satellite radio....(awful). 

[Numotiv]

Update: I completely reset my watch and paired with my wife's IPhone. Both assistants showed up. Reconnected to my pixel and they were gone again. Something is wrong on the android side. 

[SunriseRunner81]

I had my Sense less than 2 days, I am experiencing the same issues!  

[Numotiv]

I was able to figure out it wasn't working because my Android was rooted. 

I first tried my wife's IPhone and it worked. After retrying my Android and it still not working I unrooted it and now all is well. 

[LizzyFitbit]

Hi @Numotiv and @SunriseRunner81. It's good to see you around. @AquaJade Welcome on board.

@Numotiv Thanks for getting back with the requested information as well for your efforts while working on this. While I'm glad you were able to install a voice assistant app on your watch, I'm sorry for the experience that you've had with your watch and our Support team. Please know that your feedback won't be taken for granted as it'll help us to improve our services.

@AquaJade Thanks for the details provided. Before anything else, let me clarify that even though you speak English, Malaysia isn't part of the supported countries for Google Assistant or Alexa yet. I understand how much you'd like to use this feature and I'd encourage you to share this idea in the Feature Suggestions board so our developers can take it into consideration. I appreciate your feedback about your interaction with our Support team and your comments will be passed along to the proper team.

@SunriseRunner81 Thanks for joining this thread and if you've not done so, please give a try to the suggestions shared in this thread and let me know how it goes.

[SunsetRunner]

I struggled a long with the missing Voice Assistant on my brand new Sense (Firmware 44.128.5.49) and non-rooted Pixel 4a (Build RQ3A.210905.001). But finally it worked on a short way as described before:

• On your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
• Go back one screen, tap Force Stop and reboot your phone.
• reboot your Sense.

cheers

derron

[LizzyFitbit]

Welcome, @SunsetRunner. It's good to see a new face around.

Thanks for the detailed information and your efforts while working on this matter. I'm glad shared above the steps worked for you and I'm sure your experience will help other members. In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you can find great tips to live a healthy, and active lifestyle.

[Sanguine]

Me too! Is there any solution already?

[LizzyFitbit]

Welcome on board, @Sanguine.

Thanks for letting me know about your Sense and because your post didn't mention, may I know if you've tried the troubleshooting steps described in this thread? Are you trying to set up Google Assistant or Alexa? Also, have you made sure you're located in a country where this feature is supported?

In the meantime and if you haven't done so, please check this help article which explains more about the voice assistant feature and the requirements to use it.