Sense: Connection Failed

[rakespaña]

So changed my phone today. Now cant get my Sense to connect to the app. Have deleted with device from the app. Cleared all bluetooth connections that relate to the Sense. Im logged into the app and go to add new device. It finds the Sense. But cant complete the connection. It then takes me to the "turn off bluetooth, restart the sense, blah blah blah......i do all that....and I STILL cant connect it. 

have restarted both device and Sense 9 times and nothing. 

Note 8 and everything is upto date.

Driving me mad

[Julia_G]

Hi, @rakespaña , do you still have your old phone and have you checked the bluetooth connections (not Fitbit app) there?

The Sense can only connect to one device at a time.  If you still have your old phone I would suggest going to its bluetooth settings (not Fitbit app) and choosing delete / forget so it is no longer attached to your old phone.

Assuming it is all disconnected from your old phone, make sure the old phone is off.  Then if it still is not connecting to your new phone, please set it up as a new device.  

On your new phone click on account (that’s the person icon top left on the opening screen) and scroll down to set up a device.  Choose “Sense” from the drop down list.  It will say, “You already have a Sense connected to your account.  Do you want to replace it?”  

Confirm that you do - you will not lose any data doing this - and follow the instructions from there.

Hopefully this will get you set up on your new phone.

please post again if you continue to have difficulties.  There is always someone here to help.

[rakespaña]

Appreciate the detailed answer. Thanks. My "old" phone was switched off. I have given up on my "new" phone which is actually an "older" phone. And gone back to phone that originally worked and Sense and App was set up in seconds. Zero issues.

So original phone is S10+ (old phone), the new phone was a Note 8. Was trying to use the Note whilst the S10 goes off for a new screen. 

Once again thanks!

[Rich_Laue]

First thing to note is that a user does not want to remove a tracker from their Fitbit account when changing phones. Simply log into your Fitbit account and accept any requested permissions. The tracker should sync. 

Now if the Fitbit app can not connect to the new phone, the worst thing to do is remove the tracker. You do not have a setup problem but a sync issue. 

I would go through the sync troubleshooting, then the setup troubleshooting.