Sense Controls won't pair to Google Pixel 3XL

[RachealHan]

I have been trying since the update to use the new Sense features. I bought the Sense over the Versa 3 specifically for the phone features. I need to be able to answer calls and use Google Assistant. Currently I can't do either. 

I get the Sense to pair on Bluetooth, but the Sense Controls is a hit of miss if it shows on Bluetooth available devices. Even when I do get Sense Controls Bluetooth connected, the watch still won't pair to it. It says waiting to pair for a long time and then goes back to me sliding bar over to allow for pairing.  I've never been able to get it to pair. 

I have tried everything from restarting phone and fitbit, removing and deleting app again, removing Sense from app and re-adding, and all basic bluetooth troubleshooting. I chatted with an agent and they did not fix it either. 

I am soooo disappointed. I cannot afford to get another watch or not have this one work for the reasons I bought it. 

PLEASE HELP!!! 

[Rich_Laue]

Hi @RachealHan you should not have been able to pair the sense. The Fitbit app will ask for permission to pair the sense. 

May I ask what phone model you are asking for help with? 

Under Bluetooth of the phone. 

Does the Sense controls show up as a paired device? 

Or does it show up as an available device to pair? 

If it is under the paired devices, this is what you want. You will not be able to manually connect. 

Let's leave this and look at what is happening between the Fitbit app and the Sense. 

Do you get a notification of a receiving call? This is the first step when setting up call answer. 

Once you get notification of a call. It may take a second or two, but you should see the option to answer and talk from the wrist. 

Have you looked at the setup guide . 

[RachealHan]

Thank you for replying. 

I currently have Android 11 OS on Google Pixel 3XL. 

I have the Sense Controls showing paired on my blue tooth, but the Sense Controls won't connect under Settings on my actual watch. The microphone is turned on. I am able to receive a test call, but I just can't talk on it or use the Google Assistant even though Microphone is turned on. 

Chat said it was because the Sense Controls on the watch just keeps saying allow to prepare, waiting to pair..., Or try again to pair. 

[Rich_Laue]

What do you mean by the sense controls won't connect. What happens with an incoming call? 

If the phones Bluetooth shows the controls as paired and on the sense controls, it shows as paired. You should be set up. Your sense controls, on the phone, and on the tracker will almost never show as connected.. 

[RachealHan]

On my phone's bluetooth available devices, it shows Sense and also Sense Controls. It always connects easily to just the basic Sense watch, but the Sense Controls only sometimes shows. But the other issue is that even when the Sense Controls shows connected as bluetooth on my phone, it will never connect on the actual watch. 

It always says waiting to pair when I slide the button that says Allow to pair to phone. It either just sits at waiting to pair or eventually says cannot connect. 

I can receive an incoming call, but the microphone will not work for me to actually talk on it. Due to the microphone issue, Google Assistant also does not work. It's like it doesn't pick up any sounds or broke. 

The watch has never been damaged and has never even been put in water. That's why I have become so frustrated. I didn't know if a ticket needed open or a replacement due to the microphone won't connect or even work at all. 

[Rich_Laue]

If your tracker shows waiting to pair. 

• Remove the Sense control from the phones Bluetooth. Will not pair to phone if phone already trusts the controls. 
• Tap the Sense Control on tracker. 
• You will see waiting to pair. 
• Go to the phones Bluetooth. 
• Have the phone do a Bluetooth search of you do not see Sense Controls as available device. 
• Confirm the number. 
• You are setup. 

[RachealHan]

I have done that so many times. It never works. The microphone I believe is the issue.

I wanted to provide my steps as well for all details.

I have uninstalled app, turned off bluetooth, restarted my entire phone and then tried again. Still did not work.

I have shut down the watch, restarted the watch, and deleted it from my app and re added it. I've done that process before and after installing the Fitbit app again.

The microphone is turned on and been turned off and on numerous times.

It just keeps saying Sense Controls waiting to pair and then either gives error or switches back to allow to pair.

Google Assistant does as active, but since microphone does not work, it's been useless. I've even turned this on and off so many times.

It does receive calls, but I cannot talk back to the person calling. All notifications and permissions have been turned off and on multiple times as well.

I am hoping all these details help!

[Rich_Laue]

That is the way to do it. The Fitbit app is not needed to pair sense controls. 

As for the microphone, you may need to contact support if a shutdown if the tracker doesn't work. 

[RachealHan]

What is the most efficient and best route to contact their support team? 

[RachealHan]

Thank you again for all of your advice and assistance! 

[Badwolf421]

I had the same issue with the same phone, try going to pair new device and pick sense control, and that worked for me. If you just click on sense it won't connect.