Sense controls won't stay connected

[goofy14you]

I am so disappointed in this.  I bought the Apple Watch and was not totally sure I would like it with all the apps and such.  So I took it back and went with the Sense.  Now I am thinking I made a huge mistake.  I had the fitbit HR2 and absolutely loved it.  I was ready to upgrade.  Well I am thinking this was a bad idea.  My sense will not stay connected to my Iphone.  for whatever reason it always loses connection with the fitbit controls, so no notifications.  Then I am so disappointed that in order for me to get music on my watch, I have to pay for another subscription.  I already have Amazon and I have a huge library on itunes, so I really do not have a need for a music subscription.  Are there any fixes for these issues yet?

Kendra

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Hi @goofy14you, welcome to the Community Forums.

Thanks for bringing this to our attention and for your feedback. I'm sorry for the inconvenience that you've experienced with the Sense. Before anything else let me explain that the Sense Controls will connect automatically when you receive a phone call, however it's okay to see it listed as “Not Connected” in the list of Bluetooth devices on your phone during the rest of the time. Because you mentioned that the notifications aren't going through, do you refer to the phone notifications or all of them (messages, calendar and apps)? Have you tried the troubleshooting tips described in this help article?

Please go to your iPhone's settings > Notifications and make sure the Show Previews is set to Always or When Unlocked for Fitbit, Phone, Messages, Calendar and any other preferred app.

About your other question, currently you can control music playing on Spotify, or listen to Deezer or Pandora playlists on your watch with a paid-subscription. I understand where you're coming from about needing a separated subscription, every feedback shared in the forums is always taken into consideration to improve our products and services, and yours won't be the exception.

[gowens3]

I’m having the same issue. Keep losing connection, keep having to pair them. Almost every day I have to reinstall it. It happens multiple times a day and I’m wishing I kept my versa 2. Really unhappy with the sense. All the settings are right, otherwise I wouldn’t get any notifications. I wish I didn’t get it. 

[LizzyFitbit]

Hi @gowens3, welcome to the Community Forums.

Thanks for every step tried prior to posting. I'm sorry for the difficulties that you've experienced with the Sense and be sure that your feedback hasn't gone unnoticed. As mentioned above, it's expected to see the Sense Controls listed as "Not Connected" in the Bluetooth settings as they'll connect as soon as you receive and take on-wrist phone calls.

That being said, may I know what happens when you try to accept a phone call on your watch? Do you see an error message displayed? Do you have other Bluetooth connections nearby that might be interfering with the connection? While you've tried some steps, please make sure to follow the suggestions from this help article and keep me posted.

[goofy14you]

This feature does not work at all any longer on my Fitbit.  When I first connected my Fitbit it worked fine.  I got it in the beginning of December, now it does not work at all.  It will not stay connected and it will not connect at all.  I think I made a very bad choice when I returned the Apple Watch to get this.  It sounds like this is an issue with alot of people.  I know the music part has been an issue and there is still no help for this.  I finally got the sp2 to work again. This has just been a huge headache.

Kendra Wickham

[LizzyFitbit]

Hi @goofy14you, it's good to see you again.

Thanks for sharing your feedback and I'm sorry the on-wrist phone calls feature isn't working on your Sense. Just to confirm, may I know if the rest of the notifications are going through your Sense? Did you make sure to set Show Previews to Always or When Unlocked for Fitbit, Phone, Messages, Calendar and any other preferred app?

I'd suggest you to try the following steps to reconnect your watch:

1. Remove the Sense and Sense controls from the Bluetooth settings.
2. Turn off any other nearby Bluetooth connections.
3. Force quit the Fitbit app and restart your watch.

4. Swipe right from the clock face on your watch and make sure the DND and Sleep Mode are off.

5. Open the Fitbit app and pull down on the screen to force a manual sync.
6. Set up the notifications and accept to pair your Sense via Bluetooth when prompted.
7. Once that is done, set up the on-wrist phone calls.

Please note that while the Sense can remain connected in the Bluetooth settings to sync your data, the Sense controls will connect only when you're receiving and answering a call on your watch.

[pjsrps]

Been a fit bit fan since the old fit bit one days and have regularly upgraded devices.  Considered going with the Apple Watch but decided to stay with FITBIT and get the sense. Regretting it as well. Sense controls regularly doesn't work and despite doing all the troubleshooting steps, calls and text notifications do not work anymore. Of course just over the 30 days, otherwise I would return.  Very disappointing.  I have seen previous posts where fitbit sense was returned/exchanged and the problems still existed.  FITBIT needs to fix this.  This is no longer enjoyable and you have lost a loyal customer.

Just want the darn thing to work without a daily hassle. 

[Rich_Laue]

Instead of saying Sense controls won't stay connected, they are not suppose to stay connected, it would be helpful to describe what is happening, or not happening. 

Does the controls pop up with an incoming call? Are you able to answer the call? 

Does the fitbit app have permission to run in the background of the phone? 

[Crystalsmith82]

Same as you. Huge mistake. Won't stay connected. 

[goofy14you]

I gave up with this.  I bought an Apple Watch.  I am so much happier.  Not to lie, there were alot of features that I really loved on the Sense that I miss, but I am getting use to the Apple watch.

[Sassysalsa]

I have been having the same issue since December as well. I had a blaze and would get all my notifications. Now with the sense it’s a biweekly thing to uninstall everything and act as if it’s a new watch. I wish I could get my money back. I saved for months to get a piece of crap equipment. Right before writing this post I paired my sense and in less then 30 seconds I saw it unpair and then couldn’t pair it back. I understand your frustration.  

[Rich_Laue]

@Sassysalsa you can't pair the sense, the sense gets added to the fitbit account, then the fitbit app pairs the sense. 

However this thread is about Sense Controls, pairing to the phone is unrelated to the setup of the sense. 

To pair. 

• Remove sense controls as a trusted device from the phone 
• On the sense - settings - vibration. & audio
• Turn off sense controls 
• Turn on sense controls - this puts sense in discovery mode
• Open the phones bluetooth
• You should see sense controls as an available device. 
• Tap to pair and confirm code. 

Please remember that the sense controls, as well as the sense, is not suppose to stay connected. 

It will stay as a trusted device and should connect when requested as when a call comes in. 

[kwalyor]

I would have bought the Apple Watch myself if I known this was a issue. Got the Sense just for this because I cannot keep my phone on me at work. Thought this would be great with having a new child and being able to have texts/calls directly on my wrist but I was wrong. So disappointed with this purchase. 

This does not work! Never has work with any calls/texts. But for some reason I can get notifications from Facebook messenger. Should be the other way around. I bought this just for that purpose. I have restarted my Sense, my phone, set up the sync again multiple times and never stays connected and never has received calls/texts to my Sense. VERY DISAPPOINTING FOR THE PRICE YOU PAY.

Moderator edit: merged reply

[Rich_Laue]

Sense controls are not needed to get notification of tracts or incoming calls. 

There should not be any issue with answering a call, once Sense Controls is enabled. 

Sorry iOS users, but apple has blocked third parties from responding to text or email. 

[kwalyor]

If calls/text don't come through when used with apple then that should be stated before people spend money specifically to be able to have that feature with the Sense Fitbit Watch. That was one of the main reasons I bought the Sense.

[Rich_Laue]

Notification of text, email, calls and up to 100 more apps installed on an iOS device should be sent to the Sense. 

With Sense Controls enabled, you should also be able to receive the call on your wrist and be able to speak to the caller through the Sense. I know several iOS users that do this. 

For notification help, see this help doc. I would also look at the iOS tips. 

[kwalyor]

Never has worked. Always has lost connection just minutes after syncing with Sense controls. I am not the only one with the issue reading different messages about this. 

[Rich_Laue]

I'm not sure what is meant by lost connections and Sense Controls doesn't sync, but gets attached as if an input device. 

They should show in Bluetooth as a trusted device and only show connected during the short time when needed. 

So yes, they normally will not show as connected, but when requested, being a trusted device, they should connect. 

[gowens3]

I’m all set. Thanks.

Sent from my iPhone

[kwalyor]

Tried everything...again that was listed on the help doc and iOS tips. The Sense Controls will only connect for a minute or two and then disconnects.