Sense device lock function no longer working

[Angie_21]

Hi there,

I recently noticed that my Sense no longer prompts me to enter a PIN after I take it off my wrist and put it back on again. I've tried the following troubleshooting steps:

- Turned off and back on again 'device lock' 

- Logged out of app and back in

- Changed pin

- Restarted Sense

- Factory reset and updated firmware 

The issue still persists. Customer service representatives claimed to have escalated the issue to a higher technical team, but it's been a few days. 

It's very frustrating. Has anyone experienced the same issue?

Thanks!

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Angie_21. Welcome to the Community.

Thanks for getting in touch with our Support team and for every troubleshooting step tried so far. I'm sorry the device lock function isn't working on your Sense and because you already have a case created, I went ahead to review your details and I noticed our team has sent you an email with more instructions about this situation. I'm sure they'll continue working on your case to bring you back on track, so please keep an open communication with them.

See you around.

[Angie_21]

Hi!

They contacted me for my personal information. When can I expect a response back?

Thanks!

[LizzyFitbit]

Hi @Angie_21. It's good to see you here in the forums.

Thanks for keeping me posted and I'm glad our Support team is providing you with assistance. Due to the recent events affecting our operations there might be a delay in their reply, but rest assured your case is on good hands and they'll get in touch with you soon to help you with this matter. You can always reply back their last email to receive more updates from them.

Have a good day.

[MVB65]

Have you received a solution yet?  This stopped working on my Sense 2 software updates ago.

I have also gone through several steps including Factory Reset and uninstalling and reinstalling app on my Android.

It appears to work for a day after full reset but then stops working again.

[Angie_21]

Unfortunately, I have not. I have been in contact with customer support, with no concrete solution yet. Now that I think about it, mine actually also stopped working following the most recent update. I received a replacement device, and it still has the same issue.

[MVB65]

Thank you for the quick follow up.  After posting here I live chatted with support and they want me to do the same thing, return my device and they will replace it.  I tried to emphasize to them that it is not a hardware issue it is totally related to software or firmware.  Was working...updates done...not working (unfortunately I do not know for sure if it was a Firmware or App update, as it took me a few days before I really noticed I never had to enter my pin).  I can get the device to lock again by "changing" my passcode through the settings in the App.  The device will lock; but after the first time the device is unlocked it will not auto lock again (within 24 hrs or after removing device from wear).  If I remove the device from my account, remove Android Fitbit App, factory reset device reinstall App then set up as a new device on my account, the lock function seems to work for about 1 day then stops working again. [Once device is unlocked it will not auto lock again either in 24 hrs or upon removal]

[Angie_21]

I’m experiencing exactly the same issue as you have described. I’m in contact with customer support because my replacement watch is experiencing the same issue once again. I’ll keep you updated if they have any concrete solutions! 🙂

[LizzyFitbit]

Hi there, @Angie_21. Welcome on board, @MVB65 

I'm sorry the lock function is still not working correctly and thanks for your efforts while troubleshooting your Sense. Every feedback shared in the forums is always appreciated as it helps us to improve the Fitbit experience with our products and services, and yours won't be the exception.

I'm glad that you've contacted our Support team and my best recommendation is to follow their instructions, as well as reply back to them if you have any question about their resolution. Your cases are in good hands, rest assured they'll work on this situation and bring you back on track.

[FBGlenn]

I have multiple Sense 3 and Versa 3's and all of them have this exact same issue. Even when device lock is enabled (not just for Fitbit pay) it never asks for the pin when I remove it from my wrist and place it back on. This is clearly a software issue that multiple people are reporting. Does Fitbit intend to fix this issue and if so is there a timeline?