Sense display stuck on set up wallet

[AEStalt]

I just got my Sense. I got the notification that the battery level was low, so I put it on the charger, and it’s been stuck on the set up wallet display ever since. I tried changing the clock face, but that didn’t work. I tried holding down the button to reset it, but the Home Screen doesn’t come up, just the set up wallet display. It’s still syncing to my phone so I can see all the data, but I would really prefer this to work.

Has anyone else had this happen?

[LizzyFitbit]

Hi @AEStalt. Welcome to the Community Forums.

Thanks for the information provided and just to confirm, is your Sense asking for a code on the screen? When the Fitbit Pay is set up, your watch will now request you to enter a code so you can access your watch's apps and settings. This is for security and you can unlock your watch by following the steps from this help article. If you're experiencing a different issue, please provide me with more details and attach a picture of what is displayed on your watch so I can continue helping you.

[AEStalt]

Hi,

No, the Sense isn't asking for a code on the screen. I didn't even try to set up Fitbit Pay. I've attached a picture to show you what I'm seeing. I've unpaired the device, and I'm currently using my old Versa 2 and letting the Sense battery drain so I can recharge it and see if that helps.

[LizzyFitbit]

Hi @AEStalt. I hope you're doing well.

Thanks for getting back with the requested information and a picture of your Sense. Because your Sense was removed from your account, please remove it from the Bluetooth settings and try setting it up on the Fitbit app one more time to reconnect it to your account. If by any chance the issue persists, let me know and provide me with your phone's model so I can investigate on my end.

[mannec]

I am having the same problem and have tried everything. It’s just stuck on set up wallet and I can’t do anything with it. Just waiting for the battery to die. 

[AEStalt]

Mine started showing the main screen a week or so ago, so I tried setting it up again. The problem is, fitbit keeps trying to set up my old Versa 2, even though I selected the device to set up is a sense. I even force **ahem** down the versa and everything. The 4-digit code will pop up on the versa, and the sense will have a screen to enter a code on it (not a code itself). I'm going to try to drain the battery completely on my Versa, then I'll try to set up the Sense. Hopefully it works.

[LizzyFitbit]

Hi @mannec and @AEStalt. It's good to see you here in the forums and thanks for your efforts while working on this situation.

@mannec, thanks for every step tried prior to posting. Because your watch keeps showing the set up wallet screen, I'd suggest you to get in touch with our Support team so they can evaluate your watch's behavior and help you with this matter. Click here to get connected with them via chat or phone.

@AEStalt, before anything else let me share that the Fitbit app won't allow you to have both the Versa 2 and Sense linked to the same account. That being said, please remove the Versa 2 and Sense from the Bluetooth settings in your phone. Take your Versa 2 to another room and give a try to the following steps:

1. Open the Fitbit app, tap your profile picture > Versa 2 and remove it from your account:
   For Android devices, tap on the trash can icon at the upper right corner.
   For iOS devices, scroll down and tap the option to remove it.
2. Force quit the Fitbit app and restart your Sense.
3. Open the Fitbit app, tap your profile picture > Set Up a Device.
4. Select your Sense from the list and follow the onscreen instructions.

[AEStalt]

It's still not working. I'm also unable to restart it by pressing and holding the button for 10 seconds. The only screens that come up are the main one and the one attached. 

I can't get to the settings, either.

 

[LizzyFitbit]

Hi @AEStalt. thanks for sharing a picture of your Sense's screen, as well for your efforts while troubleshooting it.

When that screen appears, you will need to enter a code so you can access to the apps and settings of your Sense. If you continue seeing this screen after trying to enter the code, I'd recommend you to contact our Support team so they can look deeper into your details and provide you with further assistance. Please click here to get connected with them via chat or phone.

[AEStalt]

I contacted support a few days ago as I couldn't get this to resolve. They couldn't get it, either, so I am in process of getting a new replacement device.

[LizzyFitbit]

Hi @AEStalt, I hope you're doing well.

That's great news! Thanks for taking the time to contact our Support team and I'm glad you're about to receive a replacement. If you need help to set up your replacement devices to your existent account, please see this help article.