Sense does not sync anymore

[JoaoP]

Hello all,

Since two days ago my Fitbit sense is not syncing anymore. I have done all workaround recommended:Restart both cellphone and Fitbit, forget Fitbit from Bluetooth list, try to add again in app. Nothing works. The phone is a OnePlus 5T. Can someone help?

[Tracy1963]

I have the same problem in England

been on to Fitbit they can fix it waiting for a email from them to try and fix the problem.

[WilsonFitbit]

Hello @JoaoP @Tracy1963 Welcome to the Community Forums! Thanks for the troubleshooting steps you've followed prior to posting! 

Our Support team has confirmed that you @JoaoP @Tracy1963 have contacted them and they have worked on your cases. If you have questions about the outcome, I recommend that you please update your cases so you can get further assistance. 

Have a wonderful day! 

[JoaoP]

Hello Wilson, with the support colleague we could not get a solution and I still have the same issue with both cellphones ( OnePlus and iPhone) after all recommended steps. So I was told my case would go to a higher support level and I would be contacted. But I was still not contacted and now I can't use my sense for anything now. Who should I contact to get the current status of my case? If this is not fixed soon I would expect to receive a new device because this device was one month old when this happened. This is not acceptable in my opinion. I am doing everything I can to help the support team but I would appreciate a quick reply.

Thank you.

[Tracy1963]

Hi
Have you tried putting it back to factory settings & Re setting up your watch.
I tried this & on the second attempt it’s now working. Don’t know for how long, hopefully it didn’t happen again.

Sent from my iPhone

[JoaoP]

Yes. This was one of the many steps we have performed to recover from the issue... But no success. This is why it is now eternally showing the message "download the Fitbit app on your cellphone" and the cellphone stays idle waiting for connection to the Fitbit on the Fitbit app. :(((

[WilsonFitbit]

@JoaoP I was told by our Support Team that they have received your new response but your case is still under review. They will get in touch with you once they have more information or details about your case. 

On a side note, your feedback and comments are very appreciated! these comments helped to continue working on improvements to our services and products. 

@Tracy1963 Thanks for the input! It is really appreciated! 

See you around! 

[JoaoP]

Hi Wilson, just for me to understand. Is the support team still expecting any info from ME? And is there an expected time of when I will receive my solution? It has been already 5 days since the issue started and since then I can not participate in any challenge and I am also losing my Fitbit premium time (so losing money in a sense). If I don't have a solution soon I request my money back or a new device.

[JCrai]

I haven't opened any case for my issue but it's the exact same as the 2 listed here. And the timing of when the issue began is also the same. I am using Galaxy S9 and receive the same messages about not being able to sync.  If I factory reset, do I lose all of my stats? 

[JoaoP]

I did lost all the stats since the day it stopped the sync.... But it was necessary to check if it could help recover the issue. Another problem you will encounter if the factory reset does not solve your issue is that you also won't be able to add it back into your app and therefore configure it. So it will stay forever in the first step of installation, hence becoming useless.

[Tracy1963]

I didn’t when I did mine

Sent from my iPhone

[JoaoP]

So you recovered all the data between the last sync and the factory reset? The message on the factory reset states otherwise. After factory reset you should lose all the info stored on the Fitbit itself(not the one in the app).

[WilsonFitbit]

Hello everyone @JCrai Welcome to the Community Forums! 

@JoaoP Since you have contacted Customer Support, I recommend waiting for an update from our team. Support team informed me they are still reviewing your case and they should get in contact with you with more details but you can reply back to your case with the comments you've provided. 

@JCrai If you haven't done so, I would recommend performing the troubleshooting steps suggested in this help article: 

Why won't my Fitbit device sync?

In regards with your question about a factory reset, if you couldn’t sync your device prior performing this, then any data on the Fitbit device will be lost. In addition, you will need to reinstall any app on your device after the reset. 

Keep me posted. 

[JoaoP]

Hello support team, 

I am still waiting for a solution for my problem. I was told my issue has been sent to a higher support but still nobody contacted me. Will they really contact me and find a solution for my problem. If my Fitbit sense is really defective when will I receive a new device? My Premium time is running out without that I am able to use it. Very disappointing!

[JoaoP]

Dear customer support,

From the conditions for refund, I have 45 days for request a refund or exchange. So since I bought it on 7th December I am still in time. So I request now a refund or new device before the time is gone. Please handle my request. 

[WilsonFitbit]

@JoaoP I got in contact with Support Team and they should provide a response soon. For more information, please check your inbox. Or you can contact them again through this link and make sure to make reference to the case they provided before so they can follow up. 

Have a great day! 

[JoaoP]

Hello all,

I would like to report that after the battery run out I charged again and continued to try syncing to the iPhone. Finally yesterday it worked. I hope this issue won't happen again. Let's see how long the Sense will maintain syncronization.

[WilsonFitbit]

@JoaoP It's great to know that the difficulty is now resolved! 

I hope you can continue tracking and achieving your fitness goals without any inconvenience. I was also informed by our Customer Support team that they worked on your case recently, so if you have any other inquiries I recommend replying back to the email that our team has sent to you for further assistance. 

Have a wonderful day!