Sense is locked and can't be paired

[Jasmineng]

Hi Community,

I decided to pass my current fitbit sense to my mum but something went wrong in between. Now I try to pair back the watch with my phone. It says "the device has been locked and cannot be paired. This may happen if a device is reported loss or a warranty replacement has been issued. If you believed this is an error, please contact Customer support."

Prior to this, i already did a factory reset to my watch. After I did the factory reset. It had this issue. When i try to pairthey watch to my phone, after i key in the pin no. reflected on the watch, i will have the above message in my phone. I had tried everything, removed the watch from the bluetooth, uninstal my fitbit app etc. but nothing seems to work.

Please assist and advise how should i proceed from here.

Thank you.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Jasmineng. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that the Fitbit Sense is still locked. I understand your concern, I will do my best to help you with this!

Before considering other options, I'd like to confirm that you have performed the factory reset by following the steps below in the order lied: 

1. Don’t plug the Fitbit device into the charging cable. 
2. Press and hold the button for about 8 seconds until the screen turns off. 
3. After the screen turns off, you’ll feel a short vibration:
   1. When you feel the vibration, release the button and immediately press and hold the button again.
   2. Wait until the blue logo appears, then disappears:
      1. Immediately release the button and then immediately press and hold it .again, until you feel a vibration.
      2. After you feel the vibration, release the button. 
         • This vibration indicates you started the factory reset. 
         • After the Fitbit logo appears, the Fitbit device shows the image with the phone icon and setup indicator. 
           
           

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

[Jasmineng]

Hi Marre,

Yes, i had did the above steps.

After the Fitbit logo appears, the Fitbit device shows the image with the phone icon and setup indicator. 

Which I proceed as well, this is when i required to key in the pin on my phone that was shown on the watch.

After I key in, my phone will say Locked device. "the device has been locked and cannot be paired. This may happen if a device is reported loss or a warranty replacement has been issued. If you believed this is an error, please contact Customer support."

Please advise how should I proceed from here.

Thank you.

[Jdsenter]

Without knowledge of the your device, if you have factory defaulted your device, re-paired it, now it says the device is locked. This could be an issue where someone called in asked for a warranty claim (when supported), a watch was sent. They lock the original so it can't be used. Contact Fitbit support and give them your serial number, if you still have the box a copy/image of the box, and if you still have it a receipt. This would prove you are the original ownership. Now you can ask to see if a warranty went out. Sadly in this world there are people who decide to be dishonest and take what is not theirs. YMMV