Sense is not syncing with my Fitbit App

[Lillymom]

The app won’t sync with my new Sense.  It keeps trying to sync with my old Alta HR which died on me yesterday.

Moderator edit: subject for clarity

[Rich_Laue]

Hello @Lillymom your app will only sync with trackers connected to your fitbit account. 

If your Alta HR is dead then you may want to remove this from your account. 

Have you setup the Sense to your fitbit account? 

If so the fitbit app will try and sync with one tracker, then sync the next tracker. 

You may need to wait for the app to realize the Alta HR is not going to answer. 

[WilsonFitbit]

Hello @Lillymom. Welcome to the community forums! @Rich_Laue It's nice to see you around and thanks for your input! 

@Lillymom Thank you for the detailed information. As mentioned on the post above, if your Alta HR stopped working, please try to remove it from your Fitbit account and your phone's Bluetooth. 

Also, please make sure that your Sense is set up. If you haven't set up your Sense, make sure to follow the instructions provided in this help article: 

How do I set up my Fitbit device?

If you experience any inconvenience to set up your Sense, please check: Why can't I set up my Fitbit device? If after completing this process the syncing issue persists, I recommend following the instructions here: Why won't my Fitbit device sync?

On a side note, if you in case need further assistance with your Alta HR, take into consideration that you can also contact our Support Team. You can contact them through chat or over the phone, but phone wait times have been longer, so I recommend initiating a chat. Click here to get connected. 

Hope this helps.