Sense keeps losing connection with iPhone 11

[Daisylouu]

Have the Sense a few days - I leave the Fitbit app open on my iPhone 11. But it loses sync connection within minutes!!  Everywhere! At home, work, etc. So I do not get text notifications etc.  

if I go to the open Fitbit screen, I have to MANUALLY synch it by swiping down on the screen and then it reconnects.  But only lasts a minute or two! 

  Leaving the app open drains battery and it’s so hard to break the habit of swiping the screen closed. .......but even doing that loses the sync anyway!  HELP!

I did the live chat and they only said they would have someone from the “Sense” team get back to me via email.   Hasn’t happened. 

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Daisylouu. Welcome to the Community Forums

Thanks for troubleshooting your Sense and contacting our Support team. I'm sorry for this inconvenience which also caused you to not use other features correctly. Because you already have a case created, I've contacted our team and it seems they've got in touch with you via email. Please check your spam and junk folders, and reply back to them so they can look into this and provide you with further assistance. If you have other questions, let me know so I can help you with them.

See you around.

[hlfink]

Any solution? I have had my Sense since November. I have used Fitbit for at least 5 years. This is the first one that’s giving me this much trouble. I decided not to go for the.Apple Watch but I guess I should have just forked out the extra money. 

[LizzyFitbit]

Hi @hlfink. Welcome on board.

I'm sorry for the difficulties that you've had with your Sense. I understand where you're coming from and to look into this, may I know if you turned off other Bluetooth connections nearby? Do you see an error message displayed in the Fitbit app when trying to sync?

If you've not done so, please give a try to the troubleshooting tips described in this help article and let me know how it goes.

I look forward to your response.

[LHMoore]

Same issue! I had a Versa 2 that malfunctioned—looked like a 1960’s tube tv! There was no damage to my well cared for Versa 2. Fitbit customer service was no help. They offered me a 35% discount on a new Fitbit. I just wanted my 15 month old Versa 2 fixed or replaced! They weren’t willing to do that. So I upgraded last week to a Sense. With an AMAZON warranty. This Sense sucks! Constantly disconnecting. So do the Sense Controls. Frustrating! I’m about to return this Sense to Amazon and upgrade to Apple Watch 6!  

[LHMoore]

LizzyFitbit,

You do realize that this response is of absolutely no help, right? 

Displeased and dissatisfied Fitbit customer

[LizzyFitbit · Accepted solution]

Hi @LHMoore. Thanks for participating in the Community Forums.

Thanks for the details provided and for every step tried on your own. While I understand your point of view, let me explain that there are certain details that need to be confirmed with each customer in order to investigate what may be occurring. I'm sorry you've gone through this experience with your Fitbit devices and rest assured your feedback will be passed along as it'll help us to improve this watch, as well as it's performance.

It's expected to see the Sense Controls listed as “Not Connected” in the list of Bluetooth devices on your phone. However, they should reconnect automatically as soon as you receive a phone call. Because this isn't the case and your Sense is also not staying connected, please give a last try to the following steps to reconnect your watch to the Fitbit app:

1. Forget the Sense and Sense Controls from the Bluetooth settings if they appear there.
2. Force quit the Fitbit app and reboot your phone.
3. Restart your watch.
4. Open the Fitbit app, tap your profile picture > Set Up a Device.
5. Select your Sense, tap Replace Device and follow the on-screen instructions.
6. Once this is done, set up on-wrist calls on your Sense.

[Nzabigail]

I just got the sense recently and I have the same issue. Every day I have forget the device and then connect it again to blue tooth to sync it! It is bloody annoying as I never have had yo do this before with any of my prior fitbit watches. I cannot understand why it’s happening. I also never to get the sense control either, it keeps disappearing. So pretty disappointed for the first time with Fitbit. Am going to look at Apple watches now as every day fir the past 25 days I have to do the blue tooth pairing! 

[LizzyFitbit]

Hi there, @Nzabigail.

Thanks for your efforts while working on this matter. This isn't the type of experience that we want you to have and I'm sorry you've had this inconvenience with your Sense. Because the Bluetooth connection isn't stable, other features such as on-wrist calls will have difficulties in working correctly.

I understand you've tried some steps, but may I know if you also tried the suggestions shared in my post? If that's correct, I'd recommend contacting our Support team so they can investigate your options and see what can be done to help you with this matter. They're available via chat and phone, click here to get connected with them.