Sense metal frame prevent ECG and EDA from working

[Stevi]

The EDA scan and the ECG app just dont work on my Sense- everything is fine until I touch the metal frame with my palm (EDA) and i continually get ‘not working’ and when i touch the 2 corners (ECG) nothing happens. Is there possibly a problem with the frame? I even tried switching hands and same thing.

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Hi @Stevi. Welcome to the Community Forums.

Thanks for letting me know that your EDA Scan and ECG apps aren't working on your Sense, and for trying with both hands. So we can work on this together, let me recommend the following steps:

1. Open the Fitbit app and tap your profile picture > Sense > Apps.
2. Tap on ECG and remove it from your watch. Do the same with the EDA Scan app.
3. Restart your watch to refresh its performance.
4. Install again the ECG and EDA scan apps. Make sure the permissions of both apps are turned on.
5. Try using the apps one more time. Make sure your watch is snug on your wrist and you're touching the metal frame until you feel a vibration indicating the session ended.

If the issue persists and you get an error message, take a picture of what is displayed on the Sense and attach it in your reply. This will help me to further investigate.

Keep me posted.

[Stevi]

Ive done all these things. Even had my husband try his hand/fingers. Nothing  

• i really want a replacement or my money back. 

[LizzyFitbit]

Hi @Stevi. It's good to see you here again.

Thanks for trying the steps suggested in my post and asking your husband to give it a try as well. I understand how you're feeling about this feature not working correctly and I'm sorry you're having this experience. I've got in touch with the Support team to forward your post but it seems you already have a case created with them. Because they have access to your watch's details, let me recommend to continue working with them so you can receive further assistance.

If you have another question, let me know.

[lbc47]

This is also occurring with my Sense. It worked maybe 3 times and now nothing. Tried steps here above, firmware is latest (after having performed factory reset) and nothing works. Seems like a lot of money for a watch with functionality that wont work. Would not have bought a Sense if I had known this key feature was useless after a few weeks.

Also, the help site is not very intuitive and not being able to submit a request other than a live chat is unreasonable. It was a wait and by the time I come back to the chat it was already closed. Really not impressed with this cat and mouse game.

[LizzyFitbit]

Hi @lbc47. Welcome on board.

Thanks for sharing that your Sense is having the same issues and for trying the suggestions posted above. I understand where you coming from about not being able to use these features and I'm sorry for the experience that you had while trying to contact us. This is definitely not the experience that we want you to have and please know that your feedback will be passed along to improve our products and services. I've gone ahead and requested a case to our Support team so they can provide you with further assistance. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

See you around.