Sense not connecting to Mobile app

[BarbB61]

Since yesterday morning (8/28) my sense is showing the phone with a line through it - indicating it is not connected to my phone.

When I go to my phone it is showing that it is "looking" for my Sense... I have deleted and reinstalled the app but it is continues to look.

Nothing else has changed: this is not a new phone, I have not changed internet services, etc. This is making my Sense a rather useless accessory - not to mention the waste of $ for the premium subscription.

[Gr4ndp4]

Hi, @BarbB61, welcome, It's a pity you are having a problem syncing your Sense to your mobile phone. You may find these articles useful How do Fitbit devices sync their data? and Why won't my Fitbit device sync?

You do not mention the make and model of your phone, you can find posts on platform issues here or here. I recommend you check out the Fitbit app settings in case they have been inadvertently changed. Ensure all the permissions are allowed and that any battery-saving function on your phone is disabled for the Fitbit app. This last is important because some phones close down the Fitbit app as "Non-essential". I hope this helps but if you are not able to make any progress please post here again with details of your phone and the steps you have taken.

Cheers

[BarbB61]

Thanks Gr4ndp4 for your response.

I have an iPhone 12 (iOS 14.7.1) and up until my last sync (yesterday at 6:12 am) it was connecting & syncing perfectly. 

Now when I go into the app and open "My Account" it shows my Sense as "looking..." - it is not finding my internet/bluetooth. When I deleted & reinstalled the app it asked me to setup Bluetooth (that did not work and still shows not connected in my phone settings). Fitbit is "on" in the Background App Refresh option. Also under the Fitbit settings on my phone... Bluetooth, Background App, Cellular Data are all turned on.

[Gr4ndp4]

Hi, @BarbB61, thanks for your feedback. I'm not familiar with Apple products as I only use Android. It sounds to me that your phone is not making the Bluetooth link to your Sense. In my Bluetooth connections, I have two Sense links "Sense" and "Sense controls" the latter for calls and input devices.

You should not be experiencing any particular difficulty with the iPhone12, allowing you have reviewed the links I supplied earlier I suggest you contact "Customer Support" here, use the Chat facility or phone for a prompt response. Be ready to explain in detail the steps you have taken. As your syncing worked previously it should be something that can be remedied.

Cheers 

[Gr4ndp4]

Hi, @BarbB61, may I particularly draw your attention to this post  Tips for Syncing to your iOS device - Fitbit Community  , as indicated in my earlier post if you cant make any progress talk to "Customer Support"

Cheers

[Clove6060]

See if the sense syncs away from home.

that would indicate an issue with wifi or conflict with another device at home. 

[BarbB61]

Tried it at the market this morning... it was still a no go 

[Clove6060]

Is the 12 running iOS 14.7.1?

Maybe someone else with a 12 will chime in.