Sense not receiving email notifications

[michper100]

Can anyone help. My Fitbit sense doesn’t receive email notifications. I’ve tried looking at the notifications section on the Fitbit app, but there is no email toggle to switch on or off. So I’m unsure how to add this on

Moderator edit: subject for clarity 

[Guy_]

In the phone Fitbit App

Click on profile photo [top left]

Device photo [middle left]

Notifications

And verify the top 4 items are correctly defined,

one of them is Email

Also

App notifications

and select any apps you want to hear from.

[JAM55]

I don't see Email as an option. I have wasted 3 days trying to get help through " customer support". Now the issue has been escalated and my 3-day

old watch is basically a piece of S**T. Does anyone have any suggestions? Thanks in advance.

[Guy_]

HI @JAM55 -  is your watch syncing well, without knowing phone? try SimpleCheckUp from the gallery. That checks how well your watch is syncing and connecting. If that is not working properly you won't get notifications.

[JAM55]

Hi is this your app?

[Guy_]

Yes, to help people having difficulties.

Click on Author to view other tools if you like it.

[JAM55]

thanks I installed it but I still don’t know how to resolve not receiving mail issue. Notifications are all on and confirmed.
Thanks for any insight

[Guy_]

What's your phone and does the app find your phone connection within a second or so?

[JAM55]

it’s an iphone 11 pro 

15.1

and yes the app finds the phone really fast 

[Guy_]

Hi @JAM55  - that is good, it rules out connectivity as a cause.

Can you post a screenshot of the notifications screen, it might help locate the problem.

[JAM55]

Your app is very cool! Oddly, now I have gotten mail on the Sense/ but it  seems to be  mail exclusively from my junk folder.Nothing from my inbox.

I have no idea why that would be 🤷🏻‍:female_sign:

I hate to bother you , just trying to navigate this device . Incredibly frustrated.

Screenshot of the notifications :

[Guy_]

 @JAM55 - thanks for the photo, the email section is missing.

A work around. Have a look in App Notifications for the email app on your phone and add that.

The way it works normally is the email app on your phone should raise a notification for incoming emails, the Fitbit app detects this and sends it to the watch.

So when an incoming email arrives, do you see a notification on the phone? If not, it won't appear on the Sense.

Check the phone email app notifications settings that it raises a notification for all folders, if that is even an option, not an iPhone person.

Hope that helps.

[JAM55]

thanks for your explanations.  My mail app notifications are checked on the Sense and on my phone.As far as my experience with all my iphones- current and previous versions, it seems that mail is an all or nothing option. I had an Apple Watch SE that I returned prior to getting the Sense . I received all my Inbox mail on that watch.

I truly appreciate your insights. I just wonder if this watch is defective. I can’t figure out what I haven’t checked at this point. I am not an expert obviously, but why wouldn’t the mail app appear in the notifications screen? 

Thanks again for your time and patience.

I appreciate your help.I really don’t want to bother you. You’ve been far more helpful than anyone I’ve dealt with from the company.

If anything changes, I will keep you posted!

[Guy_]

@JAM55  - thanks. With your app notifications set like that it should work.

I presume one step already done was to uninstall and reinstall the Fitbit app, you will need to redo the notification and app notifications again, and also you restarted both watch and phone.

Have a look here for more information, there are some special settings needed for iPhones. Also look in the forums.

[LizzyFitbit]

Hi there, @JAM55. @Guy_ Thanks for your great help and suggestions.

@JAM55 Thanks for the detailed information, the steps tried prior to posting and the screenshots provided. I see your point of view about this situation and I'm sorry for the experience that you've had with your Sense, and your interaction with our Support team. Every feedback shared in the forums always helps us to evaluate our procedures and implement improvements on our devices, services, and overall environment.

It's odd the email option isn't appearing under Notifications. I understand you've already tried some troubleshooting steps, but please give one last try to the following in the given order:

1. Remove your Sense from the Bluetooth settings.
2. Turn off other Bluetooth connections nearby.
3. Force quit the Fitbit app and reboot your phone.
4. Restart your Sense to refresh its performance.
5. Open the Fitbit app, tap your profile picture > Set Up a Device.
6. Select your Sense, tap Replace Device and follow the on-screen instructions.

Once this is completed, set up all your apps and features one more time including your notifications and let me know how it goes.

Hope this helps.

[JAM55]

Hi Lizzy thank you for your response.

I appreciate your suggestions.

I went each step of your instructions and mail still is not appearing in the notifications.

I don't have texts or calls either.

When I did briefly  get emails, they were from my junk folder NOT my inbox.

Why would that be?

At one point in this mess, I actually saw mail as an option - NOT in the 4 notifications sections,  but in app notification section below it.

Now that is gone as well, I have less app notification options than before I did this restart.

Please see screen shot below:

Back to no notifications at all,

I have gone into my iPhone 11 Pro numerous times to check all my notification settings, and into bluetooth as well, to make sure all the settings are correct.

The watch continues to disconnect itself from the iPhone at regular intervals. I don't change , touch or press anything and suddenly I want to check something on the Sense and it is disconnected.  Why?

This is beyond frustrating to have to deal with this for a watch I received on 11.8.21. It shouldn't be this difficult to set up and troubleshoot.  

As I mentioned previously, customer service calling / chatting yielded nothing but wasted time and more frustration.

And not having a time frame to inform customers regarding WHEN they will receive an email from the "team" regarding a "resolution" is unfair and bad business.

At this point I am truly regretting buying the Sense.

I will definitely be informing  all my personal training clients and fitness class participants about my experience and recommending that they avoid purchasing a Fitbit.

[Rkkeller]

Your problem is due to "you" manually going in and disabling some things and turning off notifications and other things like that.  No telling what you did that needs to be undone so this can work.  Right in the one photo you sent, your SHOWING mail notifications are turned off.  So that is why the mail might not be working.  Also who knows what other settings you fooled with and disabled some things.

[Rkkeller]

This person has done many things to the iPhone settings manually, that I don't know if it can be fixed without them resetting their phone to fix whatever they did to the settings.  I am Admin in a iPhone group and I see he has turned many things off and who knows what else he changed that he should not have.  This is what happens, I see things like this for years in the group.  People want to do things their own way and this is what can happen.

[LizzyFitbit]

Hi there, @JAM55. @Rkkeller Welcome on board and thanks for your help.

@JAM55 I appreciate the time taken while troubleshooting your Sense, and for sharing more details about this situation. Also, for the screenshot provided. I totally understand how frustrating this has been for you and apologize for this experience that you've had with the Sense, and our Support team. Please know this feedback hasn't gone unnoticed and will be passed along to the right team.

Because the suggested troubleshooting didn't work, could you please verify if you're able to receive email notifications on your phone when the screen is locked? You can double check this in your iPhone settings > Notifications > Mail > Mail account > Alerts. This information will help me to further investigate on my end.

See you around.

[JAM55]

Wow @Rkkeller. Why bother to leave such a strange and hostile comment?

I didn't " fool with" any settings that weren't guided by the directions I was given by various Fitbit support members during our phone call and chats. And to further clarify, I sent that screenshot to show exactly what appeared immediately after following LizzyFitbit's instructions posted here.

Glad you are such an iPhone wizard, I am sure you have helped tens of people.