Sense not receiving texts or phone calls

[KShelley]

I purchased my Sense in April of 2022.  It wasn't sending texts or calls thru.  I filed for a replacement.  Replacement worked until July of 2023 then began doing the same thing.  Contacted Fitbit and they said I had to use my extended warranty with Allstate.  

I filed a claim with Allstate, they sent a replacement within a day. Guess what, it doesn't work either.  So now back online chatting with Fitbit they sent me to Allstate. Started chat with Allstate and they send me to Fitbit.

So now I've paid for a product that doesn't work, and the money I spent on the warranty is bogus.  Now I'm stuck with a product that doesn't work and noone wants to take responsibility.  How can they do this?

[Guy_]

Hi @KShelley - it is more likely a phone or environmental issue. Before trying to replace the watch check the following.

Swipe watch to the right and make sure you are not in sleep or do not disturb mode as that will stop notifications.

The phone needs to be near and syncing and more importantly connectible, you can check this anytime with the watch SimpleCheckUp app, second test screen.

If you replace a watch you may need to setup notifications again for the new device, verify in the Fitbit App, click profile photo and device photo and Notifications and inside App notifications.

If all that is ok, remove all Fitbit watch entries from the phone's Bluetooth, then try Logout of the Fitbit App and swipe off the active window and in Android clear the storage cache and force stop it and then restart the phone.

Make sure there are no other devices running the Fitbit App switched on.

Restart the watch by holding the button for 10 seconds till it vibrates and the logo appears and wait for it to start.

Login and wait for any pair, link or Fixit prompts and sync.

If this doesn't get you syncing properly you will need to click profile photo and "+ Set up a Device" and replace in the Fitbit App.

[KShelley]

Guy

Thank you so much for trying to help. I did all you suggested above and still nothing is working. I'm frustrated at this point and now Fitbit nor Allstate will work with me. Money and time wasted.

[Guy_]

@KShelley - just possibly there are a few more checks.

That it is charging, see How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

And that notifications are setup correctly in the Fitbit App. It is possible during troubleshooting that, what was already entered before got removed.

As mentioned it is more likely not a watch issue, especially if replacing it didn't help. Allstate may be reluctant to replace it again if they think it isn't a watch problem.

You can chat via the Fitbit App, click profile photo, Help & support, Contact Customer support to get personal set-up assistance and Allstate should the replacement be faulty, it can happen.