Sense not syncing

[MelizaQ]

Hello all. My fitbit sense is no longer syncing on my phone. I can receive notifications on the watch but when I try to sync, it says error and does not upload datas like steps and sleep. I tried to restart it but the settings app keeps crashing. I did the usual troubleshooting on my watch but still not working. I contacted fitbit support through chat and they walked me through all the troubleshooting steps again and did it over and over again just to make sure. The only thing left is doing the factory reset. I tried doing it several times but it doesn’t work at all. They said they’re going to review my case and will get back to me via email. How long should I wait? And also, is anyone experiencing the same thing? 

[Scott337]

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@MelizaQ wrote:

... And also, is anyone experiencing the same thing? 

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Yes, many people with several different model watches. Seems like the new Fitbit app v4 is the culprit.

[Lkeane09]

It's been 11 days for me. I also tried troubleshooting with no luck. I feel like I only have a watch and alarm clock. 

[DavidAudet]

Yes I hear you, mines also lost contact with my Android phone, i have uninstalled the app twice but the phone will not sync to the watch, **ahem** pain in the backside...

[Kristy528]

Mine stopped syncing yesterday, it's driving me crazy I have been trying all day and it won't work. I keep my phone on vibrate so I keep missing text messages. Hopefully this gets fixed soon.

[amyo79]

Yes! This is the 8th day it has not worked. I followed all the instructions. I thought it was just me. 

[CootiebugMia]

Nope, it's not just you. I was excited about get my Sense last year and it has NEVER connected like they say it should. It has ended up being an expensive watch and I think I have had to replace the charger at least 20 times since I got it. The charger is the worst design ever. Hopefully they get it fixed. 

[DavidAudet]

Hi CutiebugMia,
Thats not good, have you taken it back to the store yet? You
should get a refund. I use my Samsung phone charger as the Sense cable i
have has a USB connector, or even my laptop can charge it while i work. Its
been quite good for the last 3 years, but so much competition in this
market, Google and team not to keen to fix issues, a real pain!
Good luck
David Audet

[CootiebugMia]

I got it directly from Fitbit. I have contacted them and got no response. And concerning the charger, it's the stupid 4 little tiny posts. One of them is always getting stuck to where it sticks and doesn't pop up to go into the hole made for it. Mine is the original sense. I wish I could use my phone cord as the charger. 

[MelizaQ]

It usually gets resolve when they have problems like this. I’m currently in contact with the support team. I hope this will get resolved soon. 

[MelizaQ]

Hi. I had the same problem with the charger. I reached out to the customer service and I got mind replaced. Turned out the original charger had a faulty design and they’re giving a replacement for free. Might worth looking into. 

[DavidAudet]

Hi again,
No its not the phone cord, I also have the 4 prong charger cable too,
yes you have to jiggle it for it to attach itself to the Sense, but if you
jiggle while attached it always makes a connection.
Cheers.
David Audet

[MelizaQ]

I was thinking of getting a new one to avoid getting worked up with this. Then I looked at my receipt and realised it is an expensive watch and I haven’t even used it that much. Felt like I didn’t get my money’s worth. 😔

[DavidAudet]

Hi and thanks for the information, appreciate it.
Cheers
David Audet

[Scott337]

Be careful, the support team made the situation worse for my son watch .

[RebeccaBalent]

Sometimes dirt/skin collects on the contacts on the back of the watch. I use a toothbrush or pin to clean them off, then it works

[KazzaCh]

This has been happening to me for months. I've lost count how many times I've uninstalled and reinstalled the app. It syncs for a couple of days then lose it again. I've had a Fitbit since 2015 and this is the first time I've been disappointed.  So much so I'm thinking of changing brands.

[RebeccaBalent]

Mine finally synced today after I did an Android update. It seems like I was 2 behind on updates

[DavidAudet]

Hi Rebecca,

That sounds interesting and thanks for your reply, yes, i have a new update to do but i have to find more space in the phone before i can upload. 

Cheers

David Audet

Sydney AU

[Opal55]

I've had that a few times and then it worked but this time my android has the latest update, so it's not that.