Sense stops/pauses during exercises

[Angela3764]

My sense is stopping during runs and pausing during work outs. It’s too expensive to have these faults

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Angela3764. Welcome! It's nice to see a new face around.

Thanks for letting me know that your exercises aren't being recorded correctly. I understand this shouldn't be happening with your new Sense and let me give you a hand. To work on this together, may I know if this happens regardless of the exercise you're doing? Is your wrist in a position that allows the button to be pressed by mistake? Do you have the Auto-Pause option enabled for your runs?

I'd recommend to perform a restart and wear your Sense a bit higher on your wrist (2-3 finger widths above your wrist bone) to get a better fit so it's secure, but not too tight. This will also prevent getting the button activated unintentionally.

[LazyKelly]

Hi Lizzy,

I also has the same problem.  I am sure there is nothing wrong with the position I wear. Very frustrated,  since I worn this 3 months ago it has 98% stopped durung excercise.  It doesnt stop during normal mode.  Sense is NOT a good digital tool at all, 2 weeks already proved.  

If Fitbit listens to users feedback here? I did my survey, honestly again I warn everyone before buying Sense.

[LizzyFitbit]

Hi @LazyKelly. It's good to see you here.

Thanks for letting me know about your Sense, as well for your thoughts about this situation. I see where you're coming from and I'm sorry you've gone through this experience. Before anything else let me share that sometimes the button on your watch might be unintentionally pressed when you bend your wrist during an exercise, which will pause the activity tracking. While there isn't a way to prevent this from happening, you can try wearing your watch higher on your wrist to avoid hitting the button.

That being said, if your watch is restarting by itself without pressing the button, this is an issue our team is aware of and they're working to get it resolved soon. Your feedback hasn't gone unnoticed and will be passed along to keep our team informed of the impact to you and other users. Be sure to keep your Sense up-to-date to ensure you receive the quickest resolution.