Sense stuck on message "Data not cleared, Sync & Tried again"

[J-Loran]

Unfortunately I had a fall yesterday and scratched the face of my FitBit Sense.

It continued working throughout the day and even after softball training was fine.

When I got home it shutdown and won't restart, when I press the button on the side it boots up with the FitBit symbol and then a red cross appears and it says data can't clear needs to sync but won't sync to my phone as lost Bluetooth connection and won't reconnect via Bluetooth.  I have tried syncing via the app on my laptop but no luck.

Any ideas, I hope I don't need to buy a new one, it was a Xmas present... 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @J-Loran. Welcome to the Community Forums. I'm sorry to hear about your fall, hope you're ok. Thanks for the details provided in your post about the issue with your Sense.

Please note the message "Data not cleared, Sync & Try again" usually appears when you performed a factory reset without first unpairing your watch from your phone's Bluetooth settings.

With that being said, please confirm if you've followed the steps below to solve this issue:

• Unpair your Sense from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up your Sense again.
• If there is no connection, restart your Sense.

If you can't get started with your Sense, usually a missing requirement is the cause. Carefully review the requirements provided in the help article Why can't I set up my Fitbit device? 

Hope that helps. 

[mkostersitz]

Thank you these steps ended up working once the tracker ran out of power and I plugged it back in