Sense stuck on message "To start download the Fitbit app"

[FitbitUser1112]

Bought SENSE on September 13. Since then, all I see on the screen (in multiple languages) is "To start, download the Fitbit app". Since I have been using Fitbit devices for over 10 years, I already have the app on both my iPhone and my Windows 10 laptop.

Worse still, my IONIC, which I was using for the past two years, has also suddenly got disabled, with the same message "To start, download the Fitbit app". I have deleted the Fitbit app from the laptop and kept it only on the iPhone  in the hope that it may make a difference. But no luck.

So, have two top-of-the-line Fitbit devices, with neither working beyond the "To start, download the Fitbit app".  and unable to record my activities for the first time in a decade.

Fitbit Help not of much help. 

Any ideas? 

Moderator Edit: Clarified subject

[N8teGee]

Hi @FitbitUser1112.

Have you gone into your phones Bluetooth settings and removed/unpaired your Fitbit's from there? Once you've done that, open the Fitbit app on your phone - tap your profile picture - scroll down to and tap on "set up a device" - choose the device you wish to set up and follow the instructions. 

[MarreFitbit · Accepted solution]

Hi there, @FitbitUser1112. Welcome to the Community Forums. Thanks for the details provided about the issue with your Sense. I understand where your concern is coming from. 

First and foremost, please note that in order to set up Fitbit Aria Air, Fitbit Charge 4, Fitbit Sense, Fitbit Versa 2, or Fitbit Versa 3, you must use a compatible iPhone, iPad, or Android phone. You can’t set up these devices on a Windows 10 device.

Also, bear in mind that you can't connect multiple devices that use the Fitbit App Gallery to one account. For Fitbit Charge 3, Fitbit Charge 4, Fitbit Ionic, Fitbit Inspire series, Fitbit Luxe, Fitbit Sense, and Fitbit Versa series, only connect one of these devices to your account at a time. For more information, see Can I use more than one Fitbit device with the same account?

Moving on to the issue, as @N8teGee has mentioned, your Sense is asking to be paired to your Fitbit account again. With that said, I'd suggest following the steps below:

• Check if by any chance your phone's Bluetooth shows the Ionic and Sense as connected devices. If so, please unpair/remove them.
• Remove the Ionic and Sense from your Fitbit account and your phone's Bluetooth settings.
• 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. 

[Yordanov]

Didn't work for me.