Sense unable to pair

[Amac1792]

Hi, I’ve bought a new Sense as my current one’s battery started dying, I’m trying to connect the new sense to my Fitbit app, but it keeps saying “an error has occurred” once I complete inputting the 4 digit code. I’ve tried everything that I can think of:

- I keep the watch on charge during.

- I’ve turned off my old watch and removed it from the app

- I’ve uninstalled and reinstalled the Fitbit app, it’s fully up to date and I finally moved the info across to Google

- My Bluetooth doesn’t show it as a device it knows until I try to link it with the app, once it fails to connect (4 digit code but) I go into Bluetooth and it’s connected to my phone, but it doesn’t give me the option to “forget device”

- I’ve turned my phone on and off and gazillion times

Can someone please help? I’ve got an iPhone, and that too is fully up to date.  

Moderator edit: updated subject for clarity

[MaCrisGBFitbit]

Hi @Amac1792 ! Welcome on board to our community forums!

Thank you for letting us know that you are unable to set up your Sense. I appreciate all the steps you have tried before contacting us. 

It is necessary to verify that the requirements for pair the tracker are met:

• 1. Since you have followed the instructions for your devices indicated in How do I set up my Fitbit device? Note that you can not configure the monitor from the device's Bluetooth screen; you must open the Fitbit application and follow the instructions that appear on the screen.
• 2. The software on your mobile device is updated. To discover if there is an update available for installation:  Touch Settings> About phone or About device> Android version.
• 3. The Bluetooth configuration of your mobile device is activated. Touch Settings> Connections> Bluetooth.

Check again the following information about your mobile device:

• Power saving mode is disabled on your device. This mode usually causes the device to turn off Bluetooth.
• You have the location services activated and the Fitbit application has permission to access your location. For more information, see Why is the Fitbit app prompting me to turn on location services?
• The Fitbit application is authorized to run in the background on your phone.

To unpair the device from bluetooth please try the following steps: 

• On your mobile device, go to Settings> Bluetooth.
• In the list of devices paired with the Bluetooth of your mobile, select Sense and then touch "Forget" or "Unpair" device, the name of the option varies depending on the mobile, on iPhone the option is called "Skip device".

Once you have verified the requirements, please follow the steps in the article below: Why can't I set up my Fitbit device?

[Guy_]

Hi @Amac1792 - it might also be worth clearing the storage cache of the Fitbit App if you have an Android phone and checking this link No internet connection  

[Amac1792]

I have an iPhone so I can’t do this x

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I’ve done all this and it’s still not working… continually getting this message (pic attached).

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I’ve tried with WIFI, I’ve tried using my data instead, my Fitbit app is not showing as not connected to any of my previous devices, although funnily enough it’s doing the same “unexpected error” message with my old device when I try to connect that too…

I’ve uninstalled and reinstalled the app, I’ve logged out, turned my phone off and on, turned my Bluetooth off and on.

My Fitbit app settings I’ve said yes to everything although location services doesn’t appear so I can’t toggle that.

[Guy_]

@Amac1792  - did you make sure that the Sense does not have any Bluetooth entries on any  phone and there are no other Fitbit devices or phones turned on when you try to add it back as a device on your phone.

Instead of clear cache swipe off the Fitbit app on the iPhone and then restart both before doing the add device, that may help.

[espmarker]

I have the exact same problem with my sense 2..