Sense will not setup at all

[julcroz]

I bought a brand new Sense yesterday - when I tried to set it up, it would not connect to wifi and it would not allow me to use bluetooth (the secondary option) to set it up. It would not show any wifi options (at my house, my friends house or at best buy where I bought it) and the bluetooth would not pair. I have a Samsung Galaxy S9+ with Android version 10 (up-to-date)

I tried working with fitbit livechat and tried every option:

-uninstalled fitbit app and reinstalled

-hard restart on the fitbit Sense

-disconnecting bluetooth

-telling bluetooth to forget the Sense

-removing all my prior bluetooth connections (car, speaker, etc)

-resetting my router, going to a friends house to use her wifi and going to best buy

I went to best buy and they tried a second fitbit Sense and it would not pair either. It seems to be an issue in the app itself. 

The screen on the watch continues to be a phone symbol with the download symbol in the middle. Is anyone else unable to setup the fitbit Sense and find a solution to this?

[Rich_Laue]

Hi @julcroz all setup must be done through the Fitbit app. 

If you have removed the Sense from the Bluetooth, then we know that the Sense has been setup and attached to your Fitbit account. We also know that your Sense has synced. 

Are you having issues loading your firmware? The Sense is the first tracker I was not able to setup through Bluetooth. 

When it comes to WiFi, is yours WiFi 2.5?