Sense won't answer calls

[Christie_mb]

I have a fitbit sense and a Samsung galaxy s10. I have been able to sync texting, my calendar, emails, and I can see a call coming in and decline it but when I hit accept i get "connection error. There is something wrong with your connection.  Take call on phone. " I've called myself from another phone several times. What am I doing wrong???

Moderator Edit: Updated label

[LizzyFitbit]

Hi @Christie_mb, it's good to see you here in the forums.

Thanks for bringing this to my attention. Although you're receiving call notifications, please make sure your phone is connected to the Sense controls via Bluetooth and the Fitbit app is running in the background as this will allow you to take on-wrist phone calls with the Sense. If that's correct, please give a try to the following steps:

1. Remove the Sense from the Bluetooth settings.
2. On your phone's settings, tap Apps > Fitbit > Storage > Force Stop.
3. Restart your Sense.
4. Open the Fitbit app and pull down on the screen to force a manual sync.
5. Open the Fitbit app, tap your profile picture > Sense > Notifications and turn off/on the calls notifications.
6. Go back and tap On-Wrist Calls to set up this feature one more time.

[rpmfc36]

Hi, this affects me too. I've tried the possible fix but it's a no go. Sense controls never connect with phone, i've tried all the workarounds in the forum but still doesn't work, it's a shame that this device is plagued by so many problems who are reported times and times and still no solutions are provived by Fitbit.

[LizzyFitbit]

Hi @rpmfc36, welcome to the Community Forums.

Thanks for sharing your thoughts about the Sense and for the steps tried prior to posting. I'm sorry for the experience you've had. The comments we received from our members never go unnoticed, and yours won't be the exception as it'll help us to work and improve our products, services and overall Fitbit experience. Because the On-Wrist Calls feature isn't working well, I'd recommend to get in touch with our Support team so they can take a deeper look into this situation. You can contact them via chat or phone by clicking here.

[Mikekahn]

I have the same problem. Very frustrating because it used to work great. I am curious what their support team did for you when you contacted them? Seems a lot of run around I am getting. Too bad no extra steps showed up on my fitbit for all the running around for answers 🤣

[LizzyFitbit]

@Mikekahn Welcome to the Community.

Thanks for joining this thread and letting us know about your Sense. I understand how frustrating this can be and I'm sorry for the experience that you've gone through. Because your post didn't mention, may I know if you tried the steps suggested above? If you have done so, please get in touch with our Support team so they can evaluate your watch's behavior and provide you with further assistance. Click here to get connected with them via chat or phone.

[Mikekahn]

Yes indeed did all the troubleshooting. No luck used to work great then
nothing. Pretty disappointing.

[LizzyFitbit]

Hi there, @Mikekahn.

I'm sorry for the inconvenience this has caused you and appreciate the time take while trying the steps suggested above. Given this situation, let me suggest contacting our Support team so they can help you out with this matter, and bring you back on track. You can use this link to get connected with them via chat or phone.

[Jetskijo]

"Sense controls" dies not show up in Bluetooth connections!!??

[LizzyFitbit]

@Jetskijo. It's good to see you here.

Thanks for joining this thread and because your post didn't mention, may I know if you tried the steps described in my post? If not, please give them a try so you can set up the On-Wrist Calls on your Sense one more time. Make sure to turn off any other Bluetooth connection nearby to prevent any interference and keep me posted on the outcome.

[Jetskijo]

So I had a broken phone; ended up with a 2nd new one which I'm keeping. But on both phones I had the same issue with "sense controls" not showing up in Bluetooth connections. I followed all the correct steps; nothing worked. After messing around with this the "sense controls" mysteriously appeared HOURS later. Not sure why this happened on BOTH phones,  but it seems to work now.

[LizzyFitbit]

Hi there, @Jetskijo.

Thanks for keeping me posted, and your efforts while working on this matter. While I'm glad the On-Wrist Calls feature on your Sense is working properly, I understand your point of view about this experience. Your feedback is appreciated and it'll be passed along so we can improve our devices and their performance.

[Swillfisch]

Customer service could not help. 1 person told me would be filled in the 5.1 version update...another one had no clue ... any ideas when the  update is coming? Or shall I return this device? 

[garej704]

The instructions didn't work for me. The device keep searching for Fitbit sense on my watch but never went to the next step of completing On-Wrist Calling. 

Here's what did work.

1. Remove the Sense from the Bluetooth settings.
2. On your phone's settings, tap Apps > Fitbit > Storage > Force Stop.
3. Restart your Sense.
4. Open the Fitbit app, tap your profile picture in top left corner>Sense>>On-wrist calling and start setup.
5. Go to watch Bluetooth settings on your phone and select "Sense controls" and connect.
6. On-wrist calling is completed "On-wrist calls is all set" is displayed.

After that, it now works again. Hope that helps someone.

[Mikekahn]

My doesn't work any more either. They changed the firmware last year and it
never worked properly again. Disappointing

[LizzyFitbit]

Hi there, @garej704 and @Mikekahn. @Swillfisch Welcome on board.

Thanks for your efforts while working on this matter, as well as contacting our Support team. I understand how you're feeling about this situation and please know this feedback hasn't gone unnoticed. Before anything else, let me share that the On-Wrist Calls feature should already be available on your Sense. Just make sure it's updated to the latest firmware version and synced to the Fitbit app.

That being said, if you're having difficulties to get this feature working again, please give a try to the suggestions shared in this thread including the tips posted by @garej704. Once that is done, monitor your watch's behavior and let me know how it goes.

[Brandy2]

I am so disgusted with Fitbit. Just purchased the Sense against many family members better advice to go with a Garmin. The same old syncing problems the Fitbit has had for years, and they never have fixed it. I am ready to sell it and purchase a Garmin, which no one in my family has ever had syncing problems with. What a fool I am to keep believing in Fitbit. It's not rocket science to make a device sync and recieve calls in this day and age, but for Fitbit it's beyond their grasp. 

[Jetskijo]

I wholeheartedly agree. I'm on my 3rd fitbit and with all the problems I continue to have I will switch to anything other than fitbit when it dies. My son has never had a problem with Garmin. Why are there so many issues with fitbit????

[bijopjose]

Hello, Today  I got my fitbit. 

I also face the same problem...  so sad.. These instructions do not work for me... spending too much time to setup this...  wished to attend atleast a single call...  

[MDClaypool]

I have also tried all the supposed fixes and nothing works. Do not get calls, texts or anything else. Definitely would not have gotten this new sense if I knew of all these issues.