Sense won't appear paired at fitbit.com

[Vvillafr]

My Fitbit.com is showing that I have no devices paired.  However, my Sense is  paired/synced with my Fitbit App. This is problematic because I am trying to sync with a work related health application, Virgin Pulse. I am able to sync my Sense with Virgin Pulse, but my data does not transfer over to Virgin Pulse. I have synced/unsynced several times but all attempts have been futile. Please help! Thank you!

Moderator Edit: Clarified subject

[eezeepee]

Are you logging in with the same account/email on the website as your Fitbit app?

[Vvillafr]

Thank you for responding. Yes, I have only one email account for both the app and the website.

Sent from my iPhone

[eezeepee]

Maybe try deleting your Sense on the app (be sure to sync first) and then adding it again. You won't lose any data. 

[Vvillafr]

I’ve “removed this sense” and “set up a a device” numerous times on the app. My last resort is to delete my account and start fresh

Sent from my iPhone

[LZeeW]

@Vvillafr   I'm sorry, but I don't have an answer for why you can't see your devices on the web dashboard.  I see mine.  But there are changes that you can't undo if you delete your account.  All that data will be lost after seven days if you delete your account.  You have seven days to change your mind if you delete your account.  How do I delete my Fitbit account? 

Have you tried logging out, then logging back in?  Have you tried a different browser?

[LizzyFitbit]

Hi there, @Vvillafr. @eezeepee and @LZeeW Thanks for your great help!

@Vvillafr Thanks for bringing this to our attention. It's odd your Sense won't appear on your online dashboard and if you haven't done so, please give a try to @LZeeW's suggestions. Make sure there isn't any typo when entering your email address and password. If by any chance the issue persists, my best advice is to get in touch with our Support team so they can investigate your details and bring you back on track. They're available via chat and phone, just click here to get connected with them.

See you around.

[eezeepee]

I happened to be going through the Fitbit app and maybe you can try revoking your computer as an authorized device.

1. Tap your profile pic in the top left.

2. Tap account settings. 

3. Tap Authorized Devices

4. Tap your computer that your logging in with that's not showing your Sense.

5. Tap revoke access.

After that try logging in on your computer again. 🤞🏼

[Rich_Laue · Accepted solution]

You can't pair a tracker to fitbit.con. You attach the tracker to your fitbit account. 

Now we must log into the same account   

It is easy to see what email is associated with fitbit com by going to https://www.fitbit.com/settings/profile

 However not so easy in the app, so let's try something different @Vvillafr and check the join dates. 

Let's open the fitbit app and check the date joined, by tapping on the top left. You will see this datefunder your user name.. 

On your fitbit.com profile it says you joined January 2018. The two join dates should match. If they don't, you have two accounts. 

[eezeepee]

Do they need to match? You can be a Fitbit user for a long time before using the Fitbit Community forum. If anything, it appears they are the same account since the community profile does actually link to the Fitbit profile.

[Vvillafr]

Everyone on this forum is absolutely amazing!!!!

I didn’t realize that I had 2 email accounts. Thank you for showing me how to research that and also revoke access.

I am finally syncing with my work related health app and now am not appearing like such a loser with zero steps. Haha.

Thank you everyone for your time and effort. You are all wonderful!!!!!

Sent from my iPhone

[eezeepee]

Happy you got it figured out!

[Chickabaybay]

Try maybe force stopping the app, unpairing and repairing both sense and sense controls, restarting fitbit device(not the reset just the restart) and Uninstaller and reinstalling the app.  I have this happen and did all this except unistalling and reinstalling the app and it fixed it. I've also noticed that different clock faces affect how my fitbit syncs and records my stats, one face I've used says I'm sleeping when I take it off or while sitting. I really think that the some faces really mess with them, maybe not the problem in this case but in many others.  Hope this helps.

[Chickabaybay]

Okay sorry just reread and seen you said fitbit.com. still might help though. I've noticed that the website is kinda glitchy, especially on my phone. I think it's probably the website being dumb. It seems I may have had this happen too, but not sure what I did, I think I just waited and logged in later. You may not have time so can you log in with a laptop or computer if your using a phone. Signout on other devices and make sure the page is refreshed. Maybe even try using different browser like Google instead of Microsoft edge, vice versa.

[eezeepee]

@Chickabaybay They figured out the problem and fixed it already.

[Chickabaybay]

That's good.  I seen that after I made a second post. I didn't want to make a third saying I don't understand threads and got impatient and posted my thoughts before reading to the the end and seeing problem solved. Lol.   Anyways, I'm glad it was resolved, it is not fun when this stuff happens.