Sense won't connect to Bluetooth

[Coachman]

My watch has had a ‘fit’ it has disconnected from Bluetooth- & won’t re connect & all I can get from it is a contestant roll round in a variety of languages telling me to download the FitBit app.

I’ve uninstalled it on my phone re- installed it and the same thing. I’ve disconnected blue tooth re connected blue tooth- emailed FitBit support who emailed back saying While we’re no longer offering support by email, if you don’t see what you’re looking for or need additional support, you can always chat with us online or give us a call. Click here to get connected.🤦 

Moderator Edit: Clarified subject

[LizzyFitbit]

Welcome to the community, @Coachman.

Thanks for taking the time to troubleshoot your Sense, and I'm sorry for the inconvenience you've experienced. Before anything else, let me explain that you can start a new interaction with our Support team via chat or phone only, by clicking on that link as the email option is no longer available.

I went ahead to check your details and it seems you already have a case created with them. I'm sure they'll continue helping you with this matter, so please keep an open communication with them.

[CharlesCW]

I have had trouble with my Sense since I purchased it.

Your support team are not capable of providing a satisfactory solution because despite carrying out the same instructions, to provide the same results I am now on the 9th replacement, all with the same result.

I have volunteered to accept the upgraded Sense 2 but this does not seem to be an option that is available, must have cost a great deal by keeping carrying out nine exchanges.

'If you keep doing the same thing you will always get the same results'

At 78 years of age with a heart condition the stress is making my situation worse.

I have now discovered, by means of a message on my Pixel 7Pro that the pin or password is not correct hence the phone finds Bluetooth but will not make the connection.

I have found that your support department are of no use at all and seem to have an attitude that is upsetting and of no use whatsoever.

I have carried out numerous feedback surveys and up to now I have not received an acknowledgement or any other communication.

I have to send my Sense off to be received before it is exchanged and the replacement despatched back to me, I then receive an e-mail saying that as support have not heard anything my case has been closed.  Not a helpful situation - the correct customer service action would be to make contact to enquire if I am in fact satisfied and to ask if it is OK to close the case (that is what Microsoft do).

As you can safely assume, I am still in the same situation that I was in with the previous 8 Sense.

I WONDER!

[LizzyFitbit]

Hi there, @CharlesCW.

Thanks for sharing this detailed information, and the time in contacting our Support team. I understand where you're coming from and I apologize for this situation as this isn't the type of experience that we want you to have. Your feedback is also appreciated as please know we'll keep working to improve our devices, services and overall Fitbit environment.

While I don't have access to your case, I've forwarded your posts so our team can look into your details and provide you with assistance. They'll send you an email shortly, please follow their suggestions and keep an open communication with them.

[willjoe]

Reboot your phone and restart your watch. Turn on the Bluetooth only on your phone and open the Fitbit app. Tap your profile picture > Set Up a Device > Sense > Replace Device. Follow the onscreen instructions and if prompted, accept to pair your watch with your phone

Regards,

Diana

[LizzyFitbit]

Hi there, @willjoe.

Thanks for joining this thread and suggesting other steps to get the Sense connected. I'm sure other members will also find your post very helpful!