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Sense won't connect to my phone nor sync

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‎07-22-2024 23:53 - last edited on ‎07-23-2024 11:12 by Fitbit Moderator

‎07-22-2024 23:53 - last edited on ‎07-23-2024 11:12 by Fitbit Moderator

A few days ago I noticed that my Sense seemed to sync on the app (showing me sleep data, resting heart rate, etc.), but none of the data showed up on my actual Sense. 

I then disconnected my Sense from the Fitbit app to see if it would sync properly if I reconnected it, but now I can’t connect it at all. It gets to the stage when I enter the 4-digit code on the screen, but then just says “connecting” for around 5-10 minutes then says it failed:

IMG_5858.jpeg

 

I then tried to move my Fitbit account to Google to see if that would help, but now ALL of my step data has disappeared from the app.

I have tried:

  • holding down button to restart Sense
  • restarting phone 
  • forgetting device on phone’s Bluetooth settings then reconnecting
  • deleting and reinstalling Fitbit app
  • making sure Fitbit app is in latest version 
  • using a different phone to sync Sense.

The only thing I haven’t tried is a factory reset on my Sense, but I don’t want to lose all my data so that is a last resort.

I have a feeling that it may be a problem with the app - it’s definitely not my phone as I have tried it on 2 different phones.

I would appreciate any suggestions.

Moderator Edit: Clarified subject

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