Sense won't receive notifications from Android phone

[Sindiwithasanda]

I'm not receiving notifications . feel lime I've tried all the tricks. What an i missing?

Moderator Edit: Clarified subject and updated label

[Clove6060]

what phone?

https://help.fitbit.com/manuals/manual_sense_en_US.pdf

[Clove6060]

What phone are you using?

https://help.fitbit.com/manuals/manual_sense_en_US.pdf

[Sindiwithasanda]

LG Velvet

[Clove6060]

I’m not familiar with that phone. Hopefully someone else will chime in. 

[LizzyFitbit]

Hi @Sindiwithasanda. Welcome to the Community Forums. @Clove6060 Thanks for stopping by to help our friend.

@Sindiwithasanda Thanks for every step tried prior to posting and for confirming the model of your phone. Even though you've tried troubleshooting your Sense, could you confirm if the DND and Sleep Mode are turned off? Also, did you try the tips described in this help article? If that's correct, let me recommend reconnecting your watch to the Fitbit app so we can refresh its settings:

1. Remove your Sense from the Bluetooth settings.
2. Turn off other Bluetooth connections nearby.
3. On your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
4. Go back, tap Force Stop and reboot your phone.
5. Open the Fitbit app, tap your profile picture > Set Up a Device.
6. Select your Sense, tap Replace Device and follow the on-screen instructions.
7. Once this is done, set up the notifications and check the settings on your watch one more time.

 Hope this helps.

[KaktusJaque]

Lizzy, 

If I do this procedure, will I loose my Clock Faces that I purchased?

[Joviii]

I have a Huawei p30 pro and have the same issue with notifications. I have tried everything and the only way I get it to work is if I delete the data rather than cache. It only works for a day or so and then the message appears to reboot my phone for the notifications to work again. 

[Sindiwithasanda]

Thanks. A phone call with fitbit sorted it out for me.

[LizzyFitbit]

Hi @KaktusJaque and @Sindiwithasanda. It's good to see you again. @Joviii Welcome on board.

@KaktusJaque About your question, while the data that has already synced to your Fitbit account will remain there, you may need to reinstall your apps and clock faces on your Sense. In this case, I'd suggest taking note of the clock face's name so you can install it once the setup process is completed. If by any chance you have issues with this clock face, you can always get in touch with developers so they can help you out. You'll find their contact details in the clock face description in the Fitbit app.

@Joviii Thanks for your efforts while working on this matter. I'm sorry you have to delete the Fitbit app in order to get your watch working well and to look into this situation, may I know if you've exhausted the troubleshooting tips described in this help article? Also, let me know the message that appears when receiving a notification. These details will help me to investigate on my end.

@Sindiwithasanda You're welcome. Thanks to you for keeping me posted and I'm glad you sorted this out after contacting our Support team. In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you can share your story, meet more people and start your own topics.

Hope this helps.

[Joviii]

@LizzyFitbit I've had my sense since January, so I have tried all the troubleshooting tips I could.

It worked for half a day yesterday after I've deleted the data storage in settings again. I am just giving up at this point  😔

The message that comes up is "notification services not running. A phone restart is required to re-enable notifications on your tracker." 

[Sindiwithasanda]

I phoned the helpline and they talked me through a few steps in didn't know
about. Working fine now

[LizzyFitbit]

Hi @Joviii and @Sindiwithasanda. It's good to see you again.

@Joviii Thanks for sharing the message you're receiving, and your efforts while troubleshooting your Sense. Let me share that our team is aware of this issue about not receiving notifications when syncing with Huawei phones, and they're working on this matter to identify a solution to all our affected members. I'm sorry you're going through this experience and while there isn't a time frame for the fix, your feedback will be passed along so our team can be informed of the impact to you.

@Sindiwithasanda Thanks for stopping by to help our member. I'm glad your Sense continues working well and I'm sure your post will help other members experiencing similar issues.

See you around.