Sense won't stay syncing and it's locked

[TMP77]

I am getting increasingly frustrated with this device. Firstly it won't stay syncing with the Bluetooth on my phone. I have to repeatedly pair the device to my phone, sometimes up to five times a day!!!

Secondly, it has now locked me out of my phone as it claims I incorrectly entered a pincode ten times. It was my pin code. I forgot the device on the app, tried to pair phone and sense, but as the device is locked I can't pair them as it won't show me the pin to enter to pair the phone.

I am so tempted to throw it out the window. It was really expensive and I thought it would be great. But since I've got it it has only added to my levels of stress!

Moderator Edit: Clarified subject

Please help!

[Rich_Laue]

Hi @TMP77 you, as a user, will not be able to pair a tracker to the phone. 

The user sets up the tracker to their Fitbit account, then the Fitbit app does the pair process. 

Removing the tracker from the app will never fix a sync problem, and when the tracker says to unlock with the phone, removing the tracker from the Fitbit account simply digs a deeper hole. 

It is a 30 second procedure to unlock the tracker through the Fitbit app. 

I suggest setting the pin for Fitbit pay only. It makes things a whole lot easier. 

We now have to do a factory reset of the Sense. 

• Hold the back button for about 8 seconds.
• When the Fitbit logo disappears:
• Release the button briefly (for less than 2 seconds).
• Hold the button again until they feel a second, longer vibration, which indicates the factory reset. 

For sync issues look here. 

Removing the tracker from the phone, has helped many users, but this is done by removing the tracker from the phones Bluetooth. Then open the Fitbit app and see if it syncs. 

You still need to remove the tracker from the phone so that the Fitbit app will be able to discover the tracker. 

[WilsonFitbit]

Hello @TMP77 Welcome to the Community Forums! @Rich_Laue I appreciate your input! 

I was told by our Support Team that you contacted them. Since you have received assistance from them, I suggest you to update your case if you require further assistance or if you have any additional questions about the outcome of your case.

Have a wonderful day!