Sense won’t sync and is losing time

[JBenz05]

For the last week I have been having a lot of trouble syncing my Sense and today it will not sync at all. Previously in the week I could restart my Sense and then it would sync, but now every time I restart it, the time goes backwards several minutes and it still won’t sync. I have logged out and back into app, O have turned Bluetooth off and then on again and I have removed Sense from the app and set up as a new device, but nothing is working. I also can’t seem to find a way to email customer support which I find very frustrating. Are other people having the same issues, and does anyone know how I ca contact support?

[Guy_]

You can contact Fitbit Support directly.

[JBenz05]

Live chat says not available in Australia and when I click to send a direct message, it wants me to log into Twitter (which I don’t have.) I was hoping to just use an email address or something. 

[Guy_]

Well presumably you have restarted the phone and the watch and have been able to charge it fully.

Along with disabling any other Bluetooth devices in the vicinity while trying to connect.

You can also try

In Android phone Settings *

Apps

Fitbit

Storage - clear cache [not data]

Force Fitbit shutdown

[though it doesn't seem to fully]

Log back in to the Fitbit app

*Quick Shortcut: Press and hold the Fitbit launch icon, then App info [on some phones]

Or for IOS uninstall/reinstall the Fitbit App, and redo all notification setup.

Before moving on to more complex resolutions.

[adp818]

I am having the exact same issues!  I've only had the Sense for 2 months and it's synced fine up until the last couple of weeks.  I've done every trouble shooting suggestion out there and it's worked up until the past few days.  I am not able to sync at all anymore and it is BEYOND frustrating!  Especially since the Sense is not cheap.  Very disappointed.

[deamo5333]

Mine is syncing but every 15 minutes. WTH is that about? 

[Gazzarossi]

My Sense had to have several attempts before it would sync to the app on my android mobile but today it will not sync at all!

It last synced early morning today and tried numerous times since to no avail, just keep getting the message 'Couldn't sync your sense'  FIX IT

I don't want to loose any data as I rely on it a lot. 

FitBit do have a Facebook Page!

[Gazzarossi]

Just went through all the checks again, switch this off and that off etc etc and it synced! see how long it lasts ...... 

[JBenz05]

UPDATE: I have been in contact with Fitbit support. I was unaware that my IOS was not up to date and the lady advised me to try updating it. As soon as my phone came back on, my Sense synced. Crossing my fingers that it will keep working. 

[Guy_]

@JBenz05  thanks, which version do you have now?

[JBenz05]

Looks like I spoke too soon. It synced once and now won’t do it again. It also just lost 2 minutes time again when I tried restarting 🤦🏽‍:female_sign:

[Cocuba]

I have a mate 20 pro and syncing the app with the smartwatch is terrible. Before, I had a simple smart band (30 usd) and it was 10 times better in sync with the phone.

If the watch loses bluetooth connection to resync, it takes me a while and I have to do it manually, I am so sorry I bought this sense.

[adp818]

Same here!  It synced once a couple of days ago and hasn't since.  I haven't gone through all the troubleshooting again because quite honestly, I'm tired of having to do that.  

[Sms3511]

My sense is doing the same thing.  It had stopped syncing periodically over the past few months.  But all of a sudden it has stopped syncing all together. This has been going on for 2 weeks.  I have to manually turn off the blue tooth and wireless(I am trying everything) at that point once I reconnect blue tooth and wireless, it will sync.  BUT, i have to do that each time to get it to sync.  I have had issues with this version of fitbit since purchased, which was in december.  I've had several other versions and all the others worked great except this one.

[Guy_]

If you watch loses time get it replaced as its under warranty. and not even working as a watch.