Sense won't sync and shows Fitbit logo when charging

[SunsetRunner]

Suddenly today my Sense stopped working and won’t connect to Bluetooth. When charging, it slowly flashes the Fitbit logo. This is a relatively new device, so it’s pretty frustrating. I’m wondering if others are experiencing the same and what a fix might be…

Moderator Edit: Clarified subject

[RonaldM]

I haven't experienced this myself, and it's strange when it happens just like that. But can you try a restart and see what happens? The steps you can find here: Restart Sense 2

Hope it helps. 

[SunsetRunner]

Thanks for your reply.  I’ve tried restarting the Sense with no success. I’ve also tried a factory reset, deleting and re-installing the app, turning off and restarting my phone, all without success. I probably just have to contact customer support. 

[RonaldM]

I'm afraid you tried all self service options, please mention all this when contacting support. Otherwise you first get the same suggestions all over again.

Hope it will be fixed soon! 

[SunsetRunner]

Well, I’ve been in hold for over an hour and their live chat on the website is not working. They don’t accept emails for support. I’m pretty unimpressed. 

[LizzyFitbit]

@SunsetRunner Welcome to the Community. @RonaldM Thanks for your great help.

@SunsetRunner I've moved your post to the Sense board so we can keep the forums organized. I understand how frustrating this has been for you and thanks for taking the time to troubleshoot your watch prior to posting. I went ahead to check your details and it seems you already have a case created with our Support team. I'm sure they'll continue helping you, so please keep an open communication with them.

About your other inquiry, let me share we’re no longer offering support by email. Your feedback is appreciated and if you need additional support, you can contact us via chat or phone by clicking here, or starting a new thread in the Help Forums to receive help from the Community.

[Sharna7077]

I am having the same problem and I can’t charge the phone. The logo is continuously on

[SunsetRunner]

I contacted support and they send me a link for a replacement. I would call them and specifically request Sense support. 

Moderator edit: format. 

[Sharna7077]

Thanks. I was messaging them and they are going to email me. So weird as I had no issues and now it’s not working

[CharlesCW]

I am on my 4th Sense where the others lost the Bluetooth ability despite other items being able to connect to my Google Pixel 3a XL.

I have now received the 4th replacement and up to now I have tried about 20 times to link the new Sense and my Pixel, obviously without any success although when i check in Bluetooth on the Pixel sometime the Sence is there to be deleted before i try again and sometimes there is Sense Control in the Bluetooth list to also be deleted.  I am at my whit's end and about to telephone support to enquire if there is now a solution.  I thought of asking for a Sense 2 as i am unable to actually afford the price, being a pensioner in the UK.  Good luck everyone and be safe.