Sense won’t sync properly - only recording steps

[Kris1313]

As of Oct 31 morning my sense will no longer sync to my phone-app. Steps will sync and some heart-rate but all the features I pay for with premium stopped working. No sleep stats, no sleep score, no heart rate variability, no readiness score etc.. I have turned on/off my phone, restarted my watch, uninstalled and reinstalled the app, checked my Bluetooth settings, made space in my phones memory, updated my phone software, checked for watch updates and app updates. Nothing is working to fix the issue? Is this it for Fitbit now? Do I give up and cancel my membership/sell my watch buy an Apple Watch?

[lcdpacific]

As of nov 2 my time is not working it shows a time completely off the clock. Nice to see fitbit responded to your two day old inquiry 

[Cherwick]

I'm having the same problem as both of you. My Fitbit sensa won't since nor will the time update

[Kris1313]

The solution I was given by Fitbit help-chat was that my warranty was passed and my device is garbage and I have to buy a new one but they will “graciously” offer me a discount on a new device. I paid almost $400 for this just barely 1 year ago and pay a monthly subscription. I’m not at all impressed with fitbit

[Steps2023]

Hi Kris. I feel exactly the same way that you do. I have also tried everything to get my Fitbit, which has mostly always been reliable, to work. But nothing has worked. Nothing seems to sync. I can’t reset the time on my watch. All my steps, sleep patterns from the last 10 days are missing even though that they were there previously. I am also thinking about getting an Apple Watch. 

[Alwaystryan]

My sense syncs… inaccurately.  The steps on the watch don’t match the app.  The miles don’t match… Not even close.  I had no problems until I converted to Google…

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Since the Google takeover?  That’s when I started having issues.

Moderator edit: clarified content.

[Kris1313]

Same here. Start slamming them on Facebook, Instagram, twitter, everywhere you can. Let others know we are having issues if Fitbit won’t admit to it. Write to news/media. Fitbit is trying to claim it is the devices themselves and get people to buy another new device so they get MORE profits off this. Seems like a big scam to me!

[Tashi3]

I'm having the same issues as well since the update.  The heart rate and sleep senses worked for 1 day but not anymore.  I can't even restart the watch. I think I may switch to a Samsung watch. Having too many issue with Fitbit to be paying for Premium, trying to request help, and get redirected to a community page instead of expert help. 

[Cnim]

Ditto here, a Few days ago sleep tracking reverted to basic.  Now, all of my stats disappeared and I cannot connect to WiFi and my Bluetooth connection goes in and out.  Tried shutting down app and watch, removing and reinstalling app, forgetting Bluetooth device, etc. but none of it works.  even tried switching to Google sign-in and get the message that my email address is associated with another Fitbit device and I need to use another Google account to sign in with.

[Cnim]

Hi Tashi3,

After I posted a reply yesterday I think that I fixed my problems by doing a modified version of the steps @Noor98 posted below to fix a Bluetooth connectivity problem.

@Noor98. Welcome to the Community Forums. Thank you so much for trying the tips and recommendations provided by @Guy_.

In addition to all the steps you've done, please try the following in the order listed:

• Unpair your Sense from your phone's Bluetooth and Fitbit app or in your case, make sure it's no longer showing up there. 
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Cnim added-Delete/Remove Sense from Fitbit App 
• Force quit the Fitbit app.
• Cnim added-Delete Fitbit App from your phone
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Cnim added-Install Fitbit App from iPhone App Store
• Plug Sense into the charging cable and open the Fitbit app.
• Set up your Sense.
• If there is no connection, restart your Sense.
• Once your Sense is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Sense first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

Tashi3, essentially what you will do is delete the Sense device from bluetooth on the iPhone, remove/delete the Sence from the Fitbit app and then shut down and delete the Fitbit app on the phone, then shut down the iPhone and the Sense watch.  Then your rebuild the Sense/Fitbit app interface from scratch. 

[Kris1313]

I wish this were the solution for me but unfortunately it seems to only help a select number of devices having this issue. I have tried every combination of disconnecting and reconnection everything from the app to the Bluetooth and still not a single thing is  working. My steps sync the day of and then don’t save and disappear next day so my app is blank for every day since nov 1. Yesterday I cancelled my membership (though I don’t get any refund for the 4 months left on my annual subscription) and I deleted my app. Fitbit has failed to acknowledge anything so I will never be returning to Fitbit as a customer again. 

[Cnim]

Actually, the solution I suggested only partially worked.  I still cannot get all of my health metrics, specifically BR and HRV, that stopped after the "GOOGLE" update.  I totally agree with your decision.  My Sense is only one year old and has had multiple issues, including the original band failing after a few weeks.  I've been looking at Apple watches, my children and their families have a total of six of different models and generations and all are working flawlessly.