Sense won't sync to my phone

[MrsGarcilazo]

My sense used to sync up with the phone app, now it just tells me there was an issue with sync.  I have tried everything, even contacted customer support and nothing has helped

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @MrsGarcilazo. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Sense before posting here. I understand where your concern is coming from. 

I'm sorry for the inconvenience with our Support Team, it seems that your chat got disconnected before the could resolve your issue. 

Moving on to the issue, may I know the model of your mobile phone? Please make sure it meets the requirements listed here.

Despite meeting the above requirements, the following devices often exhibit compatibility issues that cause our products and services to not operate properly:

• Huawei P8 Lite
• Huawei P9 Lite 
• Xiaomi Mi 6 
• Huawei P20 Lite 
• See these additional instructions for help resolving any issues using the Fitbit app on this device.

If your phone is not on the list above and meets the requirements to operate properly with the Fitbit app, please try the steps below:

1. Remove the Sense from your phone's Bluetooth settings and in the Fitbit app.

2. Restart your Sense.

3. Turn off other Bluetooth connections when not in use.

4. Plug it into the charging cable and open the Fitbit app.

5. Set up your Sense.

Hope that helps.