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Sense workout keeps stopping

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‎06-30-2021 11:35

‎06-30-2021 11:35

Typically when walking after about 3 weeks of working fine, my Sense just stops the workout. It isn’t pausing, it’s not even on the workout screen anymore and has stopped I it isn’t being pressed by accident. Anyone else? So very frustrating, how long do Fitbit typically take to provide updates for these issues?

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3 REPLIES 3

‎07-01-2021 18:44

‎07-01-2021 18:44

Hi @amandajakk. Welcome to the Community Forums.

 

Thanks for bringing this to our attention. I'm sorry you're having this experience and to look into this, may I know if you recall opening the Fitbit app during your walk tracking? Did you feel a vibration or see the Fitbit logo when this happened? Also is the Fitbit app updated?

 

Please note the side button might be unintentionally pressed when you bend or move your wrist a lot, causing to pause or end your workout without any notice. That being said, let me recommend restarting your Sense to fix any unusual behavior, wear it a little higher on your wrist when walking and monitor its behavior in the next days.

 

Hope this helps.

Best Answer

‎07-04-2021 10:40

In response to LizzyFitbit

‎07-04-2021 10:40

Hi, I am only walking so not doing any action to press the button by mistake, I’ve also watched it happen to monitor. It happens spontaneously and sometimes turns itself off. I can’t even flick my wrist back that far lol. I have restarted/reset it many times. I actually sent back the first one thinking it was faulty but now this next one is doing the same thing. Fitbit have said it’s a software issue and they are working on an update? I don’t understand why they continue to sell them if they are aware of the issue and have no date as to when the update will be available 

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‎07-06-2021 18:52

In response to amandajakk

‎07-06-2021 18:52

Hi @amandajakk. It's good to see you again.

 

Thanks for sharing more details, as well as contacting our Support team. I see where you're coming from about having this issue with the Sense, and I'm sorry for the inconvenience this has caused you. Our team strives to improve the Fitbit experience with our products and features based on our members feedback, rest assured yours won't be the exception as it'll help us to evaluate our procedures and work on them. Because you already have a case created, let me recommend keeping an open communication with them so you can receive further updates about this situation.

 

See you around.

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