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Unable to setup Sense on iPhone XR

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‎03-10-2021 13:05 - last edited on ‎03-11-2021 13:53 by Fitbit Moderator

‎03-10-2021 13:05 - last edited on ‎03-11-2021 13:53 by Fitbit Moderator

I just received a Fitbit Sense from Amazon and no matter what I do, the app won’t find the watch. 

I have an iPhone XR and I’ve tried deleting and reinstalling the app, cycling my Bluetooth off and on, as well as holding the side button for ~10 seconds as recommended.

 

However, nothing seems to work. The Sense is fully charged, as it was charging all night.

 

The Sense screen only shows the blue diamond, even when plugged in. It occasionally vibrates for about half a second, every 30 seconds or so.

 

I have the latest iOS update installed. Is my Sense defective or is it just not compatible with an iPhone XR?

 

Moderator Edit: Clarified subject

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‎03-11-2021 13:58 - last edited on ‎10-15-2023 04:00 by Fitbit Moderator

‎03-11-2021 13:58 - last edited on ‎10-15-2023 04:00 by Fitbit Moderator

Hi @Dwagz, welcome to the Community Forums.

Thanks for sharing that you got a Sense and for every step tried prior to posting. I'm sorry for the experience that you're having with this process. I've confirmed that your iPhone XR meets the requirements to work with the Fitbit app and your watch's features. That being said, I've been informed that you already have a case created with our Support team and they provided you with assistance. Please follow their suggestions and keep an open communication with them so they can help you with this matter.

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