New Sense won't pair to iPhone

[jachanle]

iPhone X not pairing with new Sense to rec texts on watch 

now phone can’t find it on Bluetooth 

Moderator edit: subject for clarity 

[Jhuynh0912]

same issue! Rebooted iPhone, sense, removed the tracker and now my iPhone cannot locate to reconnect 

[jachanle]

Yes, I did all that too.
Not good!

Sent from my iPhone

[LiliyaFitbit]

Welcome to the Fitbit Community, @jachanle @Jhuynh0912.

@jachanle I appreciate your participation in the Forums and sharing that your new Sense won't pair to your Fitbit account and your phone can’t find it on Bluetooth. Thank you for trying to resolve this, I understand how you are feeling and I am here to help. I've shared your post with our Support team and they've mentioned that you already have a case with them. I know they will be glad to help you out and provide a solution, please keep an eye on your inbox. 

@Jhuynh0912 I am sorry that you are going through the same situation, I understand how you are feeling and appreciate your troubleshooting efforts. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts.

Let me know if you have any questions.

[jachanle]

I have not been helped. My watch will no longer connect to my iPhone X
I del on app and have tried to add
Nothing
Then watch froze up and stayed on the clock until it died

This is new!! Before this happened would not send texts

Sent from my iPhone

[LiliyaFitbit]

Thank you for your response, @jachanle.

I appreciate the additional details. I am sorry to hear you are going through this situation. Since you have a case with out Support team, please continue the communication through email, they'll further investigate the issue and help you in the best possible manner. I appreciate your understanding. Meanwhile, you can check our complete troubleshooting instructions at Why can't I set up my Fitbit device?

I'll be around. 

[jachanle]

How do I contact customer service to see about returning new Sense?

I can’t find on the app 

[LiliyaFitbit]

Thank you for your reply, @jachanle.

I understand your concern about returning your new Sense. Since you have been working with our Support team, please keep an eye on your inbox. I know they will be glad to help you out and provide further instructions. 

You can find more information about Fitbit’s return and warranty policy at What's Fitbit’s return and warranty policy?

If you have any questions, feel free to let me know.

[PrincipalMJ]

Having same issue. I gave up an Apple Watch for sense.  Sense not pairing with iPhone 8.  

[Jhuynh0912]

I eventually chatted with a Fitbit representative and was able to fix the issue. There seems to be certain steps THEY take so follow exactly what they ask of you. Even if it sounds repetitive and “I’ve done that,” it ends up working out. 

[PrincipalMJ]

I try to connect sense to iPhone and message is same.  Be sure sense is turned on and in range.  The sense is on and next to phone but connection is unsuccessful.  Any remedies? 

[Dawnas]

I got my Fitbit sense 2 days ago and I am having the same issues, phone now can’t find Fitbit even though they are next to each other, so cannot pair, also not getting calls or notifications on it.

[LiliyaFitbit]

Welcome to the Fitbit Community, @PrincipalMJ @Dawnas. Thank you for your reply, @Jhuynh0912.

@Jhuynh0912 Thank you for sharing your experience. I am glad to hear our Support team helped you resolve the issue. 

@PrincipalMJ @Dawnas Thank you for sharing the details of the issue you’re experiencing. I recommend removing the Bluetooth connection between your phone and your Fitbit device:

1. On your phone, tap Settings > Bluetooth > the information icon next to the name of your Fitbit device > Forget This Device.
2. Open the Fitbit app and set up the connection again. You should receive a message asking you to allow your Fitbit device to pair with your phone.

3. Tap Pair to approve the request.

For complete troubleshooting instructions, see Why won't my Fitbit device sync?

@Dawnas You can confirm the steps to set up notifications at How do I get notifications from my phone on my Fitbit device?

Let me know how it goes.

[Dawnas]

Hi, I have already tried these steps numerous times without success I’m afraid 

[LiliyaFitbit]

Thank you for your reply, @Dawnas.

I appreciate your efforts. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[ValeDams]

I have been having the same problem (with my iPhone XS iOS 14.4) for more than a week... already done every procedure required but nothing. It is so difficult to synchronise the app I’m planning to ask for a change of device (Sense).

Any solution found during these months?

[LiliyaFitbit]

Welcome to the Fitbit Community, @ValeDams.

Thank you for joining the thread and sharing that you're experiencing the same issue with your watch. I appreciate your troubleshooting efforts. I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue working with them. I know they will do their best to help you. 

Have a nice day.

[SunsetRunner]

This didn’t work! So frustrating brand new sense and nothing but trouble connecting.