I got my wife a Fitbit sense xmas 2021 it started buzzing then stoped working have tried rebooting no good what comes on screen is a big red X data not cleared sync & try again have do that but want sync

Expert: Aleksandr Kamennyi

Aleksandr Kamennyi (Expert): Hello, thank you for contacting Howly! I am here to help you today! May I know your first name, please?

Customer: *****

Aleksandr Kamennyi: Nice to meet you, *****
Aleksandr Kamennyi: Your Fitbit might be vibrating at the wrong time because it needs a restart, to be plugged into the charging cable, a reboot, or a software update. It could be that there is an app that is causing the vibration too.

  1. Press and hold down on the Fitbit’s power button.
  2. Let go of the power button once the screen goes to black. This should only take a few seconds.
  3. Wait for a few seconds. Once again, press and hold down on the power button until the Fitbit turns back on.

Customer: I have done this the screen is dead nothing happens only when i put charger on the red X comes on

Aleksandr Kamennyi: I got you.
Aleksandr Kamennyi: Well, this usually happens when you performed a factory reset before unpairing the device. Usually, you should unpair your Versa, forget Bluetooth and perform the factory reset. To solve this issue, follow these steps in the order shown: Unpair your Versa.
Aleksandr Kamennyi: Could you please follow the instructions below and let me know if any of the steps are not quite clear, I’ll be happy to clarify them to you!

  1. Unpair your Versa.
  2. Unpair from Bluetooth.
  3. Force quit the Fitbit app.
  4. Turn off the Bluetooth.
  5. Shut off your phone and turn it on after 1-2 minutes.
  6. Turn on the Bluetooth.
  7. Setup your device again. https://help.fitbit.com/articles/en_US/Help_article/1873#replace
  8. If there is no connection, restart your Versa once again.

Customer: As i said it is not paired with the phone when i try to pair it says cannot connect but i will try and do what you say

Aleksandr Kamennyi: Write me back then, please.

Customer: have done what you said is says there is a fitbit connected to your account already are you setting up a new one

Aleksandr Kamennyi: Then go to the Fitbit app and delete your previous device.

Customer: sorry were do i do that

Aleksandr Kamennyi: Give me a min to provide you with instructions.
Aleksandr Kamennyi: Could you please follow the instructions below and let me know if any of the steps are not quite clear, I’ll be happy to clarify them to you!

  1. From the Fitbit app dashboard, tap the Account icon.
  2. Tap the image of the device you want to remove, then scroll to the bottom and tap the option to remove the device.
  3. Follow the on-screen instructions to remove the device from your account.

Customer: i think i have done that what now

Aleksandr Kamennyi: Your device is now working correctly?
Aleksandr Kamennyi: Could you please follow the instructions below and let me know if any of the steps are not quite clear, I’ll be happy to clarify them to you!

  1. Plug in the dongle that came in the box with your device.
  2. In the Fitbit app, tap the Today tab. your profile picture.
  3. Tap Advanced Settings.
  4. Turn on the Fitbit Connect Classic Mode option

Customer: ok it looks like it is working will have to see when my sense is fully changed thanks for your help

Aleksandr Kamennyi: Please let me know if you have any other questions and I’ll be happy to clarify them for you!

Customer: do i leave this connection open ?

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Aleksandr Kamennyi: Thank you for chatting with us today! We are available 24/7, you can refer your questions anytime.