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Nice to meet you, *****!
Could you please clarify which Fitbit Sense version?
Let's try to make a hard reset of your Fitbit and then reconnect it again.
Don't you mind?
How do I do that?
In the following messages, I will provide you with step-by-step instructions. I would be grateful if you could tell me when you complete every step.
Press and hold down the solid state button on your Sense for 10 seconds if it's frozen. At first, it will look like nothing is happening, but keep holding the button down. After 10 seconds, the Fitbit logo will display, and your watch will restart.
I see the logo now
Open the Fitbit app on your phone.
Click on the little avatar photo in the top left corner.
Click on the "Set up a device" button.
Select your version.
What do you see on the screen now?
Picture with an option to "Replace your fitbit"
Click on the "Yes" or "Accept".
It depends on which option it offers.
Now click "I accept".
Now you need to take your Fitbit to charge.
IT is on 16% charge. which seems low. Not sure if it's charging properly.
What do you see in the app at the moment?
P.S. I had it on charge from the time we stated this session.
I can choose "Next"
Yes, select it.
yes. Now I need a 4-digit code
Do you see it on the Fitbit screen?
Yes. It's prompting me for the 4-digit code. Could that be my phone PIN?
No, no. It's code to connect your Sense.
I checked my email and don't see a code there.
A 4-digit code should be on your Fitbit Sense screen.
And you need to enter this code in the Fitbit app on your phone.
I don't see it on this screen. There's 4 boxes for me to input the code.
What do you see on the watch screen?
The screen has changed now. It seems that I'm just in my Fitbit app.
Does your Sense show anything?
It just looks like the fitbit home screen.
Sorry. I was looking at my phone screen.....
Don't you see the code on the watch?
The watch screen seems like normal with the time showing/
Is it connected to the phone?
Should it still be on the watch now? How do I get to it?
Do you mean the code?
I believe it's connected to my phone because I can see the app on my phone.
Okay. So the issue is solved?
Yes I mean the code.
If your watch is connected now, you don't need a code.
I'll check to see if my phone bluetooth is connected to my watch.
The phone still says "Couldn't Connect"
Could you please clarify which phone you have?
It is a Samsung Galaxy S20 Ultra
Please try these other steps to see how your Sense responds:
Do you mean remove it from my phone settings or my watch?
From the phone settings.
OK. It did not say remove but "Unpair" so I clicked on unpair.
Now you can try to pair it again with the instructions I sent you earlier.
It still shows up as an available device
Could you open the Bluetooth settings and delete Sense from there?
On my phone?
OK that's what I did before. The option is "Unpair" not Delete". However, I don't see the Fitbit Controls device any more on the bluetooth settings of my phone.
Good. Try to repair it again.
How do I do that?
I meant to pair it again. In the same way, I sent you earlier.
Could you please show me the instructions again?
Here are the instructions:
OK.The phone screen says "sense Found" an it indicates that it's connecting but that's been going on for 3-4 minutes now,
It just times out without connecting.
I'd recommend giving a try to the following:
What do you mean by Force quit the fitbit app?
You need to open task manager on your phone and close it from there
Would I find Task Manager in settings on my phone?
You don't need to open settings to do that
How do I open Task Manager? I can't see that on my phone.
Tap the. Recent Apps icon. to view recent apps.
Perform any of the following: Open: Scroll to and tap the desired app in the list. Close: Scroll through the list of apps, hold the app then swipe the screen up.
My phone says "No recently used apps"
Noted, it means that the app is closed
but Fitbit still shows up in the apps
Sure, you don't need to delete it
You can proceed with the rest of the instructions
OK my phone is rebooting. How do I restart my watch?
Press and hold the button or buttons on your tracker for 5 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
That doesn't seem to be happening when I press the button for 5 seconds or even longer.
To restart your watch, press and hold the button for 10 seconds until you see the Fitbit logo on the screen, and then release the button.
I believe the phone and the watch have both been restarted.
Great! Now turn on the Bluetooth only on your phone and open the Fitbit app.
Great! I think I finally got it . It is now taking me through the normal setups, Alexa etc. Thank you for your help.
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
Not right now. Thanks.
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