Created: October 17, 2022

I have Fitbit Sense with the app on my Android phone

Under bBluetooth devices on my phone I see a device called "Sense Controls". It shows this as paired. However, when I try to connect, it says "Couldn't Connect". I don't think this ever connected. However the app still works for certain things. Should my phone Bluetooth be connected to Sense? If so, why won't it connect? I assume this connection is needed. If so, what am I missing without it?
Last Edit: November 17, 2022
Daniel Moore
Daniel Moore Tech Expert & Writer
Hello, thank you for contacting Howly! I am here to help you today! May I know your first name, please?
Customer Reply
*****
Daniel Moore
Daniel Moore Tech Expert & Writer
Nice to meet you, *****!
Could you please clarify which Fitbit Sense version?
Customer Reply
First version
Daniel Moore
Daniel Moore Tech Expert & Writer
Okay.
Let's try to make a hard reset of your Fitbit and then reconnect it again.
Don't you mind?
Customer Reply
How do I do that?
Daniel Moore
Daniel Moore Tech Expert & Writer
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.
Customer Reply
OK
Daniel Moore
Daniel Moore Tech Expert & Writer
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.
Customer Reply
I see the logo now
Daniel Moore
Daniel Moore Tech Expert & Writer
Good.
Open the Fitbit app on your phone.
Customer Reply
Done
Daniel Moore
Daniel Moore Tech Expert & Writer
Click on the little avatar photo in the top left corner.
Customer Reply
Done
Daniel Moore
Daniel Moore Tech Expert & Writer
Click on the "Set up a device" button.
Customer Reply
Done
Daniel Moore
Daniel Moore Tech Expert & Writer
Select your version.
Customer Reply
Done
Daniel Moore
Daniel Moore Tech Expert & Writer
What do you see on the screen now?
Customer Reply
Picture with an option to "Replace your fitbit"
Daniel Moore
Daniel Moore Tech Expert & Writer
Click on the "Yes" or "Accept".
It depends on which option it offers.
Customer Reply
Done
Daniel Moore
Daniel Moore Tech Expert & Writer
Now click "I accept".
Customer Reply
Done
Daniel Moore
Daniel Moore Tech Expert & Writer
Now you need to take your Fitbit to charge.
Customer Reply
IT is on 16% charge. which seems low. Not sure if it's charging properly.
Daniel Moore
Daniel Moore Tech Expert & Writer
What do you see in the app at the moment?
Customer Reply
P.S. I had it on charge from the time we stated this session.
Daniel Moore
Daniel Moore Tech Expert & Writer
Okay.
Customer Reply
I can choose "Next"
Daniel Moore
Daniel Moore Tech Expert & Writer
Yes, select it.
Customer Reply
yes. Now I need a 4-digit code
Daniel Moore
Daniel Moore Tech Expert & Writer
Do you see it on the Fitbit screen?
Customer Reply
Yes. It's prompting me for the 4-digit code. Could that be my phone PIN?
Daniel Moore
Daniel Moore Tech Expert & Writer
No, no. It's code to connect your Sense.
Customer Reply
I checked my email and don't see a code there.
Daniel Moore
Daniel Moore Tech Expert & Writer
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.
Customer Reply
I don't see it on this screen. There's 4 boxes for me to input the code.
Daniel Moore
Daniel Moore Tech Expert & Writer
What do you see on the watch screen?
Customer Reply
The screen has changed now. It seems that I'm just in my Fitbit app.
Daniel Moore
Daniel Moore Tech Expert & Writer
Does your Sense show anything?
Customer Reply
It just looks like the fitbit home screen.
Sorry. I was looking at my phone screen.....
Daniel Moore
Daniel Moore Tech Expert & Writer
That's okay.
Don't you see the code on the watch?
Customer Reply
The watch screen seems like normal with the time showing/
Daniel Moore
Daniel Moore Tech Expert & Writer
Is it connected to the phone?
Customer Reply
Should it still be on the watch now? How do I get to it?
Daniel Moore
Daniel Moore Tech Expert & Writer
Do you mean the code?
Customer Reply
I believe it's connected to my phone because I can see the app on my phone.
Daniel Moore
Daniel Moore Tech Expert & Writer
Okay. So the issue is solved?
Customer Reply
Yes I mean the code.
Daniel Moore
Daniel Moore Tech Expert & Writer
If your watch is connected now, you don't need a code.
Customer Reply
I'll check to see if my phone bluetooth is connected to my watch.
Daniel Moore
Daniel Moore Tech Expert & Writer
Okay.
Customer Reply
The phone still says "Couldn't Connect"
Daniel Moore
Daniel Moore Tech Expert & Writer
Could you please clarify which phone you have?
Customer Reply
It is a Samsung Galaxy S20 Ultra
Daniel Moore
Daniel Moore Tech Expert & Writer
Please try these other steps to see how your Sense responds:
1. Remove your Sense from the Bluetooth settings.
2. Check if the Fitbit app is updated.
3. Force quit the Fitbit app and reboot your phone.
4. Open the Fitbit app and log back in to your account.
5. Pull down on the screen to force a manual sync.
6. Try using the Google Assistant app on your Sense one more time.
Customer Reply
Do you mean remove it from my phone settings or my watch?
Daniel Moore
Daniel Moore Tech Expert & Writer
From the phone settings.
Customer Reply
OK. It did not say remove but "Unpair" so I clicked on unpair.
Daniel Moore
Daniel Moore Tech Expert & Writer
Alright.
Now you can try to pair it again with the instructions I sent you earlier.
Customer Reply
It still shows up as an available device
Daniel Moore
Daniel Moore Tech Expert & Writer
Could you open the Bluetooth settings and delete Sense from there?
Customer Reply
On my phone?
Daniel Moore
Daniel Moore Tech Expert & Writer
Yes.
Customer Reply
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.
Daniel Moore
Daniel Moore Tech Expert & Writer
Good. Try to repair it again.
Customer Reply
How do I do that?
Daniel Moore
Daniel Moore Tech Expert & Writer
I meant to pair it again. In the same way, I sent you earlier.
Customer Reply
Could you please show me the instructions again?
Daniel Moore
Daniel Moore Tech Expert & Writer
Here are the instructions:
1. Open the Fitbit app on your phone.
2. Click on the little avatar photo in the top left corner.
3. Click on the "Set up a device" button.
4. Select your version.
5. Click on the "Yes" or "Accept".
6. Now click "I accept".
7. Take your Fitbit to charge.
8. Enter the 4-digit code.
Customer Reply
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.
Daniel Moore
Daniel Moore Tech Expert & Writer
I'd recommend giving a try to the following:
1. Turn off the Bluetooth in your phone and any other device nearby.
2. Force quit the Fitbit app.
3. Reboot your phone and restart your watch.
4. Turn on the Bluetooth only on your phone and open the Fitbit app.
5. Tap your profile picture > Set Up a Device > Sense > Replace Device.
6. Follow the onscreen instructions and if prompted, accept to pair your watch with your phone.
Customer Reply
What do you mean by Force quit the fitbit app?
Daniel Moore
Daniel Moore Tech Expert & Writer
You need to open task manager on your phone  and close it from there
Customer Reply
Would I find Task Manager in settings on my phone?
Daniel Moore
Daniel Moore Tech Expert & Writer
You don't need to open settings to do that
Customer Reply
How do I open Task Manager? I can't see that on my phone.
Daniel Moore
Daniel Moore Tech Expert & Writer
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.
Customer Reply
My phone says "No recently used apps"
Daniel Moore
Daniel Moore Tech Expert & Writer
Noted, it means that the app is closed
Customer Reply
but Fitbit still shows up in the apps
Daniel Moore
Daniel Moore Tech Expert & Writer
Sure, you don't need to delete it
You can proceed with the rest of the instructions
1. Turn off the Bluetooth in your phone and any other device nearby.
2. Force quit the Fitbit app.
3. Reboot your phone and restart your watch.
4. Turn on the Bluetooth only on your phone and open the Fitbit app.
5. Tap your profile picture > Set Up a Device > Sense > Replace Device.
6. Follow the onscreen instructions and if prompted, accept to pair your watch with your phone.
Customer Reply
OK my phone is rebooting. How do I restart my watch?
Daniel Moore
Daniel Moore Tech Expert & Writer
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.
Customer Reply
That doesn't seem to be happening when I press the button for 5 seconds or even longer.
Daniel Moore
Daniel Moore Tech Expert & Writer
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.
Customer Reply
I believe the phone and the watch have both been restarted.
Daniel Moore
Daniel Moore Tech Expert & Writer
Great! Now turn on the Bluetooth only on your phone and open the Fitbit app.
Customer Reply
Great! I think I finally got it . It is now taking me through the normal setups, Alexa etc. Thank you for your help.
Daniel Moore
Daniel Moore Tech Expert & Writer
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
Customer Reply
Not right now. Thanks.
Daniel Moore
Daniel Moore Tech Expert & Writer
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