Alta Battery Symbol & Charging Issue

[AmyBrooke]

My Alta will not fully charge. When I plug it into the charger no lights/symbols appear. When I take it off (over night charge) a battery symbol with moving diagonal lines remains and battery doesn’t fully charge. I can tap battery icon away but it always comes back. Help please!!

[Kathyri]

My Fitbit won't charge at all and I've tried the recommended steps. 😞

[alsolo11]

I've tried the previous steps and have read the article but my Fitbit Alta is still having issues. It will charge but my battery will drain right away. Please take me to the next step.

[LiliyaFitbit]

Welcome to the forums @Kathyri and @alsolo11. Thank you for your reply @Blloyd68. I am sorry for the delayed response.   

@Blloyd68 thank you for sharing the additional details of the issue with your tracker. I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

@Kathyri @alsolo11 thank you for joining the conversation and sharing the details of the issue with your devices. I appreciate your troubleshooting efforts. Since the issue persists, I've sent your cases to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Feel free to reach out if you have any other questions.

[Arobson711]

I have this same issue. I have restarted it several times. I have disconnected it and reconneted it as a new device. Left it on charge all day but bar has not moved and on the app it does not say it is charging. I have tried 2 different cables. But still the screen will show the bar with half battery life and the moving lines. Will only work for a few hours before shutting off.

Any news on the reason or how this can be fixed? 

[Alfrieda]

Hello,

I am having the same problem..... battery is fully charged, I re started the device multiple times and nothing is working,..... once i unplug it the screen goes black?!!! Did anyone get any emails???? I need this fixed please

[LiliyaFitbit]

Welcome to the Fitbit Community @Arobson711 and @Alfrieda.

Thank you for joining the conversation and sharing the details of the issues with your trackers. I appreciate your troubleshooting efforts. Since the steps you tried didn't work, I've gone ahead and escalated your cases to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

I'll be around if you need further assistance. 

[magk2]

Hello! I am having the same issue. The battery symbol (with wavy lines) continues to show at around 75% even after taking it off the charger. It’s noy syncing, showing texts etc. I have my original charger and it does NOT have the button that everyone mentions to reset. I have cleaned it to ensure battery connection as suggested and still nothing. I’d love input on next steps. Thanks! 

[Lana-D]

I’m having the same issue with my son’s Ace, it’s relatively new and just started doing it the other day. I’ve cleaned all parts (being a boy it was a bit gross!!) reset it with the button on the charger and even re-synced it but nothing seems to be making a difference. Please help

[Fiona65]

Did you get this fixed. I've had all the same issues. Restarting didn't help. I now just get the Fitbit symbol and v21.40.02 briefly when plugged in to the charger and then a blank screen with no activity when unplugged. 

It's very frustrating.

[KayleeCT]

I’ve had the same issue and my Alta won’t even restart when I try the steps from the article. I’ve also cleaned it and tried multiple different ways of plugging it in (laptop/different plugs/different outlets). I just got it in December so it’s basically new and I’m very disappointed in this problem occurring so soon. 

[Alfrieda]

Hello,
I did not get it fixed,instead, they sent me a replacement in the mail.
Just contact them via email and they will reach out to  you.
Im impressed on the good customer service.
Good luck!

[deerdrerep]

I’m having the same issue with my (new) Alta. It won’t sync unless plugged in and does not charge, but shows the battery symbol all the time. The screen remains blank and unresponsive unless plugged in. I’ve tried cleaning it, using different USB ports and outlets, restarting the device, and having my phone forget it and set it up again. None of the steps I’ve tried have worked. Has anyone managed to fix this issue or do I just have to get a new one?

[Fiona65]

I never had any response from fitbit but I had at least had more than 2 years use from it. In your situation I would go back to the supplier I purchased it from as it should still be under warranty.

Sent from Mail for Windows 10

[kkatc44]

I am having the same issues. I’ve tried resetting/restarting the device using the recommended steps. I’ve cleaned it & still showing the diagonal wavy lines in the battery icon, won’t fully charge or stay charged, & no longer receiving text message alerts. Very frustrating because this is not the first time this has happened. Please help 

[KeGuer02]

Hello can someone please forward me to fitbit support as I have had this same issue with no resolve. I have reset the device and also cleaned the charging port with no resolve. Please let me know who I can contact in order to receive further assistance. I will have to buy a new one if I cannot get this fixed please help!

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@LiliyaFitbit wrote:

Welcome to the Fitbit Community @Arobson711 and @Alfrieda.

Thank you for joining the conversation and sharing the details of the issues with your trackers. I appreciate your troubleshooting efforts. Since the steps you tried didn't work, I've gone ahead and escalated your cases to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

I'll be around if you need further assistance. 

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@LiliyaFitbit wrote:

Welcome to the Fitbit Community @Arobson711 and @Alfrieda.

Thank you for joining the conversation and sharing the details of the issues with your trackers. I appreciate your troubleshooting efforts. Since the steps you tried didn't work, I've gone ahead and escalated your cases to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

I'll be around if you need further assistance. 

---

[LiliyaFitbit]

Welcome to the Fitbit Community @KeGuer02 @kkatc44 @Fiona65 @KayleeCT @Lana-D @magk2 @deerdrerep. It's nice to see you around @Alfrieda. I am sorry for the delayed response. 

@KeGuer02 @kkatc44 @Fiona65 @magk2 @Lana-D thank you so much for taking the time to troubleshoot the issue you're experiencing with your devices. I understand that this can be very frustrating. 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. 

@Alfrieda I'm glad to hear that you had a great experience with Customer Support and now you'll receive a replacement! Thank you for your time and feedback. 

@deerdrerep @KayleeCT thank you for joining the conversation and sharing the details of the issue you're experiencing with your device. I appreciate your troubleshooting efforts. I could see that you got in touch with our Support team about this and that they were able to help you.

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

[Alta1313]

I am having the same issue and I am now frustrated.  Called the help desk only to be told that the device is corrupted and I am out of warranty by 5 mths.  They offered 25% off a replacement.  I understand that the warranty is only 1 year but they basically have no answer as to why it is not working.  I would understand if it was used daily but this fitbit is my son's and he does not wear it regularly.  They said it was a device issue, not caused by something that we did.  If it is a faulty device, then they should do something better then just 25% off.  It is not like it is 5 years old.  If anyone has another trick to fix, I will gladly try.  But the hatched battery keeps showing on the device after I charge.

[deerdrerep]

Unfortunately, I don’t think there’s a way to fix it. Luckily for me, I still had the warranty so they offered me either a replacement or 50% off any model. As far as I can tell, there is no way to fix this (I’ve tried everything). They really should be able to replace your device, or at least offer more than 25%. 

[LiliyaFitbit]

Welcome to the Fitbit Community @Alta1313. It's nice to see you around @deerdrerep. I am sorry for the delayed response.  

@Alta1313 I appreciate your participation in the Forums and sharing the details of the issue with your son's tracker and your experience with Customer Support. Fitbit trackers are made to last and we do not expect manufacturing issues to affect our devices, however, there are factors out of our control that may cause the tracker to have such issues. I am sure Customer Support tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I totally understand how you are feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

@deerdrerep thank you for your input and suggestion. I am glad to hear your tracker is in warranty, thank you for sharing the warranty options you were offered. 

I'll be around if you need further assistance.

[Allyoop7]

My alta suddenly started having these issues as well. It worked fine and just started draining out of nowhere every 1-2 days. Now, a few days after it started, I can't even get a few hours out of it. I tried several times to restart it, but it never shows the icon like mentioned. It's like I did nothing. Except this last time, it would vibrate at each button press, but it didn't restart. I tried several times then as well. It had just been stuck on the charging lines Barry even after taken off charger to make sure its clean. Then it said the battery was full, but still won't restart.