Alta randomly turns off

[ski_n_surf]

Lately my Alta has been randomly turning off during the day. It is fully charged. Today around noon I checked it with no issues, and then again 5 mins later and it would not turn on. This has happened a few times lately, its just over a yr old. When I get home to plug it in, it shows the Fitbit logo and starts up, still showing a full battery. It does not track steps while it is turned off. How can I prevent this from happening, as it defeats the purpose of the device!!

Thanks 🙂

[christib]

I got the it isn't normal but it may have hit an early end of life---here's 25% response.  Mine is 2 years old and thanks for pointing out it occurs when at 50%.  I usually keep mine higher and over the weekend it drops---Sunday is when it starts shutting off. I didn't put those 2 things together.   I have to buy a new one I guess.  😞  It's a real shame that the product only lasts 2 years.  I wish they would be honest about that fro the beginning.  Knowing there is a battery shelf life would set me to expect to replace it on a schedule so i could factor that into the purchase and budget for it.  I was planning on looking into the smartwatch and upgrading prior to this but if the alta only last  2 years, i am not doing that.

[Fitnotholdcharg]

Hi,

Thank you so much. I agree with you.  It will only last 2 years.  Sadly it is true.

[MaginB]

Hi everyone and Welcome to the new users! 

@Pjpell @kimberly_0426 @Crick13Furr @Peach8 @Fitnotholdcharg  @christib Thanks for all the feedback, Fitbit continuously works to improve the quality of products and services, and all this information is useful to our team of developers. Thanks again for taking the time to share your experience.  I've noticed that you've already contacted Support, if you need further info feel free to post here, I'll be around!

@Tracey44 Thanks for bringing this to my attention and performing these steps. I've sent your information to the Support Team you'll be getting the next instructions via email very soon. Please keep an eye on your email inbox

Keep me posted! 

[Revins]

Mine is doing the same thing. It works when it’s plugged in and charging but once it’s on my arm it goes completely black within a few minutes. Super frustrating. 

[MaginB]

Welcome aboard @Revins! 

Thanks for bringing this to my attention. For you to have the best possible experience, I've created a Support Case on your behalf. Keep an eye on your inbox!

Let me know how it goes! 

[Peach8]

Hi. I contacted fitbit customer services. They could see I had tried all
the reboot options. I am now being sent a replacement.

[Pjpell]

Glad to hear, but you must stillbe under warranty.  They told me no.
Sent from my Boost phone.



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[Peach8]

No. Fitbit was 2 years old.

[christib]

Wow...you got lucky!!!! 


ChristiSent from my Sprint Samsung Galaxy S7.

[jiggykies]

Yes, I agree. Lucky you. My support case told me I was no longer under warranty so a replacement wasn’t an option. I was offered 25% off a new purchase. Due to unfortunate events in life a purchase of a new one for me is an option that I cannot choose right now. But yeah, mine is showing the same issues as everyone else. I charge it fully 100% but as soon as it’s removed from the charger it instantly turns off. Restarted it 3-4 times and still nothing. 

Glad and you were able to get a replacement. 

[Sammi81]

My Fitbit has started doing this too and it’s driving me crazy! I tried everything support team suggested but with no luck! Had it just over 2 years now so not holding out much hope on getting a replacement sadly. 

[pen60]

My Fitbit has also been experiencing this random shut off. It seems to happen every few days when the battery reaches 75%. I have completed all of the suggested problem solvers to no avail!

[AlexandraFitbit]

Hi everyone! Thanks for sharing your experience with customer support and for your feedback. Please note that each case is evaluated individually and in base of each warranty's options. If you still have more questions about it please take a look at our warranty policies, or contact our customer support service again, so they can provide you specific information on your cases. 

Welcome to the Community @Sammi81! Thanks for letting me know that you have already contacted customer support, I appreciate that you did everything they've suggested, and I'm sorry to hear that it didn't work. Since they are already giving you assistance, please wait until they give you a resolution, I'm sure they will do as best as they can. 

Welcome to you too @pen60! Sorry to hear that your Alta has been experiencing this random shut off too. Thank you for trying some troubleshooting. I created a case for you, our Customer Support Service will be shortly in contact with you. Please keep an eye on your inbox. 

Let me know if you need anything else! 

[Jacqueline09]

I have been having issues with my alta just shutting down.  I have charged it an it works for a while. But once i hit my step goal it shuts down an wont come back on til i put it on the charger again . I have charged it for the last 3 days an it works fine til the step goal is met. 

[Crick13Furr]

Yes, it appears that 2 years is the max, although I had my just a little over two years.   The warranty is only for one year unless you buy the extended.  I did everything Fitbit asked and it just wouldn't hold a charge.  This is my 3rd different Fitbit - the first clip-on  version,  the Flex and then Alta. I spoke with Fitbit and they gave me 25% off an Alta HR. I love the Alta because it fits my small wrist while other fitness trackers and smart watches dwarf my wrist.  None are perfect, but it's a great motivator. I love the sleep monitor better on the HR.

[pen60]

I was also told that I could purchase another Fitbit for 25% off, however, after reading their warranty section which says they do not guarantee their product to be free of defects, I’ve decided to pass.

Sent from my iPhone

[Sammi81]

I was offered 25% off too but I can get them cheaper elsewhere even with the discount!!! I am not taking the offer as it now seems pointless buying another for it to last only 2 years. Soo many people have had the same problem and as soon as it hits the 2 year mark the issues start....not sure if that’s coincidence or design! 

[Pjpell]

It's funny.  When I started having the shut down issue, Fitbir rep told me they had not had these complaints!  Wow, since I postee, my inbox is flooded with all of you experiencing the exact same issues!  I started wearing my old Charge for now until I can find time to research other brands.  I miss the alarm feature, but at least I can track steps.  Has anyone looked into the track record of other brands?  If so, pls post results.  I don't want another Fitbit.  Very unhappy wirh quality /battery issues, not to mention failure to stand by product.  Why can't the battery be replaced?  I'd even ship it back to have them fo it!
Sent from my Boost phone.



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[Samantha802]

My Alta is doing the same thing and it is only about 6 months old. I am going to call customer service since it is still under warranty. I would expect them to last longer for the price. 

[AlexandraFitbit]

Hello everyone! Thanks for your feedback. As stated on my previous message each case is evaluated individually, so if you still have doubts about the decision provided by Customer Support please contact them again. I appreciate that some of you read the warranty policies to gather more information and that some of you are still happy with the way that Alta HR functions. 

Welcome to the Community @Jacqueline09! I'm sorry to hear that your Alta is shutting down when you hit your step goal, thanks for charging it several times. Have you tried restarting the tracker to see if this helps? If you have please let me know so I can open a case for you. @Samantha802 welcome to de Community too! As you haven't contacted Customer Support yet, I opened a case for you. Please keep on eye on your inbox, they will be in contact shortly! 

Let me know if you need anything else! 🙂