Brand New Fitbit Alta Turning Off when not Charging

[SnowBunny447]

I just got a brand new (still in Fitbit packaging) Fitbit Alta and charger. I plugged it in overnight to change but it is not working. As soon as its unplugged from the charger it turns off. Even after tapping it multiple times it is not responding as if its dead. Its battery in Fitbit app shows that its fully charged and synced but when unplugged, its not working at all; just a black unresponsive screen.

When I take it off of the charger, my tracker does NOT tell me that the battery is low...It just turns off. When I put it on the charger, it DOES turn back on. I have tried to reboot but that did not solve the issue.

Please help! I would love to use my brand new Fitbit! 

[Odyssey13]

Hi @SnowBunny447  the Alta may have come in a new package, but the device was retired several years ago. When the Alta series was retired, the Inspire series was introduced. Not sure why you charged it overnight, as it doesn't take more than three hours or so to fully charge it with a low battery. Where did you get it? Might be worth trying to return it.

[SnowBunny447]

Hi @Odyssey13

I understand that the Alta is an older model and has now been phased out by the company, and I could completely understand encountering this problem with a used product. However, considering that the product is new and in the original package it should be functional. Fitbit should stand by their new and untampered products as this is a basic level of customer service and speaks towards the quality of their products.

Im more just looking for possible resolutions or troubleshooting suggestions.   

[Odyssey13]

@SnowBunny447 the point is that you have no way of knowing how this device was stored and these batteries do not last forever. It's entirely possible the battery has died over time. You'd also need to update the firmware for the Alta. 

[PrincessM928]

I'm having the exact same issue and literally just took it out of the box 3 hours ago. I charged it 3 hours and set it up and unplugged and now the display doesn't work. 

[alexthecat]

@PrincessM928 the Alta was discontinued in 2019. Your device may be new to you, but it's at least a few years old. Rechargeable batteries can die, even if they are never used. It's not good for these batteries to be completely discharged for an extended period of time. If you recently purchased your Alta, you may want to see if you can return it.