Device not charging after randomly changing screens

[genor]

My Alta HR flashed through the all the screens rapid fire.  I read some of the troubleshoot suggestions so I let it die but now I can't get it to charge at all.  I have read all of the troubleshoot suggestions so I have already cleaned the charge ports off, tried different UBS ports, and I know the charger works since it will charge my wife's just fine.  Help?!

Moderator edit: Subject for clarity 

[swimpy12]

Mine started doing that today. I'm parking here to see if anyone answers.

[Kmfit7]

My Fitbit Alta HR just started flashing all the icons rapidly and won’t hold a charge as of yesterday.  Deleted app, tried to reset Alta, deleted from Bluetooth & reinstalled everything...still rapid fire icons flashing.  

Just called customer service & there’s nothing that “can be done” & there showing no issues on their end so they offered me a 25% discount for a new one!  It’s only 1 & 1/2yrs Old!!  Screw you fitbit...never buying your product again!  Hello Apple iWatch 

[KT2T]

Mine too.  It will charge, but in a few hours it will be drained.  I used to be able to go days without recharging.

[swimpy12]

I had the same experience. This is my third Fitbit device.  I'm fed up with them. They discontinued the Alta HR and don't appear to care about them at all. 

[RicardoFitbit]

Hello guys! I'm here to provide assistance with your Alta HR devices, my apologies for the delay in responding each of your posts. Welcome to our Community Forums @genor @Kmfit7 and @KT2T. It's also nice to see @swimpy12 participating again, welcome back.

 @genor First, I'd like to appreciate your effort and patience troubleshooting your Alta HR prior posting. To better assist you, can you please let me know if the heart rate sensor green lights are flashing or your device is completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for your difficulties.

@KT2T I'd like to share with you that our Alta HR device was designed to last 5 days, but the battery life also depends on how frequently you use it’s features. That said, I recommend you charging your Fitbit with a USB port from a computer or a UL-certified outlet into the wall, then turn off all the features that you don’t use that much and check this help article for more tips and recommendations. Keep me posted, thanks for troubleshooting your device prior bringing this to my attention too.

@swimpy12 @Kmfit7 I appreciate your posts and the feedback that was submitted on them, your understanding and patience are appreciated. Take in consideration that Fitbit is always striving to improve our products and services, therefore, the feedback that was submitted is appreciated because this information help us to improve. I recommend you guys to get in touch with our Customer Support team if further assistance is needed or if you want more information and details. For any inquiry related to our warranty policies, please check them here. 

See you around! 

[Kmfit7]

Thank you for actually trying to help Ricardo!  My Fitbit just started working properly last week after letting it die completely for 2 days then as a last Hope I charged it one last time & it’s been working...for now.  

I did contact tact customer service & was on the phone with them for almost 45min.  I explained what was going on & they told me nothing was wrong with my Fitbit & it could just be old.  I explained if they read the comments it’s happening to a lot of people, etc.  Their answer...since my warranty was expired they can offer me 25% off a new one...& just kept repeating themselves like a robot!  

I will I’ll use this Fitbit until it dies again for good, but will NEVER buy another one!  My suggestion to the Fitbit company is to get better customer service reps because that was what made this whole situation worse!  Get people who actually listen & not just a robotic response.  All they did was repeat them selves!!!  “Since your warranty is expired we can offer you a 25% discount”.  I asked another question & was given the same response...over & over again!!!  

[swimpy12]

I charged mine after letting is die and it worked.  The screen is stable.  Too bad I already bought something to replace it.

---

@Kmfit7 wrote:

Thank you for actually trying to help Ricardo!  My Fitbit just started working properly last week after letting it die completely for 2 days then as a last Hope I charged it one last time & it’s been working...for now.  

I did contact tact customer service & was on the phone with them for almost 45min.  I explained what was going on & they told me nothing was wrong with my Fitbit & it could just be old.  I explained if they read the comments it’s happening to a lot of people, etc.  Their answer...since my warranty was expired they can offer me 25% off a new one...& just kept repeating themselves like a robot!  

I will I’ll use this Fitbit until it dies again for good, but will NEVER buy another one!  My suggestion to the Fitbit company is to get better customer service reps because that was what made this whole situation worse!  Get people who actually listen & not just a robotic response.  All they did was repeat them selves!!!  “Since your warranty is expired we can offer you a 25% discount”.  I asked another question & was given the same response...over & over again!!!  

---

[genor]

Thank you for the feedback but its totally dead and still wont charge. I can't get it to do anything and have tried all the trouble shooting guides I could find.

[RicardoFitbit]

You're welcome @Kmfit7. Thanks for your replies and updates @swimpy12 and @genor. My apologies for the delay in responding guys, it's a pleasure to continue providing assistance. 

@Kmfit7 I'm happy to know that your Alta HR is working again and the way we designed it, your patience with this situation and the assistance that was provided by our Customer Support team is appreciated.  Please note that they refer to our limited purchase warranty when it comes to determine your eligibility for a replacement device, therefore, for a better understanding of their conclusion, please check them here. 

@swimpy12 It's nice to know that your concern was resolved. Even though you already purchased something to replace it, you can now use both devices to track your daily activity. I usually use a Fitbit Alta HR daily and my Fitbit Ionic when doing an outdoors activity. Also, if you purchased another Fitbit device, note that we have a 45-day return window, but if you purchased another brand, please consult directly with them their return policy. Don't hesitate to contact me back if you need anything else. 

@genor Thanks for troubleshooting this with me, your efforts and patience means a lot. I'd like to let you know that I've created a ticket for you to receive further assistance directly with our Customer Support team. That said, please keep an eye to your email, they'll be in touch with you soon. In the meantime they contact you, let me know if you need anything else.

I'll be around. 

[KT2T]

KT2T here.
I always charge from a UL approved wall outlet.
I have very little going on my Fitbit: time, steps, bpm, miles, calories, minutes and my favorite how did I sleep.
I left it drain and kept it off for two days before charging. I did that click three times while charging and saw the correct screen Fitbit logo appear. I did this more than once over the last week.
I just charged it today after it’s little rest. It charged very quickly to my way of seeing things and now it still is draining very quickly. It has already lost between 1/4 and 1/3 of its full battery signal after only a few hours.
As I originally said it used to go days before having to recharge. Now it is hours.
Yuk. Do I give up?
KT2T

[Kmfit7]

K2T2, 

My “problem” lasted over over a week.   I let it drain completely & plugged it into my work computer & let it charge for 2 days.  I took it off the charger & it was working. Go figure?  I don’t know if that helps you or not, but I left it alone charging for 2 days.  

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance, my apologies for the delay in responding your posts. Thanks for your replies and updates @KT2T and @Kmfit7.

@KT2T Thanks for taking in consideration the information that was previously posted, your effort and patience are appreciated. I'll like to let you know that a ticket was created on your behalf with our Support team to receive further assistance directly with them. That said, please keep an eye to your email inbox, they'll be in touch with you in a shirt period. In the meantime, I'll be here if you need anything else.

@Kmfit7 Thank you for sharing your experience with us, seems odd that your concern was resolved after charging your Flex 2 for 2 days. Please do not hesitate to contact me back if by any chance you experience the same situation, I'll be here if further assistance is necessary. 

Keep me posted. 

[Kmfit7]

Yes, I thought it was very odd myself!  There is no rhyme or reason to why but that’s what got it working.  I honestly was ready to toss my Alta HR in the trash & buy something else...but when I picked it up, it was working?!  So, so far so good!  🙏🏻🤞🏻🙏🏻🤞🏻

[KT2T]

You said to keep an eye out in my email for more help.

No one contacted me yet.

KT2T

[Kmfit7]

So here we go again!!!   Now my battery charge will last 1hr!  That’s it...1hr!   This product is garbage & such a waste of money!  

Everyone's having the same issues, yet when you call customer service they say “your issue is unusual and no one else has reported those problems...your warranty has expired so you can buy a new one”. Why the heck would I waste my money again on a product that doesn’t last even 2yrs.  Switching to the Apple iWatch.  I’m done.  Not only does the product stop working, you get no help from Customer Service!  

Moderator edit: Format 

[RicardoFitbit]

Hey @Kmfit7 thanks for your posts and updates, sorry for the delay in responding them.

Thanks for sharing with me your thoughts and experience, I'm sorry to know that you feel in such way but totally understand how frustrating this matter can be. For a better understanding of our Customer Support team conclusion, I recommend you to check our warranty policies here. Take in consideration that they refer to our policies when it comes to a warranty-related procedure, therefore, please review our policies and contact them back if you have any additional questions regarding the outcome of your case. Your feedback is appreciated.

Let me know if you have any additional questions. 

[Mar98]

I have been having the same problem with the battery since the update. Contacted the help desk but they suggested getting a new fitbit. Why would I buy a new one when clearly there will be issues with any kind of update? Seems like a waste. I feel bad because I encouraged family and friends to purchase this product. It doesn't seem like they want to stand behind their product. 

[RicardoFitbit]

Hi @Mar98 welcome aboard. It's a pleasure for me to assist you with your concern.

Let me share with you that the update will not affect the battery performance of your Alta HR because it's installed in your mobile device and there was no recent firmware update for your Fitbit. I appreciate your effort and patience troubleshooting this situation with our Customer Support team, for a better understanding of the outcome of your case you can check our warranty policies here and contact them back directly if you have any additional questions about the information that was provided by them.

The feedback that was provided in your post is appreciated, we are always working to improve the Fitbit experience with our products and services.

Let me know if I can help you with anything else.

[RangerVet]

Mine has been doing the same and it's only about 6 months old. I've already had to buy a new band as the original band kept popping off the face. Restarts not helping. Maybe I'll let it lie dead a few days then charge for a few days and see if that helps. Not even sure if I have a warranty on mine....but glad I bout the 2 year warranty for the one I just purchased for my daughter for Christmas!