Where is button on the Alta HR charging cable?

[vchafin]

My Alta HR stopped syncing a few weeks ago and I have tried troubleshooting it.  My last possible resort is to reset it, but I can't find the button on the charging cable that I am supposed to press to reset it.

[Kimmer2296]

the phone app cannot find the fitbit.  Says connecting but never does.  When I added new device, it said device found but it will not connect to the alta. any other ideas?

[NellyG]

What phone are you using @Kimmer2296?

[Laj3]

My Fitbit hasn't updated since Jan 27.  I called and have been on the phone twice for a long time.  I do have the Fitbit charger but nothing works.  Since I have had it over a year I cannot return.  However I will not be buying another.

[FerdinandFitbit]

Hi there @Laj3, welcome to the Fitbit Community Forums! 🙂

I'm sorry to hear that you are having problems with your Fitbit Alta HR not syncing for a while. I'm sorry to hear also that our Support Team was not able to provide a replacement due to your warranty status.

At the moment, I wouldn't be able to offer anything different from what our Support Team has offered. If you'd like to take advantage of the alternatives they offered, let me know and I'll be happy to help you out with the process.

Anything else, I'm here to help!

[Kimmer2296]

I have tried everything to update my fitbit. Had to.purchade a new one.

[WEStone]

It came with my fitbit alta, directly from fitbit. How is it not the "genuine" one? It's not like a standardized charging cable that can charge a dozen different devices and can be bought anywhere.

@NellyG 

"I know there apparently have been some trackers packed without buttons on the cables"

Yet in your previous post you tell people they must have non-genuine cables.

Moderator edit: merged reply

[NellyG]

@WEStone  Go back and read what I said. I said 'I guess it is not'. A non genuine charger is still the most likely option.

[kikitoto]

i have the official charging unit 

where is the button

[Jakeisugly]

My one don’t have it

[dburkett3]

Mine has the button on the charging cable.  I pushed it 3 times and my Alta restarted, but quit working a few minutes later just like it was doing before I went through this procedure.  Does Fitbit have tech support that I can call for help.  Very frustrating.

[Geekazoid]

So, I have a third-party cable that has no button and no pinhole, and I was able to restart my tracker by unplugging/replugging 3 times in succession. I didn't even pull it out of the plug completely, just enough so that the tracker recognized being unplugged.

Hope this helps you or others! 

[StewartCastle]

@NellyG how can I get an "original" charging cord if Fitbit doesn't even show they ever sold them on their website? I'd be willing to buy a couple of them, if the price is right. 

[NellyG]

Sorry, I have no idea where you would get them. The Alta line has been deleted for a couple of years now.

[TamsK]

I have the problem where it wont reset, I dont get the logo appear after 4 secs, it just vibrates each time its pressed.

Only thing syncing over is the weight...no steps etc

Help!

Tamsin

[brennawells]

How did you get them to send you a new one? My charging cable never had a button, which I never needed until now — I’m trying to troubleshoot why my heart rate monitor is not working. Customer support said it’s beyond my warranty and they can’t replace my Fitbit. But I just need a charging cable with a button on it

Hello, I contacted Fitbit support, here’s what happened:

 

Moderator edit: merged reply

[brennawells]

It’s been a few days and I haven’t had a reply. Do you have any recommendations?

[Thomsonc8]

Mine is an original charger but nothing to press. Bought from Sainsburys in Scotland 

[FredrickRae]

I am having this same issue. No response from my Fitbit Alta even after being plugged in for hours and no response when pushing the buttons as stated above. I contacted support and they told me to just clean the charge connectors and plug it back in. Still no response.