Charge 6 - Non-responsive after Swimming

[LucindaEC]

After swimming I am unable to stop the timer and the watch does not respond to a double tap.  Even if I remove it and dry the watch and my wrist.  I have to wait until I get home and plug the watch in to get the timer to stop and therefore my exercise stats are incorrect.  

How can I fix this?  

[FatimaFitbit]

Hi there @LucindaEC! Welcome to the Fitbit Community! 

Thank you so much for informing us about this situation and for all your efforts.

I suggest you try to restart your Charge 6 with the charging cable:

1. Connect your device to the charging cable.
2. Press the button located on the flat end of the charger 3 times within 8 seconds, holding each press for about 1 second.
3. (Note: If your charger doesn’t have a button, you can instead disconnect your tracker from the charging cable, pause for 1 second, then reconnect it. Repeat 3 times.)
4. Wait 10 seconds or until the Fitbit logo appears.
5. If your device doesn’t restart, wait 15 seconds and try again.

Make sure the "MobileTrack" feature is not turned on in the Fitbit app. MobileTrack is a Fitbit feature that uses your phone's sensors to count steps when you don't have your Fitbit with you. Steps recorded on your phone may overwrite those recorded on your Charge 6.

Here's how to turn this feature off:

• In the Fitbit app, tap the device icon (top left).
• There you'll see the devices paired with your account.
• If you see the "Phone" option, tap it and remove it from the account.

[LucindaEC]

Thanks for coming back to me.  

I've tried restarting the Fitbit but the same thing keeps happening.  I even set the timer and put the watch under a tap and the same thing happens.  When wet, with the timer running, the watch does not respond to a 'firm double tap' nor does the side button.  It only does so, once the watch is plugged in which can sometimes be 30+ mins once I've finished my swim.  .  

With regards to the Mobile Track, it is on.  I don't really want to turn it off as the message says that the Fitbit will not receive data from the phone and I thought that was the purpose of it.  

[FatimaFitbit]

Hi @LucindaEC! Thank you for your answer.

Do you turn the swim mode on before swimming? 

To turn on the water lock, swipe down from the clock screen tap > Water Lock > firmly tap your screen twice. To turn off water lock, firmly double-tap the middle of the screen with your finger. If you don't see "Unlocked" appear on screen, try tapping harder. Turning off this feature uses the accelerometer in your device, which takes more force to activate.

You could try to set up your device as new too.

[sprom29]

Hi Moderator,

I was directed here from the Fitbit support page for the same issue. My Fitbit Charge 6 is unresponsive after doing a swimming exercise with the swimming workout function on. This device is only 6 months old and I tried your troubleshooting tips, to no avail.  I can feel the haptics when I charge the device but the screen is completely dark.  I purchased the  Fitbit Charge 6 thinking it would be better for tracking performance for water sports but it doesn’t seem to work as I’ve had the same issue with an Inspire 3 back in April 2024.  please help. I believe this can still be covered under warranty. 

[FatimaFitbit]

Hi there @sprom29! A warm welcome to the Fitbit Community!

Thank you so much for reporting that you're having the same situation too and for all your efforts.

Since you have tried the steps and your Charge 6 still doesn't work, I need more information from you, which is best shared privately. I am sharing a link to a form for you to fill out here.

This form is for you only, so let me know when you have completed it.

[LucindaEC]

Sorry for the delayed response.  I can now get it to work if I take the watch off my wrist and put it on a hard/more steady surface.  It still does not respond on my wrist.