Damaged charging connection

[crazyredneck422]

I was finally able to use my Ionic again after updates (like 6 months ago) that basically crashed it every time I fulled charged it, it shut down after like 10 minutes.

So, I finally start using it everyday again and at some point during the day about 2 weeks ago it looks like the charging port on the backside of the watch face actually melted some of the plastic! I have no clue why I didn't feel it if it was hot enough to melt, but I even had my husband look it over, and he carefully removed the melted plastic because it was covering the center contact to charge, therefor it wouldn't charge.

After carefully removing the melted plastic, all contacts cleaned it still will not charge or recognize its been plugged in at all.

Has anyone else had this issue? What do I do about it? I definitely can not afford to just buy another one but I am so lost without my Ionic, im using an older model that only displays dots, 1 dot is 2000 steps... no text alerts, no clock, timers. Super depressed and unsure what I can do, or if anything can be done to fix it! 

Help!

Moderator edit: Subject for clarity and format.

[GySgt_Seidell]

Hello @crazyredneck422 and welcome.  This is not something I have heard of happening, so please help me with the following:

1.  Can you post some pictures displaying what happened?

2.  If you don't have any previous pictures, please take some current ones and post them.

3.  When did you buy your current Ionic?

4.  Confirming, your Ionic is not recognizing the Charging Cable when you plug it into your Ionic, correct?

5.  Is the Charging Cable damaged in any way?  If so, do you have another (from a different family member or friend who has an Ionic) Ionic Charging Cable to try and use?

Looking forward to assisting you, so please advise and thanks!

Moderator edit: Format 

[crazyredneck422]

I don't know why I never thought to take pictures before asking my husband to look at it... I wish I had! I will upload pictures of now though. They will be at the bottom of this message.The center contact was completely covered with melted plastic so you could not even see it. It looks pretty bad now, but my husband "tried" to remove the melted plastic hoping if the contacts were uncovered that would fix it. He was wrong.

I purchased my ionic "Ordered on November 24, 2017" on Amazon, I believe there was a deal of the day or something to that nature. Either way it is out of the warranty period. The frustrating part about that is for at least 6 months I couldn't even use it after some updates were made it glitched out a lot of peoples ionics, so I bought a flex, and flex 2 to use until that issue was resolved. I've used many different fitbits over the years not sure exactly when I bought my first one but my profile says I signed up in 2012... Never actually had one break or stop working though, always just wanted an upgrade.

No the Ionic is not recognizing the charging cable at all. It is not damaged in any way, I actually used it for a few minutes in the morning the day the contact melted because it was almost dead, but I was getting ready to go out of town to visit family for the day and I knew I would  get a lot of steps in walking my uncles property I hadn't visited before but heard so much about, so I needed a little juice to keep it alive for the day. It was perfectly fine that morning, when I got home that evening I took the watch off to plug it in and noticed immediately something was wrong with the contacts, I was sure it was melted but wanted a second set of eyes so I put it on the dresser till morning to ask my husband what he thought.

And no, I do not have anyone in my friends or family that have a cable i could try. I think most of my friend circle has gone Apple, and while i have an iPhone and ipad I have always loved my fitbits. Honestly I don't think the cable has anything to do with it.

Moderator edit: Format 

[GySgt_Seidell]

Thanks @crazyredneck422 , so the Ionic Charging Port is what has somehow melted or been damaged, but the Charging Cable was not damaged at all, is that correct?  Thanks!

Moderator edit: Format 

[RicardoFitbit]

Hello guys! I'm here to provide assistance with this situation. It's nice yo see you both participating in our Community Forums again @crazyredneck422 and @GySgt_Seidell welcome back! Pardon me for the delay in replying.

@crazyredneck422  First, I'd like to appreciate the detailed explanation of the difficulties you experienced with your Ionic device while charging, also, for providing the pictures @GySgt_Seidell requested you. Certainly, this is not a common situation nor the way we designed our Ionic device to take charge. That said, I'd like to let you know that I've contacted our Support team on your behalf to receive further assistance directly with them. I recommend you to keep an eye to your email for their reply, they'll be in touch with you soon. In the meantime they reach you out, let me know if I can do anything else for you. Also, please appreciate your husband's effort to remove the melted plastic from your device for me.

@GySgt_Seidell Your continued help is appreciated, your replies and the information you requested was really helpful for me to understand this situation in a better way, thank you for that!

I'll be here if you need anything else. 

[crazyredneck422]

Yes that's correct. The charging cable was not damaged

[crazyredneck422]

After I submitted the original post here, I used tweezers with a sharp fine edge to clean it up a little better, to make sure the charger was sitting completely flush when charging. After 2 hours it showed the red battery indicator, and a few hours later it was fully charged! Im super excited, but still a little concerned that it may be a temporary fix and not charge the next time....But she is alive for now!

[GySgt_Seidell]

Hello @crazyredneck422 , WOW, that is amazing that you were able to resuscitate that port!  To confirm, Customer Service is working with you for a replacement, correct?  That port is a major concern for me, as I know it is for you as well.  Please advise and thanks!

[RicardoFitbit]

Welcome back @crazyredneck422, thanks for your replies and updates. Your willingness to help is always appreciated @GySgt_Seidell thanks for your reply too. My apologies for delay in responding.

@crazyredneck422 I appreciate your post and the information that was shared, I'm glad to know that your Ionic device is charging again after cleaning up the gold contacts. Even though your device is now working, I recommend you to continue the communication with our Support team. Let me know if you need anything else!   

I'll be around. 

[crazyredneck422]

Thanks everyone for your help and input! Yes the Support Team has been in contact, they sent me a prepaid label to return the ionic and the charger for replacement. I just dropped it off at my local post office 5 minutes ago. Sorry for my delay in answering everyone, its been a very very busy few days around my crazy house!

I will keep you all posted, and thanks again to everyone!

[RicardoFitbit]

You're welcome @crazyredneck422 your updates are appreciated!

I'm happy to know that our Support team is already providing you with assistance to resolve this situation, even though you were able to charge your Fitbit after cleaning your device again, I recommend you to follow the steps that were provided by our Customer Support team to get you back on track.

If you require further assistance, don't hesitate to contact me back. 

[shinecass]

Hi! I discovered I have the same issue. Is there any way I could get some assistance? Please let me know what I should do.

Thank you,

Jonathan

[Mattdavey91]

My charger port middle pin is slightly pushed in and now the whole thing won’t charge. Out of warranty now - any idea how to fix rather than replace? 

[Woolleyfit]

Hey there, I am having problems with my Fitbit ionic as well. It seems not to charge or hold the charge when charging. The connectors on the back and the connectors for the charger don't seem to be damaged. Could you please help me. It's been a nightmare trying to charge it...

Thanks.

[Collinnance]

Hi my fitbit charging port and charger melted just out of warranty does fitbit repair it?

[transam85tpi]

Same thing happened to me here this morning.  Both the cable and the watch are damaged.

[transam85tpi]

[Jefrys89]

So sorry to help you the same thing is happening to my ionic sa crazy redhead the ports on my phone has I guess melted plastic almost covering to of the three ports having hard charging my chargers are ok any recommendations

[Seamusryan]

I have just had the same problem. I have been sea swimming and wonder if the salt water might have had any effect. I also just updated and bar working for an afternoon my ionic had screen freeze and needed a factory reset

[Maris.H]

Same happened to me.It wont charge anymore.Tried to clean it but doesnt work.The watch is ok and i got 83% battery.How to solve this?