Ionic battery not charging

[samandkima1]

I have tried charging my Ionic with two different cords and neither is working. In addition, the Ionic is hot to the touch.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @samandkima1, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying with two different chargers. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device 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 this situation

Looking forward to your reply.

[samandkima1]

I tried to restart. Did nothing. Tried a different charging block. Nothing.
Cleaned the connectors. Nothing.

[RicardoFitbit]

Thanks for your reply @samandkima1.

Your effort troubleshooting your Ionic with the troubleshooting steps that were shared on my previous post is appreciated. Since you're still experiencing difficulties, please follow the next steps to perform a factory reset:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

Let me know if the issue persists.

[samandkima1]

Thanks for your email. I held all 3 buttons down. The logo wasn't showing
so it didn't disappear. I released the bottom right just to see what would
happen but it didn't vibrate or do anything.

[RicardoFitbit]

You're welcome @samandkima1, your response is also appreciated.

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Ionic device isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.