Ionic not taking charge

[Laura_W]

I purchased my ionic less than 12 months ago, in end of Sept or first part of Oct 2018. It has recently died while on vacation.  Now that I have got back home, it will not charge. I have had it on the charger for 12 hours now.  As long as it is connected to the charger, it will come on, but stays at 0% battery. I tried resetting the settings, changing charger base, and cleaning all sensors. Any other suggestions? 

This was entirely too expensive to stop working in less than 9 months 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello! I'm here to give you a hand with your Ionic watch that's not charging @Laura_W, welcome to our Community Forums!

Seems odd that your device is not charging anymore, thank you for troubleshooting this matter prior posting. 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? which include our restart process and more helpful information. Please let me know how it goes.

I'll be here if you need anything else.

[Laura_W]

Hello,

I had already tried all of that prior to posting. It still will not charge or get past the Hello screen, since it wont get above 50% to set up 

[RicardoFitbit]

Welcome back @Laura_W thanks for your reply and update.

Thanks for taking in consideration the steps from our help article, your patience effort is appreciated. Since those steps were already tried with no avail, I suggest you our factory reset procedure, which is completely different than the restart process that you already tried. To do so, please try the following the steps:

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 how it goes @Laura_W, I'll be around.

[Laura_W]

I have already done that. Which is why it is stuck on the welcome screen.
You cannot continue set up unless its charging and over 50% battery. Since
it never comes off of 0%, regardless of how long it's been plugged in, it
wont do anything else.

[RicardoFitbit]

Your prompt reply and the details provided are appreciated @Laura_W I'm happy to continue reviewing this with you.

Thank you for clarifying this, your patience with this situation is appreciated. I'd like to let you know that I've contacted our Support team on your behalf to receive further assistance directly with them. Please keep an eye to your email inbox for their update, they'll be in touch with you soon. In the meantime they contact you, let me know if you have any additional questions.

I'll be here if you have any additional questions.