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Fitbit Luxe won't turn on or charge

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‎12-11-2021 07:38 - last edited on ‎12-13-2021 05:36 by Fitbit Moderator

‎12-11-2021 07:38 - last edited on ‎12-13-2021 05:36 by Fitbit Moderator

I noticed yesterday my Luxe was not responding to taps.  Odd I thought, as I had charged it fully the previous day. I put it back on the charger and left it over night.  This morning it was still non responsive after being on the charger overnight (no screen, not responding to taps, not syncing, not buzzing).  Eventually I got an X with a red circle around it on the display.  I tried the reset button on the USB adapter 3 times (1 second in between each press).  The Fitbit buzzes, the logo pops up briefly and then goes away.  I have done this repeatedly and cannot get the Fitbit to power back on. I have held the button on the USB cable in for 10 seconds, released and get nothing.   I tried to re-sync it to the Fitbit app.  I was able to remove the device and upon re-adding, the device does not respond to attempts to connect.  The Fitbit app just prompts me to charge it.    Is this thing dead after just three months?

 

Moderator Edit: Clarified subject

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5 REPLIES 5

‎12-11-2021 07:53

‎12-11-2021 07:53

Hi @Shell-Bell5  you should get with support. It really doesn't need to be left on the charger more than two hours. Sounds like you did all you could from your end, so let customer support know what steps you already took. https://myhelp.fitbit.com/s/support?language=en_US 

Stepping in the U.S.A. since September 2013. Android 14

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‎12-13-2021 05:39 - edited ‎12-18-2023 05:30

In response to Odyssey13

‎12-13-2021 05:39 - edited ‎12-18-2023 05:30

Hi there, @Shell-Bell5. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Luxe before reaching out. I understand where your concern is coming from. 

I've seen you followed @Odyssey13's advice and contacted our Support Team. If you have any questions or concerns regarding the outcome of your case, please feel free to update your support case so our team can continue assisting you.

Have a good day. 

Maria | Community Moderator, Fitbit


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‎09-07-2022 06:05

‎09-07-2022 06:05

For anyone reading this in the future, I ran into a similar issue (except I was receiving only a black screen, no red X) after only 4 months with the product. In speaking with FitBit support team and trying all of their troubleshoot options, turns out all they can do is send me a new device via warranty. Sure, this solves my problems for now - but it has me wondering will I be back to this post in another 4 months when this next ones falls to the same fate?

 

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‎09-09-2022 18:15

In response to AB-ftbt

‎09-09-2022 18:15

I'm on my third replacement since I bought my Luxe in April, so I'm not holding out hope

 

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‎01-07-2023 08:43

‎01-07-2023 08:43

For general information as well—I bought mine in June 2021 timeframe, and it started dying 2 weeks ago. I would look down, screen not responsive. I would hook to the charger, get the Fitbit screen, then see it had 43 or 62 or 84% battery (so not low battery). Started happening more and more often. Called support, they couldn’t really help but said they’d send an email with my options. Since I’m out of warranty, I guess no options because I received no email. 

I’ve been buying and using Fitbits since they were just small trackers you wore on your waist. Customer service used to be fabulous, sending replacement parts. 

I loved my Luxe, but am so disappointed it couldn’t even last 2 years. I really don’t know if I should invest in another Fitbit product or switch to an Apple Watch. 

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