Luxe is turning off when it's connected to the charging cable

[LS_2281]

Everytime I place my LUXE on the charger it just shuts off. I will try reset it and the logo appears but then disappears immediately and watch is unresponsive. After a couple of days it will randomly turn itself on again. This has happened the past twice I've charged it. It was only bought in May 2023. Have followed all the troubleshooting guides on charging/cleaning/restarting etc. It's currently sat connected to charger but completely unresponsive

Moderator Edit: Clarified subject

[Julia_G]

Hi, @LS_2281 , is it actually charging?  If so, there is nothing to worry about.  The screen turning off while idle (including charging) is expected behaviour.

If it isn’t charging, have you checked that the plug and socket you are using are properly functioning?  Try plugging it in two a different plug (but do make sure it is UL/CE certified).

If you have confirmed that the socket and plug are both working, and it is definitely not charging, and you have tried cleaning the contacts and giving it a restart then it is time to get in touch with Fitbit Customer Support on contact.fitbit.com .  Be sure to let them know the troubleshooting steps you have already tried as that will save time.

[MarreFitbit]

Hi there, @LS_2281. Thanks for stopping by in the Fitbit Community Forums and sharing the details about the issue with your Luxe. @Julia_G Thank you so much for your help and advice!

I've seen you contacted our Support Team after posting. Please stay tuned to your inbox, someone will reach out to you shortly. 

I hope we can solve your issue soon. 

[LS_2281]

Thanks for your help. It charged last time but I didn't know if it had or not as the screen was blank, unresponsive to touch for 2 days before randomly coming back to life! When placed on the charger it seems to shut the watch down. If I press reset the fitbit logo appears then disappears and watch remains unresponsive

[Julia_G]

Hi, @LS_2281 , do you put it on to charge before the battery is totally dead?  It is much more likely to become unresponsive for a period of time if the battery is allowed to die completely.  The best way to extend the life of your battery is to charge it little and often, for example when you are showering in the morning or catching up on the television in the evening.  Occasional deep discharges won’t do significant damage but if you regularly allow it to go below 20% it will definitely shorten its overall life.

It is normal for the screen to go blank during charging.  If the battery is not critically low it should be responsive when tapped or removed from the charger.

[LS_2281]

Thanks. I usually charge it at around 25 to 35%. This time it was at 46% but I was going sway for 2 days so thought I'd charge it before I left. It is still doing the same, fitbit logo appearing if I connect to charger and press the reset button 3 times but then it goes black and screen remains unresponsive despite being left or removed from charger. I feel like maybe it is faulty!