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Luxe is unresponsive to taps

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‎08-12-2022 04:46 - last edited on ‎08-15-2022 18:17 by Fitbit Moderator

‎08-12-2022 04:46 - last edited on ‎08-15-2022 18:17 by Fitbit Moderator

I’ve looked in the forums and tried to contact customer support but it is incredibly difficult to even find the links to connect with them. Then when I do I am redirected. My luxe will charge and is tracking steps/sleep from what I can tell but I can’t get it to respond to taps or change any settings from the device. I have tried restarting it a few times and changing the clock face (that was suggested in another thread). What else can be done?

 

Moderator Edit: Clarified subject

Best Answer
6 REPLIES 6

‎08-12-2022 11:17

‎08-12-2022 11:17

https://myhelp.fitbit.com/s/support?language=en_US

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

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0 Votes

‎08-12-2022 13:05

In response to Odyssey13

‎08-12-2022 13:05

Yes and when I go there I get redirected to a page that says “sorry that page is following a different trail. Try this route instead.” and it has links back to the community forum 

Best Answer

‎08-12-2022 13:12

In response to HL2010

‎08-12-2022 13:12

USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)

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

Best Answer

‎08-13-2022 01:58

‎08-13-2022 01:58

I have the same. I live in the Netherlands and can't find a way for help. I also tried restarting, but didn't help. Everything works, but it doesn't respond to  taps of swips.

Best Answer

‎08-13-2022 06:52

In response to Janita_Kooi

‎08-13-2022 06:52

Hi @Janita_Kooi  I've asked a Fitbit Moderator where someone in the Netherlands can get assistance.

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

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‎08-15-2022 18:31 - edited ‎08-15-2022 18:34

In response to Odyssey13

‎08-15-2022 18:31 - edited ‎08-15-2022 18:34

Hi there, @HL2010. @Janita_Kooi Welcome on board. @Odyssey13 Thanks for your help and heads up!

 

@HL2010 Thanks for letting us know about your Luxe and the steps tried on your own. I'm sorry the link to get in touch with our Support team isn't working. If you haven't done so, try calling us by using the phone numbers shared by @Odyssey13 so you can receive further assistance. I hope to see you back on track soon. Please note the options to contact us via phone or chat will depend on the availability of the hours of operation.

 

@Janita_Kooi Thanks for joining this thread and taking the time to restart your tracker. I went ahead to check your details and it seems you already have a case created with our Support team. I'm glad you're receiving assistance, so please keep an open communication with them.

Best Answer