Luxe replacements aren't working as expected

[Sarahm1988]

At the start if October we noticed my daughters luxe was dead, contacted support, tried the troubleshooting which didn't work and was sent a replacement. The replacement worked worked fine for a matter of days then it died too, same thing, contacted support, troubleshooting, replacement. A second replacement arrived which is completely dead, never seen a green light on it. I had a brainwave and thought oh maybe the charger isn't working! So took my luxe off and tried it and it started charging straight away. Because we have 2 chargers and 2 plugs we then tried every combination of plug and charger, mine charged on them all but none of the 3 my daughters (original and 2 replacements) didn't do anything at all. I don't understand what's going on, what are the chances of being sent 2 replacements that have the same issue as the original? I feel like it's something we must be doing but I'm at a total loss. Daughter is 13 too so not like she's a young child who's bashing them about or anything. Any help would be greatly appreciated!

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Sarahm1988 , sometimes a Fitbit doesn’t seem to be charging when actually the issue is that it has become unresponsive (this can happen if the battery has been allowed to discharge completely).  I would suggest putting it on to charge on a charging wire and outlet known to be working.  Leave it on the charger for a good two hours, even if it doesn’t seem to be charging.  

When it has had two hours charge try the restart procedure .  Note that you will have to do this using the button press method.  I would recommend trying this several times if a first try doesn’t work as it can be tricky to get the press - pause -press - pause - press rhythm just right (I find that if I say the words out loud as I do it I can get the best balance between pressing and pausing).

Good luck, and let us know how it goes.  Welcome to the Community Forums!