Luxe screen won't stay on

[AliciaKirby86]

I bought my it in April from Kohl's and gave it to him for his birthday in the end of May. He has worn it a little over a month and the screen is not staying in. What am I to do?

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @AliciaKirby86, welcome to the community, can you please check if the Luxe is being charged? You may find this article of interest Why isn't my Fitbit device's battery charging? - Fitbit Help Center If the Luxe battery is holding a charge try restarting it as advised here How do I restart my Fitbit device? - Fitbit Help Center 

Please post here again & let us know how you get on.

Cheers

[MarreFitbit]

Hi there, @AliciaKirby86. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear the Fitbit Luxe is still not turning on. I understand your concern, we're here to help you! 

I agree with @Gr4ndp4' suggestions. 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'd recommend 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, try restarting the Luxe. I would recommend trying this maybe twice in a row if a first try doesn’t work.

[AliciaKirby86]

I should have said the screen is not on the watch but popped off.

[Gr4ndp4 · Accepted solution]

Hi, @AliciaKirby86, thank you for correcting my misunderstanding. You almost certainly have the benefit of Fitbit's return and warranty policy which depends on where you are when you bought your Luxe and from whom (it must be an authorised seller) Note accidental damage is excluded. In order to process a recovery/replacement contact "Customer Support" online or via the help links in the Fitbit app. It's a good move to have the information I mentioned earlier to hand so you can brief the agent. Alternatively, you may have the benefit of your seller's returns policy as you only bought it recently.

I hope this helps.

Cheers