Luxe won't charge

[Newgirl17]

My luxe device won't charge.  My husband has checked the charger points and it has power from the electric socket  but it won't charge the luxe.. How do we report issues? I have only had it 6 months 

Moderator Edit: Clarified subject

[Julia_G · Accepted solution]

Hi, @Newgirl17 , sometimes it seems that a Fitbit is not charging when actually the issue is that it has become non responsive.  This is especially likely if the Fitbit has been allowed to die completely before recharging.

So I would recommend plugging it in as before and giving it a couple of hours charge, even if it doesn’t seem to be charging.  Once it has had two hours charge, try giving it a restart: press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

This sometimes does not work initially, especially if the device has become unresponsive, so you may need to repeat this procedure a couple of times.  Also be sure to pause between each press, but not for too long!  I find if you actually say the words you will get the rhythm right: press - pause - press - pause - press.  

With luck your Fitbit will spring back to life and all will be well.  For best results, whenever possible recharge your Fitbit when is gets below 20% battery level.

If the restart procedure does not bring your Luxe back to life, 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.

Good luck and let us know how it goes.