Luxe won't turn on or charge

[Tindan]

Brand new Luxe, has been charging for hours but will not turn on, I have re-set it several times, it shows the logo then, nothing, I’ve changed the plug, nothing… it shows it’s counting steps in the app and says the battery is full…

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Tindan. Welcome to the Fitbit Community Forums. I'm sorry to hear about the issue with your Luxe. Thanks for already trying to troubleshoot your Luxe before posting here. I will be glad to help you!

To better assist you, may I know when you got the Luxe? Did it work when you first got it? Was the synchronization recently? The battery level on the Fitbit app updates every time you sync. That means that if your watch hasn't synced yet, your app will still show the battery percentage of the last sync. 

To be, this looks like a battery issue. So, with that being said, please make sure you've restarted your Luxe as described here. 

If the restart doesn't work and your Luxe doesn't vibrate during the restart process, please follow the steps below: 

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. 

Let me know how it goes.