Luxe won't turn on

[LJW12345]

So my wife was buying cheap chinese watches from amazon only lasted 4-6 months , so I told her treat yourself and get a proper watch so she bought new Fitbit Luxe from Amazon now 8 months old it will not turn on after being on the charger just black screen ! We have tried all methods of re starting etc etc it will only work sometimes on the charger (meaning we can get the screen to light up but not always ? ) It says 100% charged then its just black screen un responsive , so now what ? so mad I told her to buy proper brand but this only lasted 8 months?

Update: Oh and changed clock face that did squat too

Moderator Edit: Clarified subject

[Acksusan]

Same thing is happening to me right now. What do I do about it??

[MarreFitbit · Accepted solution]

Hi there, @LJW12345. Welcome to the forums. Thanks for trying to troubleshoot the issue with your Luxe before reaching out. We‘re taking your comments and sentiments in regards to our products into consideration.

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance. 

@Acksusan Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Luxe.

Please restart your Luxe as suggested here How do I restart my Fitbit device? If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

[LJW12345]

contact support , get new one sent through warranty

[amg954]

Did you ever get this resolved?  I have now been through two Fitbits with exactly the same issue.  My latest device is 3 MONTHs old.  I hate this product.

[Gr4ndp4]

Hi, @amg954, welcome to the community, can you please provide detail of your problem? there are active members here willing & able to offer assistance.

Cheers

[amg954]

Good morning,
My Fitbit Luxe won’t recharge, won’t display and won’t reset.
When the battery indicates it is time to charge, I plug it in and it does nothing. I’ve changed the electrical outlet and try multiple times - nothing. I’ve (gently) cleaned the battery ports to ensure there is no dirt or dust, etc.
After 4 days, it magically decided to turn on and I was able to fully charge it but this is a recurring problem.
This is the second Fitbit that I have experienced this problem with but I assumed with my Fitbit Inspire that it was just a bad device. Now I have the same issue with a new device that I gave only owned 3 months.
What is going on?

Sent from my iPhone

[Gr4ndp4]

Hi, @amg954, it's a pity you are having this experience, may I suggest a troubleshooting plan?

You say attempts to restart your Luxe fail, I assume you are following this procedure.

That would suggest you may not have power at the USB socket in which you have plugged in but could also be due to a poor connection to your Luxe. (or indeed a faulty device)

You get the same result with multiple power sources, following the advice from Why isn't my Fitbit device's battery charging?  In my experience, you need to charge an inert device for at least 60 minutes (not 30)

If you regularly use a skin product on your wrist (as I do) you may find the best way to clean your device is by Rubbing alcohol (Isopropyl 70%) with a cotton wool swab (I clean my mouse, keyboard & phone while I have it in hand) detail the charging ports on your Luxe with a cotton bud. Warm soapy water will help if you do not have rubbing alcohol - make sure it's dry before attempting a charge. Check the charging cable (it must be the one that came with the device) the two pins should be equal in height and free they are spring-loaded (the charging cable for the "Sense" has 4 pins and there is a substantial problem with the design but there is no track record like that with the "Luxe") Examine the USB plug on the charging cable to ensure it is not worn or home to debris or pocket lint.

If you are still stuck contact "Customer Support" using the chat facility or phone for a prompt response. Before making the call make a note of each step you take & the results with the date & place you bought your Luxe and the email address of your Fitbit account. This detail will allow the agent to quickly understand your situation and move it forward.

I hope this helps, let us know how you get on by posting here again.

Cheers

[Pamparadiso]

Omg! Bi have gone through three of them — they each have turned black at 1 year and 8 days!!! and you can’t get the extended warranty anymore (I had it with BestBuy for the first two) but then they got smart because people were getting them replaced all the time!  I love my Fitbit!, BUT I hate this

[Lorainehelen]

I’m having the exact same issues as well. Very frustrating. The device keeps crashing every other day.

[Pamparadiso]

I think I’m gonna move to a Garmin

I tried Apple, I watches and I really love the Fitbit, but have not been
impressed with its longevity. Heard good things about Garmin so if I go!

[Lorainehelen]

Same. Garmin seems much more reputable in terms of product reliability.

[HiSabrina]

Also make sure that you have the latest update - sometimes that helps me!