Two Fitbit Luxe devices are not turning on

[mrchrisan]

I bought 2 fitbit luxe. 1 for my girlfriend and 1 for me. My girlfriend used it every night to track her sleep for the past 2 years. I barely used it (maybe 1-2 months total)

Within 24 hours both our watches has issues turning on.

Trouble shooting:

1) I thought it was a charger issue so changed outlet and chargers 

2) Tried reset in settings

3) USB pressed black dot 3 times

It would temporary turn on. Just in time for a 'reset' but then it would go black again.

When I check the battery % it is always different. Sometimes it shows a high battery % sometimes it shows a low battery % on the screen. When I also checked the APP battery % it also shows a different one vs the one shown on the screen.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @mrchrisan. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that both Fitbit devices are not turning on. I understand your concern, I will do my best to help you with this!

As per the description of your post, it sounds like a battery/charging issue. To better assist you, please confirm that you both have tried all troubleshooting steps provided here Why isn't my Fitbit device's battery charging?

When the Fitbit Luxe is connected to the charger, are you able to interact with the screen/settings? 

Regarding the battery level on the Fitbit app, note that it updates every time you sync. That means that if your Luxe hasn't synced recently, your app will still show the battery percentage of the last sync. 

[mrchrisan]

Hi

Yes changed chargers as mentioned in original post.
I have to fiddle with it for interactions. Sometimes wiping sensors and trying multiple times to re-connect

[MarreFitbit]

@mrchrisan Thanks for getting back and the details provided in your post. 

Since all the steps you tried didn't work, you have a Luxe and report it's not responding, I need additional information from you and your girlfriend that would best be shared privately. I’m sharing a link to a form for you both to fill out so we can look into this further, please fill it out separately. 

This form is only meant for you and your girlfriend to use, so let me know once you both are done. Click here to get access to it. 

[DebF87]

My mum and myself are having the exact same issue with our 2 fitbit luxe’s over the last few weeks. They will just got blank then when reconnected to charger, still showing 90%+. After another few hours do same again.