Won't Charge, Need Customer Service Help

[Shelbie14]

Bought a new Fitbit one at Christmastime because my Force band kept breaking and I was tired of dealing with this issue, but when I got my One out of the box, it wouldn't charge. Don't know if it's the cable or the device. Now I need to submit both my Force and One to Fitbit. Love my Fitbit products and would like this situation rectified. Please advise what to do/who to send to. Thank you.

[SteveH]

As a first step you need to contact customer support via this link:

http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

[TandemWalker]

Hi @Shelbie14. If you're completely new to the Fitbit One, charging it can be a little challenging at first; so I'd like to offer some tips. All this may be futile if you're doing everthing right and if so, well just humour me.

First, you have to make sure that the gold-coloured contacts on the underside of your Fitbit One meet those inside the charging cable end; and then you have to push it real hard until you feel and hear the contacts click. That's the part we weren't doing right. When new, it's a very tight fit and unless you apply sufficient force, the contacts won't connect. Then you have to plug the other end of the cable into a powered USB port on your computer, a port directly off the motherboard. Ports from peripheral equipment or USB hub often do not provide enough power to sustain the BT connection with your dongle.

Hope this helps. Have a nice day.

             TW             

[Shelbie14]

Thank you. Not new to Fitbit. (This is my 5th one.)

Shelbie

(Sent via iPhone)

[RobertoME]

Hi @Shelbie14, I've noticed you are new around, so welcome to our Fitbit Community. I was reviewing your post and based that it was your 5th tracker, I'm curious if you were able to fix the issue. Could you be so kind to share what was the solution? I just want to give follow up with you.

I'll be around and hope everything is okay.