Charge 4 won't charge

[Bracken05]

Got my Charge 4 just over 2 weeks ago. Come to charge it tonight and it will not charge at all. Charged fine previously. Help!

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Bracken05 , this is usually not an issue of the .charge 4 not charging.  More likely it is an issue of the Charge 4 not seeming to charge.  As long as you are certain that you are using a plug and wall socket known to be working (test both using another device) just go ahead and charge your Fitbit.  When it has had an hour or two of charge try the restart procedure.

While it is still plugged in and charging (even if it still does not seem to be charging), press and hold the button.  Make sure that while you are pressing and holding the Fitbit stays properly in the charging cradle.  

If your Fitbit has become unresponsive you may need to hold the button for much longer than the usual recommended 5-8 seconds.  I would suggest 20-30 seconds.  But usually after that you will see a smiley face and the Charge 4 will be responding normally again.

Sometimes you need to repeat this process.

Let us know how it goes.  Welcome to the forums! 

[Bracken05]

Tried this and no joy, I still have a small amount of charge left   when I press and hold the button it just changes the screen that shows the DND option then goes off and then the same screen comes back up. No smiley faces 😞

[AlejandraFitbit]

Welcome to the Community, @Bracken05 and @Julia_G, thanks for the input.

I appreciate all the efforts in trying to fix this battery issue. If your tracker isn't charging, I recommend taking a look at the help article: Why isn't my Fitbit device's battery charging? and follow the instructions provided there.

Let me know the outcome. 🙂

[XXHHXX]

I have the exact same issue. Mine is 4 days old. 

I have tried the advice on line..

Nothing has worked. 

What next? 

[Bracken05]

I contacted the Fitbit customer service, they asked me to do various things to try and get it charging but nothing happened  so they're exchanging it for a new one as its under warranty. Was easier than expected to sort it.

[XXHHXX]

That's good. Did they say how long it would take? Do they have to acknowledge the receipt of the faulty one first? 

Sent from Yahoo Mail on Android

[Julia_G]

Hi, @XXHHXX , in almost all cases when people report that a new, or nearly new, Fitbit won’t charge the problem is NOT that it won’t charge, and that is why I do not usually refer them to the help article that AlexandraFitbit shared above.

With a new or nearly new Fitbit the problem is almost always that the Fitbit is not responding, so even though it is charging, it does not LOOK like it is charging, if that makes sense.

- First, do make sure the charging port you are using actually works.  

- Second, use a wall charger (CE or UL certified - the one that came with your cell/mobile phone is ideal, as long as it will accept a USB cable).  Don’t use your computer in this case, because it delivers charge much more slowly, and in most cases it won’t deliver any charge at all if it has gone to sleep.

- Third, be very careful that the Fitbit is properly seated in the charger, with the little brass charging points lined up with the pins on the charger.  That’s obviously very important - it won’t charge if it is sitting in the charger upside down, or is hanging loose...

Once all that is set up and confirmed, give it a good two hours’ charge.  Once it has had two hours, even if it does not seem to have been charging, while it is still firmly seated in the charger and plugged in to charge, press and hold the button (this can be a bit tricky with the Charge 4 as it isn’t really a “button”).  Fitbit recommends holding the button for 5-8 seconds, but if the problem is the Fitbit is unresponsive you may very well need to hold it for MUCH longer - like 20-30 seconds - and you may need to try this a second time.

With luck you will see a smiley face, the Fitbit will have restarted, and will be back up and ready again.

Give it a try and let us know how it goes.

[XXHHXX]

Yes as I stated I have down the above including leave to charge and performing a reset. 

[Bracken05]

No mention of the faulty one, assume there will be something in with the new one to send it back. 4 to 5 working days delivery.

[Julia_G]

@XXHHXX , up to you, of course, but if you have only tried a reset giving 5-8 seconds button hold I would recommend holding for longer 20-30 seconds.  But by all means get in touch with Fitbit Customer Support.

[XXHHXX]

Yep held for 30 seconds or so and still nothing. 

[Julia_G]

@XXHHXX  in that case time to get in touch with Fitbit Cutomer Support on contact.fitbit.com  I don’t think there is anything more the Community forums can advise.

[Rich_Laue]

To restart the Charge 4 must be properly in its powered up charger then hold in the button.

If the tracker restarts, the tracker should be charging.

If the tracker goes into its quick settings, it usually means there is a problem with power. The cable could be bad or the cable isn't getting power.

[AlejandraFitbit]

Hey guys, thanks for your participation in the Forums and for the efforts in trying to fix this battery issue.

@Julia_G and @Rich_Laue, I appreciate the input.

@XXHHXX, upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

@Bracken05, it's great to hear that you will be receiving a replacement. At the moment of receiving it, you can follow the steps in the article: How do I set up my Fitbit device? and pair the new unit.

Let me know if you need anything else. 

[Uttsd]

I am having the same issue with my Charge 4 which I have had for about a month.  It is a struggle every time I try to charge it.  I believe the problem is with the charger itself.  In order for me to get the device to vibrate to indicate it is charging, I need to pull the charger out of the USB port ever so slightly.  While this will initiate the charge, it will not continue to charge because now the connection is too loose.  This makes me think the USB end of the charger has the wrong specifications.

-----------------------------------------

I called Fitbit and they are sending me a new charger.  They were very helpful.

[junkybunky]

Have the same problem. My charge looks different from the charger on the Fitbit site. My 4 will not charge, period.

fitbit says go back to where you bought it, where I bought it says go back to fitbit. This is my 5 fitbit product. I’m pissed- bad customer service.

[LucasG]

My Charge 4 is fresh out of the box. I opened it and everything looked fine. I got the smiley face right away and it was charging when I finished the set up. It was at 60% at this time. 

Over the next few minutes was using the app and noticed the battery had dropped to 59%. Note that I hadn't touched the fitbit at this time so no physical movement could have made the contacts become disconnected. But I went to make sure the charging ports were making contact anyway. They were. I tried different outlets. I rebooted the device. I've tried just letting it sit there but after an hour or so the battery keeps declining steadily with no signs of charging. 

The only thing I can think of that makes sense is a problem with either the Fitbit or the charger that came with it, even though you say this is almost never the case.

[AliciaWip]

I had the same problem with my charge 4 straight out of the box. I was almost getting ready to return it after I charged it for half the day and it still said 0%, and I went through troubleshooting through the fitbit support chat. I left it unplugged overnight and to my surprise the battery said 65% when I woke up. However when I plugged it in again it still wouldn't charge past 65%. I was not able to reboot it by holding the button as has been suggested in this forum, however I was able to reboot it which did allow it to charge, so I am providing others with how I did that as I don't see those instructions here.

To reboot: swipe left until you get to settings. Under settings click on About. Scroll down and there is a Reboot device button, after clicking on this you have to scroll down to get to the check box to reboot it. 

After rebooting, it seems to be charging normally!

[AnnieAW]

Thanks for the clear instructions-I have similar story and was hopeful when I saw this... However have now rebooted and got the smiley face etc but still don't think charging - will leave plugged in another couple of hours. New charge4 yesterday but won't charge - have tried all the usual things, different computer USBs and several appropriate wall chargers, left connected sev hours.  Has never vibrated or shown the battery on plugging in like my old charge 2 does 🙁   Battery almost dead now   Have emailed customer support...