New Charge 2 won’t turn on

[Shania96]

I just bought a charge 2 and it won’t turn on at all, I’ve had it on the charger for about 6 hours, moved it around to make sure it’s connected etc. It won’t indicate that it’s charging, screen won’t light up, nothing. Faulty or is there a trick someone has figured out?

[SteveH]

That doesn't sound good. Have you tried different power sources such as a wall charger that you use for your phone? I'm wondering if the USB connection you are trying to use is not providing enough power.

If you have and there's no sign of life then I'd suspect that you have a faulty tracker. Are you able to replace it via the retailer? 

[HeydyF]

Hey @Shania96, let me give you a warm welcome to the Community! Thanks for making sure that your Charge 2 is charging fine. If you haven't returned it yet, as @SteveH suggested, maybe you can try one last thing. Please try to restart it by following these instructions: 

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You'll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker's display. Your Charge 2 will begin charging.
4. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
5. Unplug your tracker from the charging cable. 

If definitely still not working, please contact the retailer where you directly purchased it. 

Have a nice day! 

[Shania96]

Thank you for the suggestion, I’ve tried that multiple times and made sure all connections are good but I get no response from the fit bit. It doesn’t vibrate or light up or anything. 

[HeydyF]

Thanks for trying to restart your Charge 2 to make it work, @Shania96! Since the issue persists, I have escalated your case with our Support team so they can further assist you , so please keep an eye on your inbox. 

Let me know how it goes!