Unresponsive Charge 2

[Pixieinchoos]

Hi everyone

my charge 2 was working normally when I went to sleep and this morning the alarm didn’t go off.   There is not display on screen and when I plug it in to charge nothing.  I tried to sync with phone in case it was just the display but it says tracker not found but is still showing the battery more than half full at the last sync at 1am.  

I have had it about 3 years.   The screen cracked about 12 months ago but it didn’t affect use.    Any ideas 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Pixieinchoos welcome to the Community Forums! Thanks for your post.

First, I appreciate your effort and patience troubleshooting this situation prior to posting. To better assist you with this, can you please let me know if the heart rate sensors of your Charge 2 are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation.

Regarding the cracked screen, please take in consideration that since this is a hardware issue, there's no way to troubleshoot this. Also, we do not have any repair center to check your device, however, our Customer Support team can refer to our warranty policies to determine your eligibility for a replacement device. Would you like if I contact them on your behalf to check on this? 

Let me know if you have any additional questions, I'll be here.

[dj5]

If it's almost three years old then consider yourself lucky! Based on the forums most people are lucky to even get to two years.  Maybe the product quality dropped shortly after you bought yours, but I wouldn't replace with a Fitbit as a result.  Many people have the same issue and other than the troubleshooting guide Fitbit won't do anything to repair, they'll just tell you to buy a new one. 

[Pixieinchoos]

No there are no green flashing lights.  The last sync was 1.30 am yesterday and the silent alarm didn’t go off at 8.45am.  Battery showing over 50% charge.  Plugged into charger and nothing and when I try and sync it says device cannot be found.   

[Broothal]

Same thing happened here. Have tried everything to get it to respond without luck.

[RicardoFitbit]

Hello guys, it's a pleasure to continue assisting with this situation, my apologies for the delay in responding your posts. Welcome to the Community Forums @Broothal. Thanks for your reply @Pixieinchoos and nice to see you again participating @dj5.

@dj5 Thanks for sharing your thoughts and personal experience with this situation. Since our Customer Support team already provided you assistance with your concern, I recommend you to get in touch with them if you have any additional questions about the outcome of your case. Also, you can review our warranty policies for a better understanding of their conclusion.

@Pixieinchoos Thank you for the details that were shared with me. I'd like to share with you that our Support team was contacted on your behalf to receive further assistance with your Charge 2. That said, please keep an eye to your email inbox because they'll be in touch with you soon.

@Broothal Thanks for bringing this to my attention. Our Support team informed me that they already provided you assistance with this situation, therefore, if you have any additional questions about your case outcome, please contact them back for more information.

See you around.