Warranty and Charge2 problems

[Dreadeddragon]

Hi! My charge 2 just stopped working a few days ago, the sleep tracking isnt getting details and the battery went from 7 days to about 5 hours overnight. I fully charged it this morning and it died on my 6.5 hour work shift. I know I purchased the extended warranty, but I dont know where to look for that info or how to see when I purchased it (so I don't even know of the warranty is still good). Where can I find this info? Thanks in advance!

[AlvaroFitbit]

@Dreadeddragon Welcome! It's nice to have you on board!

Let me help you with your Charge 2 not working correctly. For the battery issues try cleaning the contacts using cotton with rubbing alcohol then charge it by plugging it for a couple of hours directly to your computer's usb port (try different ports) or use an UL listed usb wall adapter. After this, restart your device and see how it behaves. 

Regarding sleep details (sleep stages), you may not get them for the following reasons:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Finally you should have the details from your extended warranty from your purchase email. Still you can check it's terms and conditions and how to contact the provider here.

Let me know how it goes.

[Dreadeddragon]

I've had this thing for nearly 2 years and I've not once had this problem before. The heart rate sensor also stopped working, which is probably the reason for the sleep tracker, the green lights are a constant steady glow. Unfortunately the link you sent for restarting the device doesnt work, but its turned off plenty of times due to the battery only lasting a couple of hours.

I was supposed to keep an email in my inbox for 2 years? (No snark intended, this is a legit question). Is there a way to tell when exactly I purchased my fitbit if I bought it from the app/website? If it's been over 2 years there's not a point to trying to figure out the warranty. I dont see anywhere on the website or the app that will show me previous purchases, but maybe it can be seen from an admin?

Thanks for responding so quickly!