Brand New Inspire HR will not charge/finish set up!

[corkekm]

I just bought a brand new fitbit inspire hr. I took it out of the box and followed all the set up instructions. I was able to successfully pair the device with my phone, but set up would not complete because of low battery. I can't check the battery status on the device itself by pressing the button and it does not respond to swipes. When I check the battery status on my phone it says it has an empty battery. It has been charging for 3 hours now and still is registering as having an empty battery. No battery = no set up!

I'm honestly ready to return this for a refund and stick with my old flex. The battery refuses to charge so it won't finish set up. I've tried all the troubleshooting steps. This is ridiculous for a BRAND NEW product that I just bought and took out of the box TODAY. I've cleaned the charging ports, reset everything, turned bluetooth on and off, etc.

If anyone has any suggestions besides the regular troubleshooting advice, it would be greatly appreciated! Otherwise this is going back to the store....

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@corkekm Welcome! It's great to see you around! 

Let me help you with your Inspire HR not charging and setting up. It seems that you tried the suggestions for this issue. At this point please let our Support team know about this. I noticed that you already have a ticket with them so keep working with the team to find a solution.

Let me know how it goes.

[Charlotte14]

Hi I’m also having this problem and can not contact the support team. What should I do now, I have tried all the troubleshooting suggestions and it still doesn’t work

[AlvaroFitbit]

@Charlotte14 Welcome to the Fitbit Community! It's great to have you here!

Let me help you with your unresponsive Inspire HR. Which troubleshoots have you tried on your device. I suggest you clear the link between your phone and your tracker before retrying the setup:

1. Go to your phone's bluetooth settings and remove all devices listed there.
2. Restart your phone and restart your device. 
3. Check that no battery saving app/feature on your phone is affecting your Fitbit app.
4. Also, on an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. 
5. You can find troubleshooting instructions here. After this try the setup again.

Let me know how it goes.

[tess_s]

I'm having the same problem.

Opened the box today. Initially it paired with my (android) phone/the app. But when it came to charge it up enough to update it/finish set-up, I couldn't get it to charge properly.

If I hold the device to the charger it will vibrate and seems to charge for a few moments (battery icon and % displayed). But as soon as I don't have pressure holding the two together, the charge bits seem to click apart. The device and the charger are still (loosely) magnetically connected, but not at the actual charging location. The screen then either goes off/black, or displays the fitbit logo and a link to the website for set-up.

I'm thinking it might be an issue with magnet placement in either the charger or the device?

Battery started at around 33% and kept dropping. Now I can get it up to 5% max (usually sitting at a 3% or 4%, if I manage to get it up from being totally depleted). It did randomly go up to 27% from 5% for a few moments, but then went back down.

The charging prongs are totally clean. I have tried charging from two different wall sockets and two different plugs, as well as from my laptop. Same thing with all of them.

Is it worth contacting support? Or should I just send it back to my retailer?

[AlvaroFitbit]

@tess_s Welcome to the Community. 

Let me help you with your Inspire not charging not setting up and thank you for troubleshooting this issue. Since the issue persists I have created a case so our Support team can further assist you via email.

Let me know how it goes.

[Gerdavos]

I’m having the same problem here. Fitbit is charged to about 60% and is still charging, but still setup is not possible due to ‘low battery’. Gave this as a present to my mom but she’s already so annoyed that she already wants to return it. Actually very surprised this issue already seems to pop up for several months now and still is not fixed. connected.

[tess_s]

Thank you!

[AlvaroFitbit]

@Gerdavos It's great to see that you've visited the Fitbit Community!

Let me help you with your mother's Inspire HR not setting up and thank you for troubleshooting this issue. Please try the instructions in my previous post or confirm that you have tried them already so I can see if you need a ticket.

@tess_s you are very welcome.

I look forward to your reply.

[patrickjh]

having the same problem.