Welcome to the Fitbit Community, @Jesss_keane.
Thanks for trying to troubleshoot this issue before reaching out. I would like to confirm if you've followed the complete troubleshooting instructions from this help article: Why isn't my Fitbit device's battery charging?
If the issue persists, please try the following troubleshooting steps to perform a factory reset on your device:
- On the device, hold all three buttons for about 10 to 12 seconds.
- When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).
- When the device vibrates, release all buttons.
- Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays http://Fitbit.com/setup.
- When the device successfully resets, please use the normal out of the box process of updating the firmware.
Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc.
Let me know how it goes.
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