Sense 2 Won't Charge

[KawaStu63]

I am having a similar issue with my Sense 2, I connect the charge cable (magnetic strength good) for 30 mins no effect on battery charge. I have cleaned the back of the watch and the attachment points on the charge cable with alcohol wipes (cleaners for spectacles) no effect.

I normally charge the Fitbit each morning while I shower, I never wear it under the shower or swim with it. I purchased the Sense 2 online on 3rd of April 2023. 

I have tried several USB powered ports and no success even where charging works with other devices.

Moderator edit: format. 

[N8teGee]

Hi @KawaStu63

Have you checked to see if the little pins on the charging cable can move (spring in and out) freely? I've seen issues where one or more have got stuck down, causing poor or no contact when connecting to the watch. 

[Rich_Laue]

@KawaStu63 check tge lower left pin it looks as if it may be stuck in. 

[Johnnyf88]

Hi 

I am having the same issue with my Sense 2. It  won't chargeror turn on. I tried to reset in addition to the steps outlined on this forum but nothing works. I bought my fitbit online in April 2023 and received it in May 2023. Really disappointed that this issue has arisen. Does fitbit monitor this forum or is there an email address for the company as I would like to get the fitbit replaced as its still under warranty and shouldn't just stop working after 4-5months. Thanks

[KawaStu63]

On examination yeslower pin is stuck in. How would I free it up?

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Thank you, Correct, suggestions on how to free it up?

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That's correct, but having seen issues regarding pins stuck down before, what suggestions do you have to resolve issue? 

[N8teGee]

I would suggest using some IPA (rubbing alcohol) or some electrical contact cleaning spray. Avoid water.

If you don't have any success with the above you may contact Fitbit customer support (here). Perhaps they can issue a replacement cable. Another option is to buy one from Amazon, they are quite cheap. 

[KawaStu63]

Thank you for the suggestion, if you read the steps I took prior to the posting, in the body of the message you would see that I had already done that.

I think that the charge cable pin being stuck is a fairly common problem, mainly due to the immediate responses that suggested it was the case from the picture I posted.

I feel that a cable that is solely dedicated to the Fitbit (Sense 2) and can fail in just under 6 months to be a product that fails to meet the "fit for purpose" Australian Consumer Laws.

That said, I contacted a friend where I work who also uses a Fitbit (Versa) and borrowed his charge cable to isolate the problem area. As it has been suggested it looks like the pin in the cable is the problem. I was able to charge my Sense 2 without any issues back to 100%.

That same friend also advised me to go through Amazon for a reasonable priced alternative to the genuine "Fitbit Cable" at a reasonable price, plus they should have delivered in 24 hours.

The Fitbit Sense 2 is great at what it does even if it has to be manually synced to keep up to date. I try to do over 10,000 steps a day and often my weekly report is missing a few days data, but that's not a big issue to me. 

The Fitbit watches/trackers are not cheap, therefore my expectation is that all components (the charging cable included) should be of a reasonable quality and last more than the 5 months that my cable worked. When it was only used at the most once a day, but not every day.

This theory is backed up by the considerable amount of different OEM cable suppliers available on Amazon.

Thank you for your time, it is a shame that Fitbit doesn't appear to monitor the discussion group closely and supply a resolution to the issue in the form of a replacement cable or due to the commonality of the failures, issue the watch with 2 cables for charging.

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Apparently they don't openly admit to monitoring, maybe as that would create the impetus for Fitbit to resolve the issues.

Personally, I think that the fact you have to go to a 'Customer Focus Group' to get advice on a product just means there after sales service is a figment of imagination.

Why would you monitor and then not address manufacturing defects if you (Fitbit) had any real interest in after sales service? 

If they really don't monitor the support group that they refer you too, then once again it becomes a possible 'take the money and run' attitude towards their customer base. Either way they they are not smelling like roses.....

Moderator edit: updated post. 

[N8teGee]

I'm glad you have isolated the problem.

If you have a pair of small pliers or tweezers, you may be able to pull the pin out. Although I think at this stage it's better to just buy a new one as even if you do manage to free the pin it may only be a temporary fix.

[KawaStu63]

Mate, not sure where you are as I’m in Sydney AU. As I stated I ordered mine same time likely same issue. - Looks a bad batch of manufacturing with little to no support from Fitbit. I’m at a loss why some stranger would be pleased that I have isolated the issue and received zero response from Fitbit. 

[Rich_Laue · Accepted solution]

Many users have gone into Amazon and bought a non-fitbit model. You can find packs of two and you will find all the pins move a lot easier. A pack of 2 will be cost less than half of a fitbit model. 

[Mac67]

I have issues with my own sense 2. It no longer charges at all, no lights  working on the back of it. I have purchased another charger and that is not charging it either. I have tried to hold in the button on the side for 10 seconds, it vibrates once, the fitibit icon comes on and then  nothing... I only purchased it in January  this year. It was giving me absolutely no problems at all up to this.  I have tried cleaning the back of it  it as welI am so frustrated and disappointed. I loved it. 

[KawaStu63]

@Mac67 Mate, I think it will be much the same as my results, deafening silence about remedying the situation. Bought in January I would think you have a genuine case for a replacement. But sadly from my own experience and other posts in this community I don't expect too much from Fitbit in this regard. Good Luck.

[N8teGee]

@KawaStu63 The reason I'm glad that you have isolated the problem is because it's a step closer to trying to fix it, and at least we now have the knowledge as to what is at fault.

Perhaps you are unaware that this is predominantly a user based forum, and like yourself I am just a fellow user trying to offer some help. 

Anyway, I hope you find whatever it is you are looking for on this forum. I will now be unsubscribing from this thread. Good luck, and take care. 

[Mac67]

thanks for your reply, the only reason I am here at all to see if there's anything that anyone can recommend to try and repair the watch, I have plugged it in  a socket here beside me in work tonight, the fitbit icon came on and then... nothing.. Really frustrating. I can't think what else to do, it's really disappointing..

[AndreaFitbit]

Hi there! I'm sorry to hear that your Sense 2 won't charge. I really appreciate your feedback and comments. 

@Johnnyf88, @Mac67, I noticed that you already got in touch with our Support Team and received assistance. 

Thank you for your assistance: @N8teGee, @Rich_Laue.

@KawaStu63, I asked for a case on your behalf and a Customer Support representative will contact you soon.

Have a nice day.