Sense 2 battery isn't working

[Toey555]

I have a Sense 2 that I got for Christmas (2022) that is no longer working.

It was working this morning and the battery was on 62%.  I took it off to shower and when I put it back on the screen was blank (black), unresponsive and the green/red LED in the rear wasn't working.

I have tried to restart but nothing changes.  It looks like it is turned off but I cannot turn it back on.

I put it on charge for a few hours  in case that had any effect but nothing changed. 

Has anyone got any advice as to what it may be?

TVM

Thanks

Moderator Edit: Clarified subject

[Luckha7646]

Same problem.  Also purchased last December.  Charging it several times and nothing.

[Cwil20]

I'm having the exact same issue and no fix for it yet. 

[Rich_Laue]

When put on the charger, do you feel a vibration? 

[Toey555]

Nothing, no lights, nothing 

[helenmaryhibber]

Same problem here as well packed up yesterday fully charged 

[Guy_ · Accepted solution]

Hi all, unless there is a problem with the charge cable or watch cleaning, see How to check charge cable - Sense 2/Versa 4 won't charge, won't start or blank screen

Try holding the button for 10 seconds to restart it.

If that doesn't work get it replaced under warranty.

You can always chat via the Fitbit App, click profile photo, Help & support, Contact Customer support.

[NancyJLitz]

I’m having the same problem. Won’t charge and won’t sync. Frustrated. 

[Richie2013]

Thanks Guy for the 10 seconds tip, I put my Sense 2 on charge overnight and got up to it not working or responding to anything - blank, dead screen. So I tried your 'hold for 10 seconds" tip and she kicks back into life. 👍😊

[LizzyFitbit]

Hi everyone, and welcome to our new members. @Rich_Laue and @Guy_ Thanks for the help!

@Toey555, @Luckha7646, @helenmaryhibber and @NancyJLitz Thanks for the details provided and the time taken while troubleshooting your Sense 2. I'm sorry for this inconvenience and if you haven't done so, please give a try to the suggestions shared by @Guy_.

@Cwil20 Thanks for letting us know about your watch. I went ahead to check your details and it seems you already have a case created. I'd recommend keeping an open communication with our Support team in order to receive assistance.

@Richie2013 Thanks for your efforts, I'm glad the steps shared in this thread worked for you. Happy stepping!

[lmfoward]

Exact problem I am having. Sense 2 completely unresponsive regardless what I do. I got mine Oct 2022. How long does the lithium battery last? Do I need to change the battery?  Any suggestions please?

[Guy_]

Hi @lmfoward - normally a battery will last many years and can't be changed.

The good news is it's probably not a battery problem anyway. Often there can be a charging problem.

If your watch is not charging you won't be able to do anything with it.

Check the cleaning and charge cable , here's how, How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

If it is charging try holding the button for 10 seconds to restart it.

If that doesn't work get it replaced under warranty.

You can always chat via the Fitbit App, click profile photo, Help & support, Contact Customer support

[Luckha7646]

No, but I think I solved the problem.  I cleaned the charger contact points on the back of the watch and it started to charge.  Doesn't seem like a very good recharge design.Sent from my Galaxy

[LizzyFitbit]

Welcome to the community, @lmfoward. @Luckha7646 It's good to see you around.

@lmfoward Thanks for letting me know about your Sense 2. I'm sorry for this inconvenience and I noticed you already have a case created with our Support team. I'm sure thye'll continue helping you, so please keep an open communication with them.

@Luckha7646 Thanks for letting me know the steps that worked for you. I understand where you're coming from and appreciate your feedback, as it'll help us to keep working on our devices, as well as improve the experience with them.

@Guy_ Thanks for the great help!

[lmfoward]

Although Aus Post is showing that the watch arrived back to Fitbit y days
ago, I have not had any communication telling me when I can expect the
replacement that I have been reassured will take place. Five days ago I
have called and left a message at the number listed on the return address I
was given. Could you kindly give an update ?

[LizzyFitbit]

Hi there, @lmfoward.

Thanks for providing more details about your replacement process. While I don't have access to your case, I'll forward your post to our Support team so they can look into this and provide you with more information. Please keep an open communication with them.

[Luckha7646]

Cleaning the back of the watch and charger attachment worked for couple of weeks and now it no longer charges even with cleaning every charge attempt.  Just an incredibly poor design.  Pretty much ready to give up and it's only 90 days old. 

[LizzyFitbit]

Hi there, @Luckha7646.

Thanks for keeping me posted about your Sense 2. I'm sorry you're having this experience and appreciate your efforts while working on this. To make the correct troubleshooting was exhausted, could you confirm if you've tried the rest of the steps described here? If not, please give them a try and monitor its behavior.

[lmfoward]

My watch was recieved by you 3 weeks ago yesterday. I have had
correspondence from fitbit confirming that you received it then saying 'we
don't want to delay your case any longer so we just need you to tell us
what colour your watch is'. I wrote back immediately but haven't heard back
from you. Please have a manager/supervisor contact me. My patience has come
to an end.

[LizzyFitbit]

Hi there, @lmfoward.

Thanks for getting back and sharing more details. I understand where you're coming from and I noticed our team already sent you an email with more information. Please make sure to check your inbox, spam or junk folders to keep in contact with them. They've access to your details and I'm sure they'll continue helping you with any concern that you may have regarding your case.