Sense 2 not charging

[DSJensen]

About mid-March 2025, after charging my Sense 2, when I unplugged it from the charging cord, the face went blank and I couldn't get any response from movement or pushing the side button. When I plugged it back in, it showed charged and displayed the face, but again went blank when unplugged. I plugged it into my computer and got the same results. Over the next few weeks I would check to see if the watch works when removed from the charging cord, without success. Sometimes after unplugging it and it going blank, and then plugging it back in, I have to press the side button for several seconds to get it to display the Fitbit symbol and then it shows the clock. When plugged in and showing the clock, I can scroll through all displays, left, right, up, and down. I did a reset of the Sense 2, but had the same problem of going blank after removing it from the charging cord. I then deleted the Fitbit app from my phone and then reinstalled it. I also reset the watch after reinstalling the app. I tried restarting the watch while the app was deleted and then installed the app. No luck. I reinstalled the app and then did a watch restart. No difference.

Today, when I removed the app and then reinstalled it, it showed there is a software update for the Sense 2. I ran the software update, which performed a sync with the watch as a last step. It still goes blank when removed from the charging cord. When plugged in to the computer, I get notifications of new messages being received on the Sense 2 from my phone, but nothing happens when it is unplugged.

I received this Sense 2 watch as a retirement gift the end of November, 2023, so it lasted approximately 15 months before this problem occurred. I'm now reading of other people who have had similar problems. Nothing I've tried works.

Moderator edit: clarified subject.

[ManuFitbit]

A warm welcome to the community forums @DSJensen. 

Thank you for providing all these details regarding the difficulty that you are experiencing with the Sense 2. Thank you for trying to fix it on your own. 

Sorry to see that after performing different steps the device is still having issues with battery.

Please, make sure to follow the steps listed in this help article: Why isn't my Fitbit device's battery charging?

[DSJensen]

I read through the list of problems and none of them apply to my conditions.

When the watch is plugged into the computer, It shows 100% charged, most of the time, but once in a while it will show 87% charged.  As soon as I remove it from the charging cord, the screen immediately goes blank and I can't get any response from movement or pressing the button on the watch, even when holding the button on the watch for as long as a minute.

Here is another problem I noticed. While plugged in, the time on the watch is currently 11 minutes slower than the actual time. Yesterday, I noticed the time can be off as much as 25 minutes, but since I first noticed the time being different than the time on my computer and wall clock, I have never seen it display the correct time.

Based on your response, it sounds like maybe the problem is the battery isn't actually being charged even though it shows 100% charged. That would mean the external power source is running the watch displays, but as soon as the watch is disconnected from the external power source, the battery is doing nothing. 

It isn't acceptable to me that the battery in a watch costing $245 would last less than 1.5 years. This clearly is a defect from the manufacturer and should be repaired or replaced free of charge. 

[Crisgolin]

I'm having the same issue...

[ManuFitbit]

Hi @DSJensen. Thanks for the response and the new information provided about this issue with your device and for trying to fix it through the steps suggested in the help article.

Since you tried the steps and they didn't work and you report experiencing the same behavior, I need additional information that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. Please let me know once you’ve filled it out. 

Hi @Crisgolin. Good to see you participating for the first time in the community.

Thank you for bringing us this situation to our attention. 

Please confirm that you have followed the steps provided here: Why isn't my Fitbit device's battery charging?

[Crisgolin]

The issue is not the battery as the watch is 100% full. The issue is that when I take off the watch from the charge cord, it doesn't work. 

[DSJensen]

I've filled out the form in the link provided.

DSJensen

[ManuFitbit]

@Crisgolin thanks for the response.

Yes, as you indicated having the same issue, and you confirmed that the device is not working after being disconnected from the charger, please take a look at the article.

@DSJensen thank you very much. The team is going to contact you soon.