Sense 2 not charging

[RenatoV]

After changing my Google email, my FitBit Sense 2 died.... the battery won't charge, it happened out of nowhere. I loved my watch. What should I do? I'm from Brazil and we don't have support here, which is a shame. How can I replace it with a new one?

Moderator edit: updated subject for clarity

[MaCrisGBFitbit]

Hello @RenatoV!   It’s nice to see you around the Community Forums!

I'm sorry to hear that your Sense 2 is not charging.  

Could you tell me if your monitor reacts at any time? For example by connecting it to the charging cable. Does it make a good connection? Does it vibrate? Can you see something on the screen? Are the green lights on the back on? If you ussually charge your Senbse 2 with a UL certified adapter please try with a PC after restart the watch. 

I also suggest cleaning the charging pins in the watch and charging cable: How do I clean my Fitbit device?

[RenatoV]

Nothing works, charger cleaned, everything fine, I don't understand why it stopped working after trying to access it again... they destroyed my watch out of nowhere.

[RenatoV]

I'm sad because it's a fantastic watch, I use it frequently, and now I don't know what to do... even exchanging it for another one is difficult.

[RenatoV]

it is not the problem 

[Guy_]

Hi @RenatoV - if the watch shows no sign of charging did you check the pins on the charge cable, you may find one pin is shorter than the others (so no longer makes good contact), quite often getting a new charge cable online can solve the problem.

As recommended using a PC as power source is useful. Attaching the watch to the cable and plugging it in should give you good indication of the problem.

If it plays a connectied/disconnected sound repetitively the watch may have a fault.

Even so try holding the button for a fulll 10 seconds, both off charge and on charge.

[RenatoV]

The pins and the charger are right, I'll try it on the computer, I don't understand why this happened after accessing with a new google email, besides having caused the battery to run out very quickly .... a shame it was a great watch and accessory in my exercises

[RenatoV]

Nothing appears because I can't charge, I tried the 10 seconds several times and nothing, The pins and the charger are right, I'll try on the computer, I don't understand why this happened after accessing with a new google email, besides having caused the battery to run out very quickly .... a pity it was a great watch and accessory in my exercises

[MaCrisGBFitbit]

Hi @RenatoV! Thank you for the reply. 

Thank you for your willingness to try the suggested steps.  

We have tried all possible steps through this channel to try to resolve this issue. My best suggestion is that you contact technical support directly, as they have more tools to provide you with the appropriate follow-up.  

[RenatoV]

Thank you very much for your attention, today out of nowhere the watch accepted charge, for 10 hours I left it charging and it was 100% battery, take it off and I'm using it, the battery in minutes has already dropped 20% .... Too bad... I'll keep trying

[Guy_]

@RenatoV - when you have erratic behaviour one thing to check is the watch does not get hot while charging as it is dangerous and also indicates a watch fault.

But as it charges the charge cable seems ok still.

This leaves 3 issues. A recent update to the watch has a known firmware problem which can even stop the watch working when not on charge, or another is erratic battery behaviour, placing on charge again will give another battery level than the one you see (inaccurate battery level reporting) or the watch has a fault.

For now restart the watch and charge it again to 100%. If it takes 10 hours to charge completely, then it likely has a watch an internal fault. Maximum charge time is normally only 2 hours from completely flat.

[RenatoV]

Yes, I did a recent update on the watch too, there is a way to revert or even redo the update, to try to correct this possible error....by the way, the watch is not heating up,