Sense 2 not working when off the charger

[Denice69]

My fitbit is not working unless it is on the charger. I have tried to update the software, use the original charging cord, as well as a secondary charging cord. I have tried to reset the fitbit but don't know if I have done it correctly but have signed out on the watch. As soon as I take it off the charger it will not stay on at all it has to be plugged back in to turn on and the % it is charged at is always different. My watch is only 2 years old and should not be acting like this already. I did not hit or damage it. The only thing I did was get a new phone.

[FatimaFitbit]

Hi there @Denice69! A warm welcome to the Fitbit Community!

Thank you so much for sharing with us the situation you're having with your Sense 2.

I suggest you try to follow the troubleshooting steps described in this help article: Why isn't my Fitbit device's battery charging? 

[Denice69]

I have done all of this. Nothing is working. I made sure all charging ports and charger ports are clean. I tried a new USB plug portion, even tried another charger. I have left it plugged in for more than 30 minutes and it still turns off the minute I unplug it. The device is not wet, nor has it been wet anytime recently. I put it in swim mode twice when I swam over the summer but I do not even shower with it on.

[FatimaFitbit]

Hi there @Denice69! Thank you so much for your answer and for all your efforts.

Since you have tried the steps and your Sense 2 still doesn't work, I need more information from you, which is best shared privately. I am sharing a link to a form for you to fill out here.

This form is for you only, so let me know when you have completed it.

[Denice69]

I have completed the form via the link you shared above.

[123emma]

Can you help as I am having exactly the same issues as described on this thread

[Denice69]

It seems to be a common issue that is happening all of a sudden. I hope this problem can be fixed.

[Denice69]

I filled out the link you sent and have even replied to the individual email questions I received and still no resolution to be found. I am very disappointed in the lack of support on this issue.

[Guy_]

Hi @Denice69 - the problem suggests a bad battery connection but could also be a clock face issue if the watch restarts on its own.

In any case it would be good to try changing clock face while charging to rule it out as a cause (and syncing if you change using the Fitbit app instead of a gentle long press on the watch face)

Also try logging out of the Fitbit App and swiping off the active window and in Android clear the storage cache and force stop it before turning off any phones the watch has been used with before placing on charge.

If you remove the watch from charge (with phones off), you can possibly rule out the change of phone as the cause.

You may be able to do a factory reset for sure from the watch menu while on charge and be patient. It may also become terminally broken, if there is an irrepairable fault.

Once the factory reset has completed you can try turning on the new phone, remove any Bluetooth watch entries and set it up again.

It is doubtful it will help and unless you have extended warranty you are probably no longer covered for a replacement.