help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Brand new Sense will not charge.

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎06-24-2022 04:25 - edited ‎06-24-2022 04:38

‎06-24-2022 04:25 - edited ‎06-24-2022 04:38

I purchased a Fitbit Sense from Fitbit.com and it arrived yesterday. It will not charge and troubleshooting with Customer Support didn't resolve the issue and was instructed me to mail it back for repair/assessment. I returned my Fitbit Ionic to Fitbit due to the recall two weeks ago and without a watch. I'm told I won't be sent a replacement until I return this watch (that never worked) and it's assessed and/or repaired. Is this correct?

Best Answer
0 Votes
3 REPLIES 3

‎06-24-2022 04:59

‎06-24-2022 04:59

Hi@DougRunner - before returning the watch check

 

  • there is no plastic film on the back of the watch
  • the charger is not faulty [ many people report problems]

How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

 

If only the charger is faulty you can get them to send you another one free and keep your new watch, otherwise they will probably only send you a refurbished one which if the fault is the charger is not a good idea as it can be a long complicated process.

 

In other words start with a replacement charger before parting with your new watch.

Author | ch, passion for improvement.

Best Answer

‎06-24-2022 06:55

In response to Guy_

‎06-24-2022 06:55

Thanks for the advice, I already cleaned the contacts on watch and charger, swapped AC/USB blocks.

I did call the tech support back. It didn't even occur to them it might be the cable and not the watch. They are sending my a whole new watch now. The cables are on back order until mid next month.

 

Still disappointed, but progress towards.

 

 

Best Answer

‎06-24-2022 15:18

‎06-24-2022 15:18

FWIW, I have had two charging cords for my Sense fail.  One of the charging pins doesn't stick out far enough to make contact (same pin on both charging cords!).  Both worked initially, but the first one (came with my new Sense) failed after about two months, the second one (a replacement from Fitbit) in about three weeks.  The pins are spring loaded, but the one gets stuck in the body of the charging pad.  When I contacted Fitbit, they said they were out of stock.  I asked if that told them anything, they said they would look into it.  They had me order a new charger from an authorized dealer (Amazon, in this case) and they said they would reimburse me.  We shall see.

Best Answer