Brandnew Fitbit Sense won’t charge at all

[Roel_kokonut]

today i received my fitbit sense. Unfortunately the charger does not work. I have tried the charger on multiple usb chargers but none works (PC, iphone charger, ipad charger, “family charger”). If I put the USB cable from the Fitbit Sense into my family charger (4x USB outputs), the other USB outputs also fail (with or without a connected Fitbit). It seems the fitbit charging cable causes the family charger to malfunction. I suspect the problem is with the included fitbit charging cable. The Fitbit Sense seems to be working ok.

[cathm]

Hi @Roel_kokonut 

I am so sorry you are have difficulties charging your Sense. This is what I could find for a new device (this was found in the following link Why isn't my Fitbit device's battery charging?😞

Your device's battery won't charge after you remove it from the box.

Confirm that you removed the plastic protective cover from the back of the device.

Assuming the plastic covering was not the issue, I would suggest contacting support.  The support contact information can be located at the bottom of the link provided above,

[Roel_kokonut]

Hi Cathm,

Thank you for your answer. The plastic cover wasn’t the issue. I already tried to contact fitbit support. The Live Chat isn’t working and fitbit is no longer offering support by e-mail. Fitbit Customer Support suggest the following:

• Go to our Help Site for answers to common questions
• Visit our community forum for suggestions from other customers
• Use this online claim form to replace your in-warranty wristband

The help site can’t solve my problem and I neither want to replace my wristband. The third and last option was to visit the community forum.

It isn’t easy to contact Fitbit......

Replacing the charging cable would, in my opinion, likely solve the problem. And if it doesn’t I can still replace my Fitbit Sense.

[Roel_kokonut]

I managed to contact the Fitbit Costumer Live Chat. They will send a new charging cable. Hopefully that will fix the problem.

[Roel_kokonut]

The new cable fixed the problem. Happy with my fitbit Sense now!

[cathm]

That is great news @Roel_kokonut!!!