Button is not working

[MCrosson]

The button on my Sense completely stopped working two days ago, so I can't turn on the display at all.

It's not a charging issue, as I've seen suggested on other threads related to non-functioning buttons. I can charge to 100% and the display does briefly come on when I first connect to the charger. Steps are being counted just fine and my watch periodically syncs with no problems. It's just a button issue. Haptics-wise, it feels the same as a dead battery. Anyone had this problem before? If so, what's the fix that worked for you?

Thanks,

Mary

[Gr4ndp4]

Hi, @MCrosson welcome to the community, may I suggest you retry the restart procedure, Hold the side button for about 20 seconds, if the screen is on it will go out, after about 20 seconds the logo should appear, release, and after about 35 seconds the clock screen should reappear. Allowing you are confident your device is fully charged (look in the top right corner of the "today" screen in the Fitbit app on your phone) you should talk to "Customer Support" here I recommend you use the chat facility or phone for prompt attention.

I hope this helps but if you are still stuck please post here again.

Cheers

[MCrosson]

I’m definitely charged (see screenshot). I can’t hold down the button to initiate a restart because my entire problem is that the button isn’t working. I’ve tried letting the battery run down to 0 and then recharging, but no joy. I’ll contact customer support as a last resort, but was hoping for someone who’d had the same issue. My experience with Fitbit support is that if you’re still within warranty, they want you to send in the broken watch and two or three months later, you’ll get a replacement. If you’re out of warranty by two minutes, you’re SOL.

[Guy_]

Hi @MCrosson - just on the off chance, have you tried changing the clock face if the watch is on and syncing?

Also have you tried while it's charging, and you can see the battery level increasing in the app, double tap and swipe right?

[MCrosson]

Double-tap will display the screen, so thanks for that hint. Swiping doesn’t do anything, though. If I could just get to the settings, I’d try a factory reset. Changing the screen didn’t seem to do anything. 

[Guy_]

@MCrosson - if double tap wakes the screen try swiping the watch face immediately from the right edge to the left, and see if you can get to settings. 

[Guy_]

@MCrosson - be aware if you can factory reset, it can kill or cure. Make sure to do nothing with the watch for several minutes after clicking on it.

You will then need to set it up again, note which watch faces you have in the app, just in case they disappear.

[MCrosson]

Swiping doesn’t work. No effect at all. 

[Guy_]

@MCrosson- hope you are still under warranty.

In the Fitbit App, click profile photo, Help & support, Contact Customer support and see how they can help.