FitBit Dead

[LynzT1982]

My Fitbit Sense is dead!! Black screen does absolutely nothing. Tried charging and it won't charge. I've cleaned the pins and the back of the watch pit back on charge for over 2 hours nothing. I've tried a re-set too, my sense doesn't vibrate and the FitBit logo doesn't come on at all. Does anyone know how to contact UK customer support? Live  chat isn't working properly and I'm not in America to call the helpline number. I only bought it in August.

[eezeepee]

@LynzT1982 Welcome to the Fitbit community.

It does seem like a charger issue. Leaving it on for 2 hours isn't going to work if it's not initially getting charged with a good connection. Even when dead or off, if you have good contact, the screen will turn on. I've been lucky and have a pretty good charger. Once in a while it'll be very slow or not have a connection. I just take it off and pop it back on a couple times until I see the charging screen or the battery with the lightning :high_voltage:. Someone has even said they put a clip on it for pressure. I haven't gone that far but I just push down on it to see if that helps.

[Guy_]

Hi @LynzT1982  as @eezeepee  says it's most likely a flat battery because it's not charging.

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

[JJB3]

I have a similar issue.  The first issue I noticed was the the screen would sometimes flash off and on, and now I just have a black screen.  When I hold the button down, I sometimes feel a short vibration.  I left it on the charger overnight.  The charge level in the app did change from 49% to 97%, so it does appear that it is communicating via Bluetooth.  Steps are not updating.  The charger works (verified with my wife’s Fitbit).

[Guy_]

Hi @LynzT1982  -  yours is a different issue, most likely a faulty screen, if when you double tap it and scroll in any direction you get nothing.

Probably best to contact Fitbit Support directly. They may be able to help you with a deeper process .

Also reachable via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

If it is still under warranty, 1 or 2 years depending on country law, and found faulty it may be better to take it to the shop for a new replacement, rather than accepting a refurbished replacement from Fitbit and dealing with sometimes drawn out return and shipping issues that may occur.