Fitbit Sense Charging Issue

[Lily007]

I have had my Sense for 3 months and for the six weeks or so it has been having trouble charging. It keeps going in and out of charging - repeatedly vibrating when it starts and stops and gaining charge incredibly slowly. Sometimes it won't charge at all unless I squeeze the charger to the back of the Sense. I have cleaned the pins on the charger and the back of the Sense but it doesn't make a lot of difference. On the rare occasions it does charge I get a "charging slowly" message. It doesn't matter where I plug my Sense in to charge, I still have these issues.

I live chatted with support yesterday and was told it's a known issue with the Sense and there will be a software update out at some point to address this, but they didn't know when. My question is - how can this be a software issue? Sounds like a hardware issue to me?

[hutchylisa81]

I’m having the same problem even bought a nee charger and I’m stuck on 64% since last night and keep getting the Fitbit logo 

[Guy_ · Accepted solution]

@Lily007If the contacts are clean, check the 4 pins on the charger, that they are equally prominent, there have been many cases of this and in all probability you are right it is a hardware issue and you may need to get a new charge cable under warranty.

@hutchylisa81  Your problem does not seem to be the same. Your contacts may need cleaning if it fails to charge. Have you done a shutdown of the watch?

The appearance of the logo may mean something completely different [like a fault with the current clock face or you did a factory reset and the watch needs installing as you did the first time] and probably best to contact Fitbit Support directly. They may be able to help you

[Lily007]

You're right - one of the pins on the charger is almost flat with the base. Thanks! I'll get in touch and ask for another one to be sent. 

[hutchylisa81]

I’ve noticed the prongs on the charger one is totally inside on the left side same happened with my other charger 

[Casual-User]

It is not a software issue, it is a hardware issue involving the pogo pins on the (incredibly short) adapter cable.  Magnet or not, they do not make reliable or repeatable contact.  I am an electrical engineer and put a USB tester between my 20W power block and the charging cable.  When things work (<10% of the time), Sense draws 0.33A and charges fully in about an hour.  It’s rare to get that rate.  You have to make and break the “connection” repeatedly, and/or wiggle it to get it to “fast cgarge.”  Typically, you get the slow charge banner and it’s drawing <0.25A.  My power block provides up to 4A and charges everything else just fine.  Here’s the real irony… If the stars align and you get a good connection, but your Sense gets a notification and vibrates, it breaks the connection and goes to slow charge.  So, the $0.15 part is undermining your $300 device.