Fitbit Sense not charging

[SJImrie]

Brand new out of the box and I can’t get my Fitbit Sense to charge at all.

I’ve tried connecting it to a USB port on my laptop and to a UBS plug socket, and neither are working. 

I was advised to gently wipe the back of the watch and the pins on the charger, but again no joy. 

Does anyone have any suggestions? 

[SunsetRunner]

Has the charger attached itself properly to the base of your Sense?

[SJImrie]

Yes, it’s clicks in to the back of the watch and sometimes (but not every time) the watch with vibrate and the screen will wake. But it doesn’t charge. 

[AlvaroFitbit]

@SJImrie It's great to have you here! 

Let me help you with your Fitbit Sense not working but I would like more information about this issue and thank you for taking the time to clean the device. Besides checking the contacts as @SunsetRunner suggested (which is something that could actually affect the charging of the device) do you feel any vibrations when you press the button. Do you see the lights in the back? Have you perceived any response from the device? Since I don't know much about any of these factors I would like that you try restarting your device by doing the following:

Press and hold the button for 10 seconds until you see the Fitbit logo on the screen, and then release the button.

I look forward to your reply.

[SJImrie]

Hi! And thanks! 

The Sense is on and had 60% power when I unboxed it, but I’ve been unable to get it to charge. It’s on and fully functional now, but neither a reset nor cleaning the contacts have helped the charging issue. 

[LauraKath]

I’m having the same issue, it won’t charge and I am getting a “slowly charging” message, which suggests I try a different outlet. I’ve tried several different plug sockets and plugs but am getting the same message each time.

[SunsetRunner]

I had the 'slowly charging' message when I put my Sense on charge when it was plugged directly into a USB socket.  When I switched it to a mains adaptor the message went away and charged faster.  If you have a spare phone charger plug lying around (18w for example) try that.

[AlvaroFitbit]

@LauraKath It's nice to have you on board!

@SJImrie thank you for the reply. Since the issue persists and your device is working I suggest you let our Support team knwo about this. I noticed that you already have a ticket with them so keep working with the team to find a solution.

@LauraKath I have created a ticket so Support can further assist you via email.

Keep me posted.

[LauraKath]

Thanks - I’ve tried several different configurations but none have worked.

Will see what Fitbit advises 🙂

[SJImrie]

Thanks! I’ve tried an Apple charger plug and an android one too, and no luck. 

Hopefully the Support Team will be in touch soon, I’m feeling deflated after looking forward to getting the Sense for so long 😕

[LauraKath]

Hi, my battery is now at 30%, I’m concerned it will run out before I can get this issue resolved. I’ve not had any contact from Fitbit, could anyone please advise? 

[SJImrie]

Mine is slowly running out too...I’m on 39% now, but I’m also concerned it’ll go completely flat before it’s resolved. 

I haven’t heard anything back from the Fitbit Support Team yet, but I’ll let you know if/when I do. 

[NRalvin]

I’ve had the same problem. I’ve tried everything and nothings changed.

[SJImrie]

Still no update from Fitbit Support, starting to feel really disheartened and let down. 

[LauraKath]

Yes, it’s disappointing. I’m hoping it’s due to the weekend and we’ll hear back tomorrow.

On 15% now 

Moderator edit: merged reply

[BecD001]

The sense is down to 20% charge and will not Charge at all. I have wiped the contacts and made sure that connected correctly. 
Also it has frozen on one screen and cannot get back to home screen, it also won’t connect to device.

i have tried hard reset but that is not working either.

thank you 

[LauraKath]

14%...I feel like doing a countdown until we get a response from Fitbit 🤣😭

You’re not the only one...my screen stuck briefly this morning but is fine now. 

See link below for not charging discussion:

https://community.fitbit.com/t5/Sense/Fitbit-Sense-not-charging/m-p/4502499#M1904

Has anyone had any feedback? I was chatting to an associate and managed to get cut off 

Moderator edit: merged replies

[SJImrie]

Nope. I’ve tried emailing with my reference number from Friday but I haven’t heard anything back at all. Tempted just to give up and return it as faulty, really quite frustrated/upset by the whole thing now

[LizzyFitbit]

Hi everyone. It's good to see you here in the forums.

Thanks for sharing more details about your Sense and the steps tried on your own. I'm sorry for the delayed response and let me continue helping you with this matter. By the way, I've moved some of your posts to this new thread so we can keep our forums organized.

@LauraKath, @SJImrie and @NRalvin, because you already have a case created, I've contacted our Support team and forwarded your posts so they can further investigate and continue working with you on this matter. While it might be delayed due to the current events affecting our operations, be sure that they'll get in touch with you soon.

@BecD001, thanks for sharing that your Sense isn't charging correctly. I was checking your details and I noticed that you've contacted our team and they were providing you with assistance via phone. If you continue having the same issues, please let me know so I can forward your post to them.

I'll be around if you have another question.

[Emmsem]

I have the same issue and had contacted the Support team but have not heard
back. #veryFrustrating