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? 

[Lazywalker]

I think my mistake was telling them I’d bought a new charger and saying I expected to be recompensed



Sent from my iPhone

[LizzyFitbit]

Hi @Pritchd, @Lazywalker and @BrianRKelley70. It's good to see you here again.

@Pritchd, thanks for keeping me posted and I'm glad that you received help from the Support team. I hope to see you back on track soon!

@Lazywalker, thanks for sharing your thoughts about this situation. Please note that Fitbit provides refunds to any order purchased from the Fitbit store that is within 45 days as described here. Because you have a case created, my best recommendation is to reply back to them so they can look into your case and provide you with more information.

See you around.

[Lazywalker]

Hi Lizzy

Thanks your response. Would the refund also apply to stuff bought from Amazon? I needed the charger quickly so I ordered from Amazon so it would arrive next day



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[SunsetRunner]

Hi Lizzy, 

Can you sticky my suggestion. I would wager most users would rather spend £6 on a two replacement chargers than wait for over 2 weeks for a resolution from Fitbit. This is a key period for most people in terms of fitness and so long periods without their device can derail them.

Helps those still waiting 

[Kanix]

I am facing the same issue, my fitbit stopped charging two days ago. It hasn't been a smooth ride with sense so far, initially it was screen wake-up issue then my fitbit would get discharged within 2 days and now it's not charging at all. I have submitted a case but haven't received any reply yet. Please advise.

[BFD]

I'm having the same issue as everyone else.  My Sense is less than a month old, and now it won't charge.  I have reset the device.  If I fiddle with it I briefly get a "slowly charging message" or briefly see that for a split second it is attempting to charge.  I have also tried charging in multiple outlets multiple ways.

[SunsetRunner]

@BFD @Kanix

This is an issue with the official charging cable. Lots of us have had our Fitbit charge again with a 3rd party cable...... Link below.

https://www.amazon.co.uk/dp/B08KXWMP1B/ref=cm_sw_r_cp_awdb_imm_t1_ZiZ2FbXQ58HTZ?psc=1

I have asked the moderators to sticky my response highlighting this option. Still chase a resolution via Fitbit but this will at least help quicker. 

[Robster]

I'm not sure that's the case for all of us. Mine stopped charging using any adaptor, the included one and a 3rd party I purchased myself.  I had to have the whole device replaced. In fact, after replacing the device, the 3rd party charger (that wasn't working on my old one) worked fine on the replacement.  I've heard of others having the same issue, or having a 3rd party charger temporarily fix the issue then stop working as well.  Seems to be a bigger issue with this new charging system in general. The frustrating part is the lack of response from fitbit support and the incredibly slow turn around on replacements.  

[rawich]

Thank you @LizzyFitbit and Support team for working together and get my issue resolved.
Without Lizzy responding and coordinating, I would have returned the Sense and abandon years of my Fitbit steps. 

• In my case the issue was with the charging cradle.
• After I specifically told support that I manage to get some charging with small modification to the cradle and setting the watch in certain position while charing.  Support team agreed that the issue was with the charging cradle and ordered a replacement charger for me.
• I ordered 3rd-party chargers anyway, because they would arrive sooner and I feel better having more chargers.
• My one observation is that, 3rd-party chargers have the 4 poles which are taller than Fitbit's original.
• I received the replacement charge from Fitbit after about 2 weeks of first contacting Support team.
• The replacement charger, came in a retail package, looks exactly the same as the defective one (shorter poles than 3rd party ones), but it works.

[LizzyFitbit]

Hi everyone. Thanks for your continued participation in the forums.

@Lazywalker, @SunsetRunner, @Robster and @rawich, thanks for taking the time to share your feedback about this issue and the experience with our Support team. I understand where you're coming from and I'm sorry for the difficulties that you've had with your Sense. Our team is always working on our products and the feedback we receive from our members is always taken into consideration to improve them, so be sure that your comments won't be the exception.

By the way, if you find a post helpful enough to your inquiries, please mark it as the best answer as this will help other members experiencing similar issues. You can also reply back to any member and share the suggestions that work for you, I'm sure they'll appreciate it. 

@Kanix, thanks for the information provided and for opening a case with our team. I've contacted them on your behalf and I was told that your case is under review and you'll receive an email with more details shortly. While their reply might be delayed due to the current events affecting our operations, be sure that your case is in good hands.

@BFD, I appreciate your efforts while troubleshooting your Sense. Because is still not working correctly, I've requested a case so our Support team can look into your watch's behavior and provide you with further assistance. They'll get in touch with you via email.

[Catgal68]

Hello LizzyFitbit. My sense is having this issue too. I have had the device for a few months and just started 2 nights ago. I have cleaned the contacts and no luck. Can you help?  

[Lazywalker]

Get a new charger.

This seems to work for most people. It definitely did for me


Sent from my iPhone

[LizzyFitbit]

Hi @Catgal68, welcome on board. @Lazywalker. It's good to see you again and thanks for your help!

@Catgal68, thanks for the steps tried prior to posting. Just to confirm, do you feel a vibration when pressing the button? While you've cleaned the contacts, please try using a different USB port or a UL-certified wall charger and restart your Sense to refresh its performance. Leave it charging for around 2 hours making sure there is a proper connection between your watch and the charging cable.

I look forward to your response.

[Debbie2021]

Hi. I am experiencing the same problem. The sense will not wake and is dead with no vibration when the button is pressed. No lights on the back either. I have tried to restart but no response.  The charger I am using works fine as we have 2 watches the same and the other is working fine. Very disappointed with this Item as it is a Xmas present. 
Thanks

[Catgal68]

Hello. I bought a charger from Amazon and it worked just fine. I know
that's not a great solution for a brand new item, but it may be worth a
try.

[Debbie2021]

Thank you

Sent from my iPad

[Catgal68]

Thank you. I ordered a charger from Amazon and it works just fine.

Thanks for the reply. I bought a charger from Amazon that works fine. I
think the issue is the length of the contact pins. Fitbit should consider
upgrading the charger and sending replacements to your customers. Just my
two cents.

Moderator edit: merged reply

[LizzyFitbit]

Hi @Debbie2021, welcome to the Community Forums. @Catgal68, it's good to see you again.

@Debbie2021, thanks for the troubleshooting steps tried prior to posting. I understand how you're feeling about this situation experienced with your Sense. Because this shouldn't be happening I've requested a case on your behalf so our Support team can provide you with further assistance. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

@Catgal68, thanks for your suggestions! I'm sure other members will find your posts very helpful.

[Glorydolphin830]

My Sense quit charging as well.  And I followed all of the suggestions in this post.  Thank you for all of the suggestions.  However nothing worked, so I started a chat about it not charging.  I did receive an email about mailing back my Sense to receive a replacement.  I followed all of the steps sent with my first email.  Using the tracking number that I provided as part of the follow up steps I know it was received 12/22.  I was suppose to receive an email once it was received and then within 5 days I would be shipped a replacement.  This of course occurred right before the holidays and I am hoping that is why I have not heard anything since I mailed back my Sense.  I've never had issues in the past when I have had to contact the Support Team, but I really miss my Sense and am frustrated that I have not heard anything.  

[Debbie2021]

Thanks for your reply. I have taken my sense straight back to the retailer who exchanged it with no question. A quicker option than contacting customer services. Let’s hope the new one is better.

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