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]

It depends whether you bought your Fitbit direct from Fitbit and also how quickly you want it.

If you bought from Fitbit they will send you a new one but that takes time.

I just ordered a new one from amazon and it arrived next day. I bought the Fitbit from Amazon so I contacted Amazon and they refunded the cost of the charger



Sent from my iPhone

[txgaryl]

I also bought mine from Amazon but called Fitbit support with the problem.
They logged the case and they sent me the new charger cable. It took
around 3-5 days for it to arrive. Thanks.

[LizzyFitbit]

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

@supriyarai6, thanks for joining this thread. If you've tried the suggestions described in this help article, I'd suggest you to get in touch with our Support team so they can evaluate your details and help you with this matter. Click here to get connected with them via chat or phone.

@Bisbad, I'm sorry for the delay in their response. This isn't the type of experience that we want you to have and I've got in touch with them so they can review your case and get in touch with you soon. Your feedback is appreciated and hasn't gone unnoticed. 

@txgaryl, that's great news! I'm glad the new charging cable worked for your Sense and thanks for sharing your insights about your experience with the replacement process.

[Zsarang]

Have followed this with interest.

Charging issues seem to be very common with Fitbit no matter the model. I know two others with fitbit whose watches eventually stopped charging no matter what they tried and had to replace. Its now happen to me and from their experience it seems calling support is pointless and not helpful at all.

There are some really nice thing that I love about Fitbit, unfortunately the hardware is just not up to it.

[LizzyFitbit]

Hi @Zsarang, welcome to the forums.

Thanks for taking the time to share your feedback and I'm sorry for the inconvenience experienced with your Sense. I see where you're coming from about this situation and if you've tried the suggestions described in this help article, my best suggestion is to get in touch with our Support team so they can evaluate you watch's behavior and the options available for you. Please click here to get connected with them via chat or phone, and keep an open communication with them.

Have a good day.

[Bisbad]

I finally got a replacement.

Kind regards,
Biba
Sent from my iPad

[LizzyFitbit]

Hi @Bisbad, I hope you're doing well.

I'm glad that you've received your Sense and thanks for keeping me posted. Please see this help article for further instructions on how to set up your replacement in your existent account. I hope you continue crushing your steps and if you have time, check out our Health & Wellness board where you can make new friends, create topics and find encouragement from other members.

[LauraKath]

Hi,

Having had numerous problems with the “slowly charging” message using the chargers provided by Fitbit, I bought one from Amazon.

Replacement Charger

It works really well and charges the Fitbit in a couple of hours, I don’t know if it’s due to the angle it sits at, meaning the contacts at the back of the Fitbit are always connected the charger...anyway, it works. 

Hope this helps, 

Laura 

[Bisbad]

Hello,

Thanks for the advise. I did get the exact one as soon as I got the
replacement. More preferable to the original charger.

[LizzyFitbit]

Hi @LauraKath and @Bisbad It's always great to see you participating in the Community Forums.

Thanks for taking the time to share your thoughts about the Sense charging cable, I'm sorry for the difficulties that you've experienced. Please know that every feedback shared in the forums never goes unnoticed as it help us to evaluate our procedures and improve our products. I also appreciate your suggestions and I'm sure your posts will help other members experiencing similar issues.

[bpearl07]

5 months in and my wife's Fitbit sense won't charge as well.  Tried all of the suggested cleaning and new charging cables but still not good.  I called Fitbit support and they were rude.  I have had 4 Fitbits and this is by far the worst.  Customer service has never treated me this way in the past.  I was willing to overlook the problems with other versions due to good customer service in the past but they have really out done themselves this time.  This is the last Fitbit I will ever buy and you should all consider doing the same thing until this company gets itself together.

[Robster]

Unfortunately, I'm right there with you. I've been a fitbit user from the
start and finally spent the money for the high end one only to have the
worst experience of my life with them. Terrible support, horrible contact
and follow up and it took 30 days to get a replacement under warranty for a
known issue on a new device.

In such a competitive market I'm shocked by how little Fitbit seems to care
about their customers now. Even this forum, while helpful, is recommending
users to buy third party chargers, often using people referral links, that
just doesn't seem right to me. Very disappointed.

[KenDavids]

I have unfortunately had the same issues as you. I have used Fitbit products since 2012 and am a paid Premium user but will be canceling all my Fitbit products after this debacle with the Fitbit Sense. 

New out of the box, I have not been able to get my Sense to charge with the supplied cable on any outlet, charger, or computer USB. For $299 I would have expected more, like a working device. 

Customer service is totally non-existent. I have tried chat and calling but both report long hold times and despite holding for hours you eventually get cut off or disconnected. All support processes recommend using the forums but after reading this seems to be a recurrent product issue that people post about for months on end with no solution or resolution. 

To say I am disappointed with the customer service and product would be a complete understatement! I will be returning this non-working garbage to a store and looking at new products such as the Apple Watch or maybe Garmin. I hate that since I really liked Fitbit, but apparently it was a one-sided relationship based upon my customer experience. 

[MonsterABQ]

Keep trying. I finally found that to wiping the back of the sense real good and putting the charger on it with the sense as kind of an arch above it. Imagine it... and you're right it's ridiculous.


Sent from Xfinity Connect Application

[LizzyFitbit]

Hi everyone. It's good to see you participating in the Community Forums.

Thanks for taking the time to share your thoughts about the replacement process and your interaction with the Support team. I apologize for the experience that you've gone through. Every feedback shared in the forums never goes unnoticed as it help us to evaluate our procedures and improve our services. Your comments won't be the exception and be sure that they will be passed along.

@bpearl07 and @Robster Because you already have a case created, I'd suggest you to keep an open communication with our team so they can review your details and provide you with more details about their resolution. Rest assured every case is handled personally based on the Fitbit Warranty Policy.

@MonsterABQ Thanks for trying to contact our team via chat and phone. If you've not done so, could you try using a different browser to chat with our Support team? Please try getting in touch with them one more time so they can work on this situation. If by any chance your chat gets disconnected and you receive an error message, let me know so I can look into this on my end.

[KenDavids]

UPDATE: 04/14/2021

My Fitbit Sense is now completely dead since it cannot be charged. 

I ordered two different replacement chargers from amazon but neither would charge my Fitbit Sense. 

I did get through to a customer service representative yesterday, finally. They told me they would send me a resolution via email and in the following email, they advised me to return the Sense to BestBuy for a replacement. 

Trouble is, Best Buy is out of stock. 

I looked seriously at the Apple Watch S6 but I have an Android phone and do not want to move to the Apple platform. So, it looks like I am out of luck on finding a fitness/smartwatch. This is very sad since the Sense seems to have a lot of great features that I enjoyed for the 5 days my $299 disposable watch worked. But, at $60 a day those features were not worth the money of this disposable watch. 

Maybe Fitbit will come out with a fix for this. But, until then.....

[LizzyFitbit]

Hi @KenDavids. It's nice to see you here in the forums.

Thanks for sharing more details about your interaction with our team, as well for contacting Best Buy. I'm sorry for the inconvenience you've experienced with your Sense. Because you already have a case created, I'd suggest you to reply back to the last email sent by our Support team. That way, they can evaluate your options and continue helping you with this matter to bring you back on track. Your comments are truly appreciated and be sure they won't go unnoticed.

See you around.

[dachsielove]

Same thing has happened to me.  I received my Fitbit Sense as a Christmas present.   It will no longer charge.   I have tried all the recommendations from forums and websites, etc but nothing has corrected the issue.  Please help!

[LizzyFitbit]

Hi @dachsielove. Welcome to the Community Forums.

Thanks for every step tried prior to posting. I'm sorry you're having this experience with your Sense. Just to make sure the correct steps have been exhausted, could you confirm if you've also tried the troubleshooting tips described in this help article? If you have, I'd recommend to get in touch with our Support team so they can evaluate your watch's behavior and continue helping you to bring you back on track. Please click here to get connected with them via chat or phone.

See you around.

[slconline15]

I've had my Sense since release, and mine has started to exhibit these same symptoms as well in the last month. Won't charge about 50% of the time, the rest of the time I get a slow charging message. I've followed all the help steps, I've moved the cord between charging bricks, computers, and USB ports on power strips, nothing. Everything is clean, all steps have been followed. 

It seems to me like this is a device problem, based on the number of people who mention it. It is very frustrating.