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? 

[KenDavids]

I was finally able to reach a representative who had me ship the watch face and charge cable back for inspection. They emailed me a return prepaid label and I sent it last Monday. 

My return label stated that I would receive communication in 10 business days after the date the package is received. 

Oddly, from reviewing these forums and online reviews with many people reporting the same issues, the representative told me there is no problem with this being reported on the Sense watch and my issue appeared to be a one-off. 

I purchased my watch on April 3rd and it died within a week since it cannot be charged. So, now on May 13th I am still $318 in the hole and waiting for a response. I am extremely disappointed in the total lack of customer service that Fitbit is providing. 

[LizzyFitbit]

Hi @slconline15 and @KenDavids. It's good to see you again.

@slconline15 Thanks for taking the time to troubleshoot your Sense. I'm sorry your watch is still not working correctly and my best suggestion is to get in touch with our Support team and share every step tried. That way, they'll be able to evaluate your options and bring you back on track. Click here to get connected with them via chat or phone.

@KenDavids Thanks for keeping me posted and I'm glad you're receiving assistance from our team. I also appreciate your feedback in regards to the information received from them. Your comments won't be taken for granted and Fitbit will continue working to improve your experience with our products and services. Please follow up with your email case should you have any further questions.

[Garfield_Magic]

I have the same issue, right out of the box, 0% it buzzes, when I disconnect the charger, it shuts off.

Not happy at all. 

Present for my GF, wasn't a cheap watch.

Then won't work, then they tell you to clean it?????

It connects, otherwise it wouldn't turn on, because it turns off when disconnected. 

Whats next please?

[Lazywalker]

Fitbit support will spend a week getting you to restart and reset the Fitbit and trying to charge it from different plugs and sockets; connecting to various USB ports on computers etc.

Eventually they’ll ‘discover’ it’s the charger and send you a new one. The pins are very flimsy and you’ll probably find one of them is loose or even broken. 

Just get a new charger.  Expect to have to replace it 2 or 3 times a year from now on. Try and have a spare one on hand for when the current one breaks. There are some cheap one on Amazon which seem to last better than Fitbit’s replacements 

welcome to the world of Fitbit sense. 

[Garfield_Magic]

Thanks for the response, I just called Amazon and they are sending me a new one, OMG I hope it's not a mistake,  we'll see, I have my trigger finger ready for a refund if it doesn't work out.

[SunsetRunner]

I'm on my second charger and the dreaded slow charging message appeared albeit momentarily. First charger I had, one of the pins did not protrude as much as the other three. My latest charger appears to be physically intact, meaning those spring-loaded pins protrude equally amongst the other pins. 

I'm not to keen on continuously purchasing a charging cable to charge the Sense. 

Just a matter of time...

Too bad, really liked the Sense when I got it last year. Now, performance of the watch appears to be sub-par. Fitbit's responses does nothing to ease frustrated users. 

[LizzyFitbit]

Hi @Garfield_Magic. Welcome on board. @Lazywalker and @SunsetRunner Thanks for stopping by.

@Garfield_Magic Thanks for joining this thread and for the details provided and I'm sorry you've gone through this situation. I'm glad you've received options from Amazon and if by any chance the issue persists with the new one, I'd recommend getting in touch with our Support team so they can see what can be done for you. Click here to get connected with them, and make sure to share all the steps tried so far.

@Lazywalker and @SunsetRunner I appreciate the time taken to share your thoughts about the Sense, and for every step tried. I understand where you're coming from since this isn't the experience that we'd like you to have. Every feedback shared in the forums is always taken into consideration by our team to improve the overall Fitbit experience with our products, and your comment's won't be the exception as they'll help us to evaluate and work on our services.

[Yanyane]

Sense is my third fitbit watch and feeling so frustrated that all my watches are dead due to the charger, and each one with a new type of charger. I'll give up and move to use other brand 😡

[LizzyFitbit]

@Yanyane Welcome on board.

Thanks for taking the time to share your feedback and I'm sorry for the difficulties you've had with your Sense. I understand where you're coming from about this situation and if you haven't done so, let me recommend getting in touch with our Support team so they can evaluate the best options for you. Please click here to get connected with them via chat or phone. Our team constantly works to improve the experience with our devices and services, and the input we received from our members is a big part of the process.

[Emelle1]

Did anyone ever get a solution to their Sense not charging?  I have had a replacement sent to me, but it won't charge, so now waiting to see what warranty options I have.  wondering what to do?  Maybe order a replacement charger from Amazon?  After all this waiting to get the replacement, then they don't replace the charge cord, so now waiting again, maybe time to try a different product.  Any suggestions?

[LizzyFitbit]

Hi @Emelle1. Welcome to the forums.

Thanks for the details provided, as well for contacting our Support team. I'm sorry you're having this experience with your replacement Sense, your feedback is truly appreciated and won't go unnoticed as it'll help us to improve our products, as well as our services. Because you already have a case open, I've forwarded your post to our team so they can get in touch with you soon. I'm sure they'll continue helping you with this matter, please keep an open communication with them.

[Tkrum5]

I too have the not charging issue and am down to 17%. I get the slow charging issue and have tried multiply iPhone charger blocks and outlet locations and still get the slow charging message. I cannot even reset mine now by holding the button for 10 seconds. I have not purchased a new cable yet, but am heading out to do that now. Please advise

[Emelle1]

I have now sent my original Sense, my original charge cable qsnd my replacement sense all of which would not charge, waiting for replacements 

[Tkrum5]

Just got home with a new charger cable, was hard to find in my area. Plugged it in and it's charging now. Took a good look at the old charging cable and see one of the pins is pushed into the base of the cable.

[pamwhitti]

This is the problem I had also. I thought it was just worn down. Didn't realize it might be pushed in.  My charger was 1 year old.  Got a new one and it is charging now.

[LizzyFitbit]

@Tkrum5 and @pamwhitti Welcome on board. @Emelle1 It's good to see you again.

@Tkrum5 and @pamwhitti Thanks for your efforts and for trying with a new charging cable. While it's great that your Sense started working correctly, I'm sorry you had this experience and please know your feedback won't be taken for granted. If by any chance you have a similar issue with your charging cable, get in touch with our Support team so they can provide you with further assistance.

@Emelle1 Thanks for keeping me posted. I'm glad the replacement process has been started for you and I'm sure our team will continue helping you, so please keep the communication with them.

[palm-pilot]

You're not alone. It's a design fault (I don't know if it's intentionally or not)

[LizzyFitbit]

Hi there, @palm-pilot.

I'm sorry for the inconvenience that you've had with your Sense. Every comment shared in the forums helps us to work on our devices and improve their performance, as well as the experience with them. Your feedback is truly appreciated and please know it won't be taken for granted.

If by any chance you continue having issues with your Sense not charging, I'd recommend contacting our Support team so they can help you out. You can get connected with them via chat or phone by clicking here.

[Gwinney]

I was having the same problem with my charger.  It appears that the pins on the charger are spring loaded, and one of my pins was depressed into the charger, so it wasn’t making contact.  I contacted support and at their request sent a picture in of the charger with a case number they assigned.  They are sending me a new charge cable free of charge. Hope this helps some of you.

[palm-pilot]

Thanks for your info. I was kinda lucky the charging cable was not charging in warranty and before I got on the plane to England because I wasn't sure I could exchange it here in London: given that the proof of purchase was issued in another country. Now I just finger crossed and hope the charging cable works for another year.