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? 

[SJImrie]

I contacted Fitbit Support by telephone this morning, and they are now arranging a return and replacement 🙌 So hopefully this will all be resolved within the next week. 

[LauraKath]

Am now at 1% and no resolution in sight ☹️

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The Fitbit battery died about 09:30 this morning

[steveojp]

I would just return it honestly and get another one. I bought mine from Amazon and it arrives on Friday but the moment I notice something not working I'm returning it. 

[NRalvin]

This is really disappointing. I think I'm just going to return it.  

[LauraKath]

Hi, I’ve contacted the helpline and have agreed to send the Fitbit back to get a replacement. I have not received my return label yet. Could any of the moderators advise please?

Moderator Edit: Personal info removed

[wookietim]

I'm kinda nonplussed on why Fitbit (And everyone else lately, this isn't just fitbit doing this) seems to hate giving us a plug for the USB cord. I get that we all probably have one or two (or 10) hanging around the house at this point but it still seems like a way to slightly cheap out on the unboxing process.

[SJImrie]

Mine took about three hours to come through. Make sure you send the device only and box it up safely!

[LauraKath]

It was yesterday I spoke to them 🤣

[LizzyFitbit]

Hi everyone. Thanks for your continued reports and participation.

@Emmsem, @LauraKath and @NRalvin, thanks for sharing that you've not received a response from the Support team. I apologize for the delay and I've forwarded your comments so they can look into this and get back to you soon. Please keep an eye on your inbox and keep me posted with the outcome.

@SJImrie, thanks for the update and I'm glad you've been offered with a replacement. Please follow their instructions and if you need anything else, just let me know.

@steveojp, thanks for your suggestion. I'm glad that you're about to receive your Fitbit Sense and if by any chance you need help to get started with it, don't hesitate to let me know.

@wookietim, thanks for sharing your feedback about our Fitbit products. I understand where you're coming from about having a plug included in your Fitbit device box and my recommendation is to post this idea in the Feature Suggestions board so our team can take it into consideration.

[LauraKath]

Hi, 

If I could receive the return labels by today, that would be great. I will need to go to the post office during the weekend as I work full time during the week.

Failing that, I will contact the retailer I bought it from to return the device for a refund, and buy another non-Fitbit product.

Thank you,

Laura K.

[LizzyFitbit]

Hi @LauraKath.

Thanks for getting back and keeping me updated about your case. I totally understand how you're feeling about this situation and I'm sorry for the delay in getting the return label for your Sense. I've forwarded your posts to them so you can keep reviving help and it seems they've got in touch with you via email. Please make sure to check your inbox, spam and junk folders. If by any chance their email isn't found, please let me know so I can request them to resend that email to you.

[Unvm]

Finally got mine today from Amazon after pre ordering on Sept 14. It will not charge.. looks like I will be returning it and after waiting a month and $350. I will not be getting another. 😭

[LauraKath]

Hi,

I have received my replacement sense, and am the process of setting it up.

It is attached to the charger, and once again, it is not charging. Please note, I was only

sent the watch face and not a new charger. 

Seriously, why is this so difficult to fix? I’ve tried two different chargers, but that’s irrelevant, it connects to a big-standard USB port, not a nuclear power source or anything fancy. Please fix this, I have ran out of patience.

[LauraKath]

I am getting the “slowly charging” message again 

[LizzyFitbit]

Hi @Unvm, welcome to the Community Forums. @LauraKath, I'm glad to see you here again.

@Unvm, thanks for joining this thread and sharing that your Sense won't charge. Even though it's a new watch, may I know if you've tried the troubleshooting tips from this help article? Please confirm that information so I can request a case on your behalf. Look forward to your reply.

@LauraKath, thanks for keeping me posted about your replacement. I see where you're coming from and I apologize for the experience that you've had with your new watch. Because this shouldn't happen, I've got in touch with the Support team so they can look into your details and provide you with assistance. Your feedback is appreciated and be sure it won't be taken for granted.

[NRalvin]

if there's anyone from australia, with the same issues email service@store-au.fitbit.com for a return. 

[LizzyFitbit]

Hi @NRalvin. It's good to see here again.

Thanks for your sharing the contact information of our Australian Support team. Your post is very helpful and I'm sure other members located in Australia will be able to receive assistance with the Fitbit devices. If you need anything else from me, just let me know.

[SJImrie]

So, I haven't updated on my charging issue for a few weeks now... but this is how things have gone - 

• Received my Fitbit Sense on Sept 25th through a third party supplier. It didn't charge on arrival, I tried absolutely everything and nothing would work.
• Contacted Fitbit Support on Sept 25th via the chat function and was told someone would be in touch. Noone responded, until the 29th (after I had already spoken to someone directly on the telephone).
• Contacted the third party supplier on Sept 29th to return the Fitbit Sense, and they advised me to contact Fitbit Support via telephone and gave me a direct number. 
• Contacted Fitbit Support on Sept 29th via telephone, explained that the product wouldn't charge but unsure if it was the Fitbit itself or the charging cable. The call handler arranged for a return label and a replacement Fitbit Sense... just the Sense itself, not the charging cable (within 10 business days from drop off). 
• Email from Fitbit Support on Oct 8th confirming receipt of my Fitbit Sense and a replacement would be shipped out, arriving within 5 business days. 
• Replacement Fitbit Sense arrived on Oct 12th... and guess what, it won't charge.
• Contacted Fitbit Support on Oct 12th via telephone (using direct number used previously), and the call handler has arranged for a replacement charging cable to be sent out (within 2 business days). 
• So now I'm just waiting for the replacement charging cable to be delivered... hoping that it's just a faulty cable.

All in all, I've personally not had the best experience. I appreciate in the current pandemic situations that face-to-face support isn't really possible, but I've had a working Fitbit for all of four days since receiving it on September 25th, and that was only because it arrived with 60% battery life. The replacement I received yesterday has 50% battery life, which I'm hoping will last until the replacement charging cable arrives. 

Paying £300 for a product that, three weeks down the line, still isn't working 100% as it should be isn't great though, is it....? 🤔

[LizzyFitbit]

Hi @SJImrie. Welcome back to the forums.

Thanks for taking the time to share detailed information about your experience with the Sense and our Support team. I understand where you're coming from about your new watch not working from the start and I'm sorry you've gone through this situation. Every feedback helps us to work on our products, and yours won't be the exception as we strive to enhance the experience with the Sense. Please wait until you receive your replacement charging cable and if by any chance you have questions about your replacement order, my best advice is to keep an open communication with them as I'm sure that they'll be happy to continue assisting you the same way I will be if you need anything else.

[SergioFeder]

I also have the same problem with a brand new Fitbit Sense. Received it this Sunday October 11, 2020. It is not charging. I contacted Fitbit and their solution was to send me a different cable. I received the cable and the device is still not charging. I have connected to the usb port in my PC, to different electrical plugs to no solution. My device keeps saying 0% charge in red  inside a red rectangle. I have been a Fitbit Blaze user for many years, I pay for the Fitbit Premium account and I am not receiving a solution for a product which I paid more than $300. I am looking for a solution, but patience is running out.