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? 

[Glorydolphin830]

I purchased it from Fitbit.com so that is not possible.  

[MonsterABQ]

I too am not sure why they didn't include a charger..Now I went thru 4 "chargers" before I found 1 that worked.  A Samsung, a Qualcomm Smart usb and 3.0 usb, a laptop USB port - both of them .

I finally tried it on my regular desktop USB port and while I was reading this thread and deciding to return it, Viola! it is already at 9% wait, now at 18% but it does have the slowly charging message, which is OK if this slow, I don't need fast. 

Good Luck everybody , maybe talk to your spouse about it.  Mine asked me about 7 or 8 questions of what I had tried, I told her and added that I think I just need to be patient and persever.

But I was certainly disgusted after waiting for hours at several stations in the hope that it would start working.... I am so happy now.  I thought it might have been the hot tub.

that makes sense to me - i went thru 4 before I found 1 that worked.

Moderator edit: merged reply

[LizzyFitbit]

Hi @Glorydolphin830 and @MonsterABQ. Welcome to the Community. @Debbie2021, it's good to see you again.

@Glorydolphin830, thanks for taking the time to troubleshoot your Sense and contacting our Support team. I'm sorry that you're going through this experience. I've contacted our Support team on your behalf and apparently an email was already sent to you with further details about your case. Please check your inbox and keep an open communication with them.

@Debbie2021 and @MonsterABQ, thanks for stopping by to share your insights and help. I'm glad you received assistance about the Sense! Our team strives to improve our devices, services and overall environment based on our members feedback, so be sure that your comments won't go unnoticed.

See you around.

[Glorydolphin830]

@LizzyFitbit I saw the email earlier today.  Thank you for responding and letting me know though.

[LizzyFitbit]

Hi @Glorydolphin830. I hope you're doing well.

You're welcome and I'm glad you received the email. Be sure that your case is on good hands! In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you will find great tips and encouragement from other members.

Have a nice day!

[Bisbad]

Hello Lizzy,

I have the same problem with my Sense. I have tried charging using different USB but no luck. It just stopped charging today and I am not sure what next I need to do.

[MonsterABQ]

I went through three different USB sources of charging. And finally the USB on my PC worked. But I didn't think it was working so be patient you know wait at least 30 minutes to see if it's charged at all maybe even longer.it seems that once it's discharged to zero this charging business is much harder.


Sent from Xfinity Connect Application

[LizzyFitbit]

Hi @Bisbad, welcome on board. @MonsterABQ, it's good to see you again and thanks for sharing your insights.

@Bisbad, thanks for every step tried prior to posting. Nice way to start! Just to exhaust all the possible troubleshooting steps and see how your Sense responses, please give a try to the tips described in this help article and let me know how it goes.

Keep me posted.

[Bisbad]

Hello,

Thanks for your response.

I did all that was requested again but still not charging.

[LizzyFitbit]

Hi @Bisbad. It's good to see you again.

You're welcome and thanks to you for trying the suggestions from my post. I went ahead and contacted our Support team about this situation, however it seems you already have a case created with them. I was told that your case is under review and they'll continue helping you via email, so keep an eye on your inbox.

Have a good day.

[Bisbad]

Thank you. Yes, they are trying to get it resolved.

[LizzyFitbit]

Hi @Bisbad. I hope you're doing well.

You're welcome! I'm glad you received help from our team and I hope to see you back on track soon. If you haven't done so, please check out the Health & Wellness board where you can tell your stories, meet more people and find encouragement to reach your fitness goals.

Hope to see you around more often.

[Bisbad]

Hello Liz,

I am really disappointed with the Customer Support service from Fitbit. I
was asked for details for a return label to be sent to me for the Sense
replacement. I supplied the details and more than a week later, I heard
nothing back. I placed another call 2 days ago and I was assured it would
be acted on and still nothing.

Kind regards,

Biba

[LizzyFitbit]

Hi @Bisbad. Welcome back to the forums.

I'm sorry that you're having this experience with our team. Your feedback is appreciated and won't go unnoticed as it'll help us to evaluate and improve our services. I've gone ahead and forwarded your posts to our team so they can look into your details. They'll get in touch with you via email, so make sure to check your inbox, spam or junk folders. Please note that due to recent events affecting our operations there might be a delay in their reply, however, be sure that your case is under review and our team will help you with this matter.

See you around.

[supriyarai6]

Facing same issue. Has there been a resolution yet?

[Bisbad]

Not at all. Very frustrating, I spoke with them twice already.
Kind regards,

Biba

[txgaryl]

For me, the new charging cable they sent to me seems to have resolved the
issue. Watch has been charging whenever I connect it to the charger.
Thanks.

[txgaryl]

For me, the new charging cable they sent to me seems to have resolved the
issue. Watch has been charging whenever I connect it to the charger.
Thanks.

[supriyarai6]

So it is the issue with the charger? How do request for a replacement?

[txgaryl]

I called the support line.