Fitbit Sense won't charge

[Jotex]

I plugged my Fitbit Sense but it won’t start recharging. [unhappy]

Moderator Edit: Clarified subject

[Jotex]

Update: after countless attempts to connect my Sense to the charger it finally worked. But this issue is happening more and more frequently and is rather annoying (& time consuming). 

[Guy_]

There is a known fault with some charge cables. Check the 4 pins are equally prominent.

If they are, then clean the contacts on the back of the watch.

If its a faulty charge cable, get a replacement one under warranty.

You can always contact Fitbit Support directly. They may be able to help you with the replacement or resolving the issue.

[Jotex]

Ok, I will. Thanks @Guy_ .

[Jotex · Accepted solution]

To close this question, I wasn't successful with the online CHAT option, but was very nicely taken care of by a Fitbit staff member on the Direct Message via Twitter! I found out how to accurately and carefully clean both the back of my Sense and the charger. The charge % came on right away after that. Many thanks FITBIT staff for helping me!

A happy Fitbit-Sense-User!

[LizzyFitbit]

Hi @Jotex. It's great to see you around the forums. @Guy_ Thanks for stopping by to help our friend.

@Jotex Thanks for every step tried prior to posting, and for your efforts while contacting our team. I'm glad you've received help to get your Sense working again and I hope you continue enjoying the experience. By the way, let me invite you to visit our Health & Wellness board where you can share your story, meet more people and start your own topics.

Have a good day. 

[CherylBev]

Do you have to be on Twitter to get any help? 

[Guy_]

@CherylBevNo, try in your Fitbit App, click on the Profile photo, Help & Support [at the top is where you find the Fitbit App version btw] , then Contact Customer Support.

[Jotex]

@CherylBev I found the Customer Support Chat didn’t get anywhere (like it was a machine…); but in Twitter the support was definitely a real person and we quickly resolved my issue. Twitter is free, in case you want to try.

[CherylBev]

Hi Jotex

Thanks for your response. I am getting a replacement as my Fitbit is in
Warranty.

Not impressed though that it’s died within months.

Cheers

CherylBev

[Jotex]

Hi @CherylBev 

That’s awesome! I’m also a bit surprised. They once replaced my Aria (scale) which wasn’t working right. But that was years ago and no problems since. I’m now on my 3rd Fitbit (keep upgrading 😇) starting 4 years ago and they all still work fine. Anyway, I hope you’ll be happy with your replacement Sense. 

Cheers and TGIF

Jotex

[Jotex]

@CherylBev  — I may have spoke too soon  😕 My Sense is now acting weird and Bluetooth won’t connect with it. Unhappy …

Well, it took a few minutes but it’s back to normal. Yeah!!!! Have a nice weekend. 

[LizzyFitbit]

Hi @CherylBev. Welcome to the forums. @Guy_ and @Jotex Thanks for your amazing help.

@CherylBev I'm glad you're about to receive a replacement and thanks for getting in touch with our Support team. I understand how you're feeling about going through this situation and your feedback won't be taken for granted as it'll help us to work, as well as improve our products.

@Jotex Thanks for your suggestions, as well as sharing your experience with our team. While I'm glad your Sense started working again, please keep an eye on its behavior and don't hesitate to let me know if this happens again, that way I can help you out.

Have a good day.

[Jotex]

Very happy to share my experience @LizzyFitbit . So far, so good. I’ll take you up on your offer if my Sense acts up again. I sure love it! 

[lablover55]

not a fan of twitter. they also have a chat feature on their site and it 'appears' to have a real person.

[ewchandler42]

Can you tell me how you cleaned everything?  I am having the same problem.

[Jotex]

Sure! The link the Support Person on Twitter sent me is: https://help.fitbit.com/articles/en_US/Help_article/2005.htm

[LizzyFitbit]

@Jotex and @lablover55 It's good to see you around and thanks for your great help. @ewchandler42 Welcome on board.

@ewchandler42 Thanks for joining this thread. In addition to link shared by @Jotex, please give a try to the troubleshooting steps described in this help article and monitor your watch to see how it goes.

[given2fly10]

Mine was a gift in Oct 2021. Since mid November, takes about 10 goes of taking charger pad on and off EACH TIME before it charges, but when finally does charge, it’s fast! How long did you have to wait for your replacement charger cord/dock and did you have to only send the cord or the watch as well? I need mine medically every day & night!

[given2fly10]

Mine does it too