Fitbit Sense won't power off

[Mrsgonzales2019]

This is the second time I have had problems with this same device was told I would be receiving a prepaid shipping label to return the device since it was still under warranty haven't even had it a year yet and have yet to receive it. Since then the Fitbit started working and now it is stuck on the play music screen and has been all day have tried to power it off and side button won't work and I can't scroll to settings and **ahem** down to restart it 

[Guy_]

Hi @Mrsgonzales2019 - sometimes the side button can be a challenge, try cleaning the watch to make sure button and face are clean.

How do I clean my Fitbit device?

Then try press and hold the button firmly for at least 8 seconds. You may need to try several times by squeezing the watch between first finger and thumb.

[Mrsgonzales2019]

Thank you after trying that it was still stuck on the same screen so I chatted online with a representative and they emailed me a prepaid shipping label to send it to them so they are going to replace it