Fitbit Sense won't turn on and can't reset

[Hjules]

Hi - my Fitbit Sense is just on a month old and has been working pretty well.  This afternoon it randomly turned itself off (black screen) and now doesn't respond to anything.  I've tried resetting but when I press the 'button' it doesn't give any feedback at all.

I'm assuming it's a hardware fault and I'll have to return to the store but thought I'd ask just in case anyone has any other ideas.

Thanks in advance

Jules

[Gr4ndp4]

Hi, @Hjules , welcome to the community, is it possible your battery charge is too low? I suggest you place it on charge for at least 60 minutes and then retry the restart procedure. You may find video gives you an idea of what to expect.

Cheers

[Hjules]

Thanks so much for the idea I forgot to mention I did try to charge it for more than hour. I even tried a different power point.
There’s no light that indicates is receiving charge and it was at about 85-90 percent when it turned itself off.
Thanks again

Sent from my iPhone

[Gr4ndp4]

Hi, @Hjules , on the basis you watched the video and held the side buttons long enough I suggest you talk to "Customer Support" here. I recommend you use the "Chat" facility or the phone.

Good luck

Cheers.

[Rich_Laue]

Have you tried a restart. This is how to turn on the tracker. 

[Hjules]

Thanks so much for the help. Hardware fault was the final answer and I have a new Fitbit. 

[Hjules]

Thanks so much for the help. Hardware fault was the final answer and I have a new Fitbit.