Locked Sense

[Dione.hello]

Hello my device says device locked it may be lost or product warranty replacement but this is my device and I bought it new a year ago. All fitbit has done is escalate my case and waste my time has anyone ever had this issue and actually had it resolved?


Moderator Edit: Clarified subject.

[AndreaFitbit]

Welcome to the Fitbit Community, @Dione.hello. I'm sorry to hear about your experience. 

I checked your case and noticed that it was updated today.

You should receive a response from our team soon. 

[Dione.hello]

After asking for help THREE times and getting nothing. It's been weeks and I'm still waiting on a reason as to why MY fitbit was locked and why you people can't just unlock it. What I see is that you people made a mistake and can't fix it so you string me along hoping I'll let it go.

[AndreaFitbit]

Thanks for getting back to us @Dione.hello. 

I understand how frustrating this could be and would appreciate your patience. This process takes a little longer than other processes. 

Please stay tuned in order to get a resolution.

[aragon.fr7]

My sense is stuck at logo screen.  It will not restart no matter how many times I try.  The battery is charged, but the logo screen stays on.  That won’t even shut off.  What can I do??

[AndreaFitbit]

Welcome to the Fitbit Community, @aragon.fr7. I'm sorry to hear that your Sense is stuck on logo screen. Thank you for letting us know that it won't restart and that the battery is charged.

Could you please confirm that you restarted your watch by pressing the button for 10 seconds?

[aragon.fr7]

It's stuck, it won't let me do anything if I press it for more than ten minutes, but now it has no battery and it won't charge.

[chadswatch]

This happened to me to. I have called 3 times and they just keep telling me to wait. The support has no idea what's wrong.  They just keep telling me to wait. Plus I'm paying the monthly premium plain and all they say is sorry.

[AndreaFitbit]

Thanks for getting back to us and for the clarification @aragon.fr7. 

Please follow advise from help article: Why isn't my Fitbit device's battery charging?

Welcome to the Fitbit Community, @chadswatch. Thank you for sharing your experience. 

I understand how frustrating this must be but you have to wait until our team has a resolution for you. 

[aragon.fr7]

It won't let me do anything!!! If I press the button it vibrates but it does not do any action nor does it charge and when this happened it was fully charged

[Kierstenw]

Same here.  I was hoping for advice from fitbit, but it looks like they don't know how to fix it either.

[AndreaFitbit]

Thanks for getting back to us and for following the advised troubleshooting steps @aragon.fr7.

I understand how frustrating this could be and went ahead and created a case on your behalf. Please check your email. 

@Kierstenw, Welcome to our community. Is your tracker locked or the battery is not charging? Which steps have you followed?