Message appearing when I try to turn off by Fitbit sense

[JanePreschool]

When I try to turn off my Fitbit sense to try and reboot it because it will not charge I get a message that says 

something went wrong but it might work if you try again

 has anyone else had this happen?  I’ve tried again many times again and no luck.

it also won’t charge, do all 4 prongs on the charger need to be the same length?  

[Guy_]

Hi @JanePreschool - yes, the prongs must be the same see How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen 

Another way to restart it is to sync then use Shutdown from the watch Settings menu. Wait at least 10 seconds before placing on the charger to restart it and charge it, but as your charger is not working, get a new charger first, available free under warranty.

If you push and hold the button for a short period it launches the long button press [configurable in the watch Settings menu], not the restart process, which needs to be held for at least 8 seconds once you have a charger that works..