My Sense is not charging

[sassijams]

I had a versa2 in the last and lived it but this sense had been nothing but problems.

it doesn’t synch, it needs too much charging and it shuts off randomly and cones back on only when it feels like it.

Today it seems like it doesn’t want to come back at all.

I need a number to call this company and talk to them. I’ve only had this thing 3 months so they had better do something about this lemon 

Moderator edit: updated subject for clarity

[SunsetRunner]

Hello @sassijams 

Sorry your having troubles. You can contact Fitbit Customer Service several ways here: https://myhelp.fitbit.com/s/support?language=en_US

But, I’d definitely try restarting your Fitbit Sense to see if that resolves the issue. Look here to see how to properly do so: https://help.fitbit.com/articles/en_US/Help_article/1186.htm You won’t lose data restarting your Fitbit

I hope you get everything sorted out soon. 😃

[sassijams]

I couldn’t restart it. It won’t turn on at all. It’s completely dead now. 

I noticed today since the charging cable decided to no longer attempt to work, that the charger is defective and I think that’s causing  ALL the issues.

I can see all the pins on it but when I ran my thumb over them, I can only feel three of them.

I called and they said the last time it was synched was 9 days ago even though I wore it all the days since until last night (it doesn’t synch often) and now that it’s dead, they’re sending me another charging cable to charge and see if that solves all the issues or more trouble shooting has to be done.

I suspect  this thing has not properly been charged since I got it which has caused all the issues but I worry that this battery may no longer hold a charge now. 
Like I said, I had a versa 2 with no issues so this has all been pretty bizarre and frustrating.

I guess if anyone has issues, you may want to check your charging cable to make sure you don’t have a depressed pin

[SunsetRunner]

That’s fantastic @sassijams that your being sent a new charging cord! I have a Versa 2 and I haven’t had any issues so I can’t speak of the Fitbit Sense. But great detective work only feeling 3 pins! Hopefully your new charging cord arrives quickly and your back up and running soon!!😃

[caliborn]

Glad I read this thread.  My Sense was not charging as well and I ran my finger across the pins on my charging cable.  Found one pin recessed, contacted support, and will be getting a replacement in a couple of days.

Thanks 👍

[SunsetRunner]

That’s awesome @caliborn!! 😃 Woohoo Happy Stepping!