Pin on Sense charging cable is pushed in

[sueloe]

Ever since my Sense did the update it no longer will charge.  I have cleaned the sensors, uninstalled and reinstalled my sense and everything else I could.  My Fitbit is only 7 months old and really does not hold a charge for more than 24-36hours.  

It looks like one of my prongs on the charger is pushed in a little bit.  Not sure how that even happened 

Moderator Edit: Clarified subject

[Guy_]

Hi, @sueloe -  your charge cable is faulty, get a replacement one under warranty. Many people report similar problems with the charge cable.

Probably best to contact Fitbit Support directly. They may send you a new one.

Also reachable via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

You can also buy them online. if you want a more robust one and are prepared to wait, click photo.

[ride525]

I too have this problem with my Sense charging cable.  One of the pins is pushed in and it won't charge.

Terrible design, lots on this forum have this problem.

Went to chat, he immediately agreed to send a new charging cable.

But it's 7-10 days to get it.  Meanwhile no working watch.

I've been a Fitbit customer for many, many years, starting with Fitbit One.  But last two watches are complete fails.  Versa 2 died, just after warranty was up.  Bought Sense, and it is now dead waiting for charging cable to be shipped.

[eezeepee]

I haven't had the issue, yet, with my Sense from August 2020 and I know plenty of people have had the same issue but you've tried to clean the contact points on the watch, the pins on the charger, and popping out the stuck pin, right? 

[Spencey89]

How would you suggest to pop out the pin? There is nothing to grab hold of and the case is solid so you can't push it out

[eezeepee]

@Spencey89 Welcome to the Fitbit community.

I haven't had the pin issue myself but I would try a needle to poke at it but contacting customer support about the cable would be the next step as well.

[Guy_]

@Spencey89  - the pins are spring loaded, and if the spring has broken you will need a new cable.

If it's under warranty ask Fitbit support for one or get one online.

[ace59]

The charger springs have terrible quality.  The first charger which came with my Fitbit versa was damaged upon arrival - one of the pins wholly stuck. Support was excellent, and they shipped a replacement with express delivery.  The replacement charger also had one pin partially stuck, the smartwatch was still charging, though slowly - the watch showed a warning 'slow charging'.  After three months, it was broken as well. The problem is that the magnet in the charger is quite powerful. It is not possible to accurately align the pins with the smartwatch. The pull pushes the pins in, and if the springs are as bad as they are, they quickly wear out.  I am hoping Fitbit product management is reading this and is paying attention because quality issues are bad for the brand.  I have to get my replacement from support. It will be interesting to see whether the next alternate will be any better than the first one. 

[Kyla1]

Multiple since buying in Dec 2020. And they won't replace. I think it is a defective design. And my husband had one just die today and he just bought it Dec 2021.

I'm super disappointed in how they are not addressing this obvious defect issue. I suspect some spring or metal spring platform is too thin to hold up to pressure.

They need to own this issue. It will turn into a big PR issue if they don't get in front of it. 

They would be offering for free. I should not be going through chargers this quickly! I am being so careful doing connection slowly and carefully. Still ...

I hope they see this. This will become a big problem. Maybe they will write me....

I'm sure they see the pattern by now. My last Fitbit the charger lasted the life of the watch till I upgraded. I purchased the Sense assuming quality. Not a cheap watch ... KD

colsal22@yahoo.com

[Kyla1]

Nothing to keep it up once popped out. Needs spring action to stay connected. It is a badddddd design. Fitbit needs to step up and give free replacements for like a long period or redesign the spring action so the same position pin doesn't keep failing. 

I've had multiple die since Nov 2020 purchase 

[Lev222]

Hello 

[eezeepee]

I guess I've been lucky. Original charger since September 2020.

[waldoL]

I bought a spare cable to charge at a different location and for travel.  Now both have failed in the same way.  This is obvious design flaw. They did send me a replacement cable.

[waldoL]

Customer service rep says it is very small % of failures.  I've had two cable fail in the same way.  Others have documented the failure, it is the lower left pin that went on both of mine.

[Kyla1]

You're one of the lucky few I don't believe that this is a low failure rate. I am so careful. I always have a separate one for travel. And I don't even charge my watch every day. I charge it like every 2 or 3 days. I'm careful not to slam it down but that doesn't seem to make a difference.

You think someone would at least get two years out of a charger. I'm getting close to wanting to take a Next step because this is just unacceptable. My first Fitbit is still going strong. Never needed to even get another charger. Then this one comes along.

Completely disappointed in how they're handling it. I expect more from this company.

[JLSCalling]

I too have suffered from the inability of my Fitbit Sense, which I purchased in August 2021, to charge. I purchased two charging cables from Fitbit AND returned the defective watch to Fitbit. I had to wait 7 weeks for a replacement. I received the replacement three days ago and now my watch is telling me that my battery is dying, but it won't charge. I have been wearing a Fitbit since 2013 and up to this point I have been satisfied with its products. If Fitbit will not fix the glitch in this Sense, I would like to have my $300 refunded to me. 

[eezeepee]

@Kyla1 @JLSCalling Are you truly having charger pin issues? If they look fine, a wipe of the pins fixes lack of or slow charging for me.

I have a USB meter that shows the charge. Top is a poor connection with only 0.075A and 0.378W. I quick wipe (Clean would be with an alcohol pad. "Dirty" is a little saliva on a finger.) and you can see the improved numbers to 0.232A and 1.172W. That's fast charging speeds and I get around 2.2% per minute.

[Kyla1]

Oh it's definitely a pin problem. The other pins are visibly up and firm. Then the one pin the same location every time, has fallen in and is not at the same height as the others. You have to turn it over and bang on it for the PIN to pop back to the same height as the others. I cannot figure out a way to fix. And I'm not sure if I could get the PIN to stay up if it would still work. If I could fix it I would. I'm pretty good at that stuff this one I could not figure out. I think it's a broken spring or whatever gives the pin it's firmness to stay up but have spring to make a good connection.

[BarbBinOhio]

Honestly, don't you think using a NON Fitbit Sense charger damaging????    If not, PLEASE, where can I get one?

I had a pin problem like that, I got it out, then propped SENSE upside down, and charger on top, so hoped pin would stay down, but NOPE

Amazon also sells a replacement SENSE FITBIT  brand charger, and I got in 2 days.  But, on my 3rd charger now.

My SENSE is out of warranty, but Fitbit is sending me a new charger for the SECOND TIME.  free of charge

I keep getting free replacements from Fitbit,  they know there is a problem

I had a VERSA lite for 3 years, and was still going strong, and so was the charger.  Get the SENSE, and am on my 3rd charger

[eezeepee]

@BarbBinOhioIf you don't mention someone in your replies, your comments are very out of context and confusing on who you're replying to.