Sense asks to warm it up to resume charging

[brwneyedbrndi]

I've had my Sense for about 6 months now and it's never behaved like this before. I've not been able to get it to charge for the past 3 days. Yesterday, it began displaying a message which reads "Fitbit device is operating below temperature, please warm it up to continue." For context, I live in central Florida. It's not like I'm a northern state where the temperatures are drastically cold. Naturally, the first time I saw this message, I put it back on my wrist for 10-15 minutes assuming my body heat is a sufficient heat source, but when I returned it to the charge, I got the same message. 

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @brwneyedbrndi Welcome to the Community Forums.

Thanks for bringing this to our attention. This is odd and while the environment was wasn't too cold, do you recall if your Sense was placed nearby something that was cold such as a cooler or A/C? If not and your watch is still not charging, I'd suggest you to give a try to the troubleshooting tips described in this help article and monitor its behavior in the next days.

[brwneyedbrndi]

Hi Lizzy! 

To answer your question, no the Sense was never near anything that was cold. It'd display the message right after I take it off of my wrist or while sitting on my makeup vanity. 

I actually utilized the chat feature to speak with a Customer Service Rep. We tried doing a factory reset and even that was unsuccessful. It wouldn't charge enough to do the factory reset so Customer Service shipped out a new charger to me since I only had the one that came with the device when I purchased it at the end of 2020. I'll post a follow up once I receive the new charger and re-attempt the factory reset.

[LizzyFitbit]

Hi @brwneyedbrndi That's great news!

Thanks for the details provided, as well for taking the time to contact our Support team. I'm glad you'll receive a replacement charging cable to get your watch working correctly and I'm sure our team will do their best to bring you back on track soon. Please follow up with your email case should you have any further questions.

[adoryab]

I have the same problem. Were able to get it resolved?

[LizzyFitbit]

Hi @adoryab. Welcome to the Community.

Thanks for joining this thread. Because your post didn't mention, please try the steps described in this help article and take your Sense to another room making sure it's not too cold or hot. Monitor its behavior in the next days and let me know if the message disappears.

[adoryab]

Hi Lizzy,

Thanks for your post. I read the article you mentioned and none of them
relate to the issues. The Fitbit is simply dead. Please let me know if
there is anything else I can do. Otherwise, I will have to return the
device.

Thanks

Moderator Edit: Personal info removed

[LizzyFitbit]

Hi @adoryab. It's good to see you again.

You're welcome and thanks to you for checking the help article shared in my post. I'm sorry you're having this experience and because the issue persists, let me recommend getting in touch with our Support team so they can evaluate your options and bring you back on track. Please click here to get connected with them, and make sure to share all the steps you've tried so far.

[enzaD]

Hi there did getting a new charger work? I am having the same issue with my verse 3, I have currently got it wrapped in a blanket in the hope that will warn it up!

[LizzyFitbit]

Hi there, @enzaD.

Thanks for joining this thread and letting me know about your Versa 3. I'm sorry you're having this experience. While checking your details I noticed you already have a case created with our Support team. Your case is in good hands, so please keep an open communication with our team as I'm sure they'll continue helping you with this matter.

[MitsSF]

Hi, I'm having the same problem and have a FitBit Sense. I've had it since January 17, 2022. What should I do please? 

I followed all the suggestions too and my Sense still isn't charging. 

[LizzyFitbit]

Hi there, @MitsSF.

Thanks for letting me know about your Sense and trying the suggestions shared in this post. I went ahead to check your details and it seems you already have a case created with our Support team. They have specialized tools that will allow them to investigate and help you with this matter, so please keep an open communication with them.

[Eoinfw]

I logged a chat with support and explained everything in detail, there were a couple of emails and in the end I returned my Sense and received a replacement about 10 days later. It’s not a repair as there were some scuff marks on my previous one which are not there now. Charged it when it arrived last Tuesday and is now at 34% six days later so battery is definitely working well. Good luck with support!

[MitsSF]

Thanks! Yes I have case open and need to return. I need to find a printer somewhere, lol! Best, MitsSF

[LizzyFitbit]

Hi there, @Eoinfw and @MitsSF.

@Eoinfw Thanks for keeping me posted. I'm glad your replacement is working well and I hope you can keep crushing your goals.

@MitsSF I appreciate the time taken in contacting our Support team. Your case is in good hands and I'm sure our team will continue working on this until you're back on track, so please keep an open communication with them.

[Joulebsv]

My wife is having the same problem. Here temperature is 30 °C but still getting the error continuously. It charge few seconds then buzz then error like this in a loop.

We have opened a case hope thy will fix

[LizzyFitbit]

Welcome on board, @Joulebsv.

Thanks for letting me know about your wife's Sense, and your efforts while working on this. I'm glad you have a case created with our Support team and I'm sure they'll continue helping you, so please keep an open communication with them.

[Joulebsv]

After a while we have fixed it.

1. we first did a shut down of the watch, but nothing happen. after it started it was the same as before

2. then we have tried a factory reset. by resetting the watch we hoped it could be fixed. nothing

3. the solution for us was to long press the function button. press it and keep it pressing. after a while the watch turns off and on again. that somehow fixed the problem

meanwhile the service had given us a voucher to send them the watch via DHL, luckily we won't use it, at least this time.

bye

[LizzyFitbit]

Hi there, @Joulebsv.

That's great news. Thanks for sharing the steps that worked for you, and I'm also glad you received help from the Support team. I'm sure your post will help other members experiencing similar issues. I hope your wife can keep crushing her goals and if you need anything else, don't hesitate to let me know. Happy stepping! 

[SunsetRunner]

Hi I have the same issue with my versa 3. I have gone through the trouble shooting, done a factory reset also held the function button for a restart. Still not charging. Any help would be greatly appreciated.

 Thanks