Sense is frozen and won't charge

[coachatilopez]

I have tried to restart many many times and it turns off but it doesn't do anything else, it goes back to the fitbit logo and it doesn't even charge. Please help

Moderator Edit: Clarified subject

[eezeepee]

First welcome to the Fitbit community.

Someone else actually just posted a very similar issue:

https://community.fitbit.com/t5/Sense/Sense-stuck-on-logo/m-p/5063195#M42749 

I replied with this.

You can do the following to factory reset:

• Hold the back button for about 8 seconds. 
• When the Fitbit logo disappears:
• Release the button briefly (for less than 2 seconds). 
• Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset.

[coachatilopez]

Nothing happens the same again again and again I have tried many times

Moderator Edit: Personal info removed

[eezeepee]

Did you actually get the second, longer vibration confirming it was a factory reset?

[coachatilopez]

sorry it was from my phone. Yes I waited for both vibrations and it just shows the logo and it stays there. frozen 

[LizzyFitbit]

Hi there, @eezeepee. Welcome to the forums @coachatilopez.

Before anything else, let me share that we don't recommend to perform a factory reset unless advised by a representative from our Support team. That way we can make sure the correct steps were followed, and monitor your watch's behavior afterward.

@coachatilopez Thanks for the steps tried on your own. I'm sorry your Sense is still not working correctly and my best advice is to get in touch with our Support team so they can investigate and see what can be done to help you with this matter. Please click here to get connected with them via chat or phone.