Sense not charging after update

[SoOVER]

My sense is new got it for Mother's day. Was working then it stopped charging. I did the update and after update loses charge faster. Now it is dead. Did the cleaning, changed plugs, uninstalled app, pressed button see a big battery with 0% in it, then it disappears screen goes black. Still not charging.

[Clove6060]

Does the 4 plugs on charger look ok. Are any more recessed than the other?  I’d contact Fitbit support at this point and ask for a new cord and/or watch.

maybe the chat is working?  I’ve had the best response time via chat. However resolution has been hit or miss. Luckily for me I’ve had a relatively problem free watch.

https://myhelp.fitbit.com/s/support?language=en_US

I heard they were having customer support issues

from today page of app:

tap picture icon top left (like the cat. Is it Siberian?)

>help and support

>contact customer support

I tried sense Option and got this:

 

Try other as an option 

 

 

[SoOVER]

Yes, thank you! I did all of what was suggested prongs are all normal heights and in place. I got the same screens you got too (customer service not working screen). Ugh! Will keep trying. Thanks again.

[SoOVER]

Thank you! I will continue to try to get them. Reached out on twitter. The live chat didn't work. Customer service down. 

[Clove6060]

Good luck and let us know how it turns out. 
You may help others experiencing the same 

issues

[SoOVER]

I finally got them on the live chat. Had to wait but got someone finally. They had me process through all the steps they then sent me an email for me to fill out a replacement form. I will see what happens next. Thanks for all your help. Something is definitely going on with the firmware update.

[trimoma]

Mine is doing the same. Black screen Battery level at 0. Tried all of their "Fixes" 

[SoOVER]

Do the live chat through the app on your computer. Be patient. There is a
wait. The tell you what number you are in line.

[LizzyFitbit]

Hi @SoOVER and @trimoma. Welcome to the Community Forums. @Clove6060 Thanks for your help and the screenshots provided.

@SoOVER Thanks for every step tried on your own. You did a good job in troubleshooting your Sense and I'm glad you'll receive a replacement device. Your case is in good hands and I'm sure our team will keep helping you to bring you back on track soon.

@trimoma Thanks for your efforts while troubleshooting your Sense. As our friend mentioned, the best suggestion is to get in touch with our Support team so they can evaluate your watch's behavior and provide you with further assistance. Please click here to get connected with them via chat, and make sure to share all the steps you've tried so far.