Sense not charging or synching

[SunsetRunner]

On 7/23/2022 I woke to find my Sense was dead.  I thought that odd as I had not received a notification the battery was low and it was working perfectly when I went to bed.  Nevertheless, I plugged it in and got ready for my day.  When I went back to get my Sense, it had not charged and was just displaying the Fitbit logo.  I also noticed the lights on the back of the watch were not working.  I went onto Fitbit.com for solutions and found the instructions on how to reset the device.  Tried that - nothing.  I tried synching my device and found it was no longer being recognized by Fitbit or my Bluetooth.  I reset my Bluetooth and wifi - no change.  I finally called Fitbit Cust Svc and after a half hour of going through the same steps with the rep, he told me it could not be fixed and I would probably have to buy a new one.  I just bought this in 04/2021 for $250!  They did send me a 33% off coupon, but it is now a $300 device - and its just over a year old!  I decided to check online to see if others were having this same problem, and did find others.  Just checking directly in the Fitbit Community to see if there were more of us having this same issue - and if so, how they resolved it.  Thank you for any input.

[ljaxon]

I am having the same issue it started Saturday morning 7/23/22, while I was in my aqua cycle class I noticed that my screen was showing the logo as if I had restarted it then the screen went black. It was fully charged and when I tried to power it on....nothing. I do not feel the "vibration" when I press the side. It is just dead and I got this June 2021. I keep seeing how so many people are having the same issue and it is so disappointing that Fitbit has not made a better product and is not offering replacements for problems they are AWARE of. I really like the Fitbit Sense, but it is not worth the high price. I will replace it with a less expensive brand. This is RIDICULOUS!/

[RipleyLo]

Having the same problem! Couldn't charge since yesterday and tried again this morning.....NOTHING. I got this in April 2022 because of the Ionic recall. 

I wish I still had my Ionic.

[SunsetRunner]

The fact that one minute its working fine and the next minute its dead
proves its a Sense problem. This many users can't all be doing the same
"something" wrong at the same time. And, as you say, the fact that Fitbit
is doing nothing about it, or even offering to look into the problem, is
beyond belief. Their solution seems to be send us another $200 and your
problem will be solved, at least for another 12 to 15 mos. Thank you for
responding. I have canceled my subscription, closed my Fitbit acct & am now
praying that Goigle Play does the right thing and refunds my Fitbit Premium
subscription which was just charged on 7/22, the day my Sense died (may it
RIP because when it worked it was great) and Fitbit says they can't refund
it.

[SunsetRunner]

Thanks for responding. I loved the Sense and it worked great - up until it
didn't. I'm really angry and extremely disappointed with Fitbit for not
even looking into the issue; especially when so many people are having the
same problem, and it obviously isn't user error. I'm curious about the
recall on the Ionic. What was the reason for that?

[Guy_]

Hi @SunsetRunner  - often the reason the watch appears dead is it merely needs charging.

What can happen is the contacts require cleaning on both the watch 4 holes and cable prongs which are delicate and can break.

Did you checkout the steps in How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[SunsetRunner]

Thank you for the suggestion, but the problem is with the Sense itself. It
was charged & working fine when I went to bed, and the next morning wasn't
working. It only shows the Fitbit logo. Won't synch. The lights on the back
of the watch don't even come on.

[Guy_]

@SunsetRunner - have a look at solutions in the forums for stuck on logo.

It may be resolvable.

Or chat via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

[drslvs2dv]

I also had this exact same thing happen. Mine went dead on Sunday the 24th as well. Mine is a little more than a year old. Everything you stated U tried as well, I also bought a new charger.  This makes no sense at all that a watch fully charged the night before wakes up with a dead watch.  Mine turns on when it sits on the charger, shows the screen and says battery 0 and then never charges.

[drslvs2dv]

I have tried everything that has been suggested, and nothing is charging the sense.  

[Guy_]

Hi @drslvs2dv - just to be sure it's not a simple cleaning or charge cable problem please check  How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[SunsetRunner]

Exactly! I can't even say its frustrating anymore, because its become so
maddening as its obviously a "defect" or program issue and Fitbit is doing
nothing about it.

[SunsetRunner]

No charging, no resetting and no synching. Apparently Fitbit has shut us
out and doesn't want our business anymore. Oh, wait! They did send me a 33%
off coupon so I could send them another $200 for a new device. But tell me
why, in God's good name, would I send them more money when they haven't
stood behind the product I already have?

[ljaxon]

Exactly! I had purchased an extended warranty through Square Trade when I got my Sense a year ago because even though I had my sense for just under a year FitBit would not fix it. So Square Trade had me send it in so that they can "fix it". But honestly, I do not believe that they can. If so many people are having the EXACT same problem, it HAS to be a FitBit design issue. I have already purchased a new fitness watch because I really liked tracking all of the data, but I am not going to be paying $200 for something that I will have to replace every 11 months. They really need to address this and when they do they need to come with more than a 33% off coupon for all of us that have purchased their defective devices. 

[SunsetRunner]

I'm becoming more and more amazed at how many people have been effected by
this. And even more surprised that a company as big as Fitbit acts as if
they are oblivious to this issue. I too loved the Sense and all the
features of it. So sad they had what should have been a great product and
ruined it with what appears to be a manufacturer's defect and then offer no
customer support.

[Hcooper72]

Same! Woke up one morning to a blank screen. Put it on the charger came back 15 minutes later nothing. I did the factory reset nothing. I have only had mine since Nov 2021! So where do I find the customer service # to call? This is ridiculous! 

[Odyssey13]

@Hcooper72   https://myhelp.fitbit.com/s/support?language=en_US 

[Hcooper72]

I bought a new charger and got it in today. Just picked my fitbit up and it is working again!! 

[healthyme9711]

Product quality of sense is like a low grade watch, similar thing happened with me and now my replacement watch is in shipping mode for past 1 month. Really feeling disappointed for buying sense, my watch was just 6 month old and all of a sudden died.

[Guy_]

Hi @healthyme9711 - if only your watch is being replaced still check the charge cable as that might have been the fault and you will still need a new one. See How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen