Sense slowly Charging Message

[Craig007]

For all trying to get help and can't....see my transcript that FitBit is saying this is a charger issue.  I'll let you know if this solves the problem once I have the replacement.

Transcript from FitBit Chat January 9, 2021:

Start: (1/9/2021, 10:41:46 AM)

End: (1/9/2021, 11:17:13 AM)

JuanRH:Thanks for the summary. I'm reviewing your issue now and will be right back.

JuanRH:I will be more than glad to assist you with your Sense, which is having charging issues? I'll try to find a solution to get you back on track.

Me:Thank you

JuanRH:You are more than welcome.

JuanRH:After checking our records I noticed that your device was synced for last time 13 minutes ago and the battery level was 75%.

Me:yep

JuanRH:How long is it taking to charge?

Me:forever

JuanRH:Okay, thanks for the details.

Me:I have it plugged in and has not moved off the 75% mark in 5 min

Me:what's next?

JuanRH:Allow me one moment to further investigate.

JuanRH:Plug it into a USB port in a computer and test it out.

Me:Shoot...for got to do that trouble shooting step...I think I have done all the rest...give me a minute

JuanRH:Sure.

Me:Keep your fingers crossed...:)

JuanRH:They are already 🙂

Me:I'm in tech so know how new product launches go

Me:Darn...it just gave me the "slowly charging" message

Me:With as many messages on the support board your engineers must know the problem by now

JuanRH:Thanks for the letting me know.

JuanRH:Yes, they are aware of that.

Me:So is the problem in the watch or charger?  Seems like a quality issue

Me:But hope for you all it is Software.

Me:but I'd guess it is not

JuanRH:Allow me one moment, please.

Me:I design airplane avionics...designing a new unit for Honeywell right now

JuanRH:I need you to test it the device out to check if it charges faster in the computer and ignore the message you are seeing.

Me:It is not charging at all.

JuanRH:Okay.

Me:it is at 74% now

JuanRH:Try the following then.

JuanRH:1

JuanRH:1. Start by cleaning the golden contacts on the back of your Fitbit and the charging cable, you can use a cotton swab and rubbing alcohol.

Me:done, check

Me:Did that before I started this session

JuanRH:Okay, give me a moment

JuanRH:Thanks for the steps tried prior contacting us.

Me:sure...want to keep you efficient

Me:and figure out what I should do

JuanRH:Sure.

JuanRH:Still investigating.

JuanRH:Thanks for waiting.

JuanRH:In order to place the complementary replacement, I need you to please provide me with the following information:

Me:Do you have any information where the problem is?  watch, charger, SW?

JuanRH:I was told for the specialized department to replace the charger.

JuanRH:Give me a moment while I place the order.

Me:That makes a lot of sense

Jan Noel:Thanks for the summary. I'm reviewing your issue now and will be right back.

Me:thank you...you have have provided very good support

Jan Noel:I am sorry to see that your chat got disconnected from the previous agent.

Me:Please be sure that Juan has placed my replacement device

Jan Noel:As my tools are limited to check on this, I will be transferring your case to as specialized team to assist you out.

Jan Noel:Once our team has reviewed your case, they will be in contact with you via email as soon as possible.

Me:That is not acceptable!

Jan Noel:I really do apologize for the inconvenience.

Me:Have a supervisor get involved at look at the transcript

Jan Noel:I can see here that the previous agent will process the replacement charging cable for you and he will be in contact with you via email regarding it.

Me:Very good, that is the answer I was looking for.  I'd suggest next time you take the extra step like you just did versus trying to move on.

Jan Noel:Will there be anything else I can do for you?

Me:No, have a fantastic day!

Jan Noel:Thanks for contacting Fitbit. Please take care and keep safe.

Jan Noel:To end this chat please go ahead and click "end chat".

Moderator Edit: Clarified subject

Moderator edit: personal info removed

[Rich_Laue]

What type of device are you using to charge your Sense @Craig007 

I suggest a quick phone charger wall block. 

[WilsonFitbit]

Hello @Craig007 Welcome to the Community Forums! @Rich_Laue Thanks for the input! 

@Craig007 I was in contact with our Support Team and they mentioned you contacted them, you should receive an email from them.  Note that we may take a bit long to get back to you due to recent events affecting our operations. 

Have a great day! 

[down_and_out]

experiencing the same issue out of the blue.  Using the same USB hub for almost 3 months to charge (dedicated charging outlet).  Now I receive Slowly Charging and my battery level shown on the watch is dropping faster than a penny off a tall building.  Switched to a wall block fast charger - no difference.  In ten minutes plugged in I have dropped 4% battery level.  Computer app shows half full - after 2 syncs no change in level.

I don't know that the issue is strictly with the charging cable or with the sw or the watch but am thinking it must be 2 of the 3 at least. Funny enough - Fitbit asked me to fill out a survey that was written to achieve a good report for the Fitbit web site no matter the customer experience.  No matter how you answered no combination would reflect how bad the customer service is.  I avoided the on line chat and aftering reading of your experience I am glad I did.  Not to be too negative but I doubt the replacement cable will solve the issue.  Sudden loss of capability that is sporadic. First two days it was a yes its charging no its not.   Now its not, I think. Worried I might have an expensive dud on my wrist.

[N8teGee]

I see the "charging slowly" almost every time I charge my Sense, but fortunately it still seems to charge at a decent speed. That's not to say that the message isn't an annoyance, and Fitbit really needs to fix whatever this issue is. I've also tried multiple power bricks, from QC 3.0 to slow chargers. They all show the message. 

[down_and_out]

Unfortunately I know mine is not charging.  In the time it took about, 10 minutes, to look up the warning and find this discussion and post my Sense lost four percentage points.   I used less battery overnight.   This morning I plugged in my wife's Fitbit, not a Sense, and she gained 2 percentage points in less minutes.  I plugged my Sense into same port and received the charging slowly message. Currently the Sense is actually being charged.  But as I mentioned before coming back to find the Sense was losing its charge while plugged in was very disturbing.  All I know at this point in time is that there appears to be a world wide problem with the Sense's charging due either to hardware or software or both. What I don't know is why Fitbit sends me off to community boards to hopefully find answers to a problem that is widespread and serious while someone somewhere in the company is well aware of the issue.  No email notice or app message acknowledging the existence of the issue and any suggestions they might have that we can try until they get a fix out.  Saying nothing might imply they are afraid of the extent of the problem and are worried about a massive recall or customer initiated returns or exchanges and how that would affect their market share during a key corporate time.

[Christopher76]

Whenever I try to charge my Fitbit Sense, it gives me the "slowly charging" error message after about 30-60 seconds after it has been charging. I've tried using different Fitbit Sense chargers, I've tried plugging the USB end of the charger into various "blocks" that provide different wattage/power, but to no avail. Why does it seem that my Sense won't stay in the normal charging speed and gives me the "slowly charging" warning? I've looked through other threads here and cannot find a solution that works.

[sqwirk]

That happened to me out of the box and it drove me crazy for weeks. I plugged it into an Anker power strip I have that has two "PowerIQ-enabled USB ports" and I don't get the message anymore when I charge it. Maybe try a brick that uses Qualcomm quick charge technology if you haven't yet (different than the power strip I have, but similar concept of faster charging) or get an Anker brick that has their PowerIQ technology (annoying but they're not too expensive and they look nice as well)

[Christopher76]

Unfortunately it doesn't matter what I plug the charger into, I still get the "slowly charging" error message. My husband plugs his Fitbit Sense into the same charger and his will charge normally (rapid charge) without getting the "slowly charging" error, so we have ruled out it being an issue with the charging cable or what the charging cable is plugged into.

[Martincho8002]

I am experiencing the same issue. I tried several different ports on my desktop PC. I am sure they are good USB ports with SuperSpeed.

[Rich_Laue]

@Martincho8002 the ports on your PC are limited to a half an amp. For fast charge you should be using the wall brick you use to charge the phone with. Your PC should not be able to provide enough current for fast charging. 

[SunsetRunner]

@Martincho8002 - To get an answer from Support, you need to contact them directly. We are mainly just other Fitbit users here in the Community Forums. 

[Martincho8002]

You rock. Thanks for letting me know. Stupid me. Had no idea.

[down_and_out]

Best to ask what is USB version is being used.

[down_and_out]

You might want to be careful when charging and monitor the Sense when charging.  The slow charging message can be followed by the Sense losing charge very fast when its being charged..  If that starts, give up on the Sense and start working on getting it replaced.  My Sense has a dead battery now and there is no method to charge.  And before anyone asks USB 3.1 ports, fast charge wall plug adapters and battery bank that charges at 2.5 were no match for the "Slow Charging" message.

[down_and_out]

Don't ask support for support.  Ask support for a replacement.  You can clean the prongs on the cable and the back of the watch with alcohol and cotton balls (do let them dry before connecting) but once the slow charging  shows up when using a decent charging bank it seems inevitable that eventually it won't charge and will the battery will drain to zero %.  

[down_and_out]

Not the charge cable so be prepared to do it again.

[Vera16]

I agree with you. I was having the same issues, battery draining too quickly, slow charging and now it just won’t charge. I’ve tried all the fixes recommended but no luck. Customer support never responded to my inquiry. There are tons of people in the discussion boards having the same issue with this device, which at $300 should not be happening. Fitbit must know the product is flawed, yet doesn’t admit it and wants people to try all these silly fixes they know won’t work. Mine is a couple of months old, got it at Costco so it’s going back. 

[SunsetRunner]

Same here. Have tried every single plug and USB port in my house. 

Was there ever a solution to this?

I'm a new Fitbit user and between this and the **ahem**ty Fitbit app, it feels like Fitbit do no QA or product testing whatsoever before releasing to market. Trying to talk to Fitbit support is a waste of time too, you get halfway through a conversation with them before you realise they don't actually understand the problem you're trying to solve.

[Vera16]

 Not as far as I know, I returned my watch to Costco- I only had it 2 months. Got the Apple Watch instead.