Sense stopped working after getting wet

[KwakiutlDude]

My Sense stopped working after a 20 minute swim. Only the teal-dot logo shows. Nothing else is visible. My phone app is continuously in search mode for the watch. I have tried putting it in rice, holding the on-button for 20+ seconds. What else can I do? And, if it doesn't or won't work, what options would Fitbit suggest.

Moderator Edit: Clarified subject

[Guy_]

Hi @KwakiutlDude - once the watch gets water in it it won't work properly and damage can be done such that when charging it gets hot, and if so stop charging immediately and don't wear it as there is a risk of burning.

Depending how severe the damage and how quickly it dries in rice, could be weeks, it may work but can be very unreliable.

If it's still under warranty it can be replaced otherwise you may be offered a small discount on a more expensive watch which doesn't have all the features of your watch, so consider your options carefully.

[MarreFitbit]

Hi there, @KwakiutlDude. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Sense is still unresponsive. I understand your concern, we're here to help!

If your device got wet, it’s important to take it off and dry it well before putting it back on. On the other hand, if your device has come into contact with any liquid other than fresh water, you should clean it with fresh water and a soap-free cleanser and dry it with a lint free-cloth.

If you've done the above but to no avail, may I know if your Sense vibrated during the restart process? If it didn't, I'd recommend trying the steps below:

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again.

If nothing seems to work, please follow @Guy_'s advice and chat with us online or give us a call. Click here to get connected.

[KwakiutlDude]

Hi Marre,

Thanks for responding. I have done the suggested actions. My watch has recovered somewhat. The teal-dot-logo appears on my watch. I must press and hold the left button to get a response and see the watch face. I am unable to scroll down or left/right. It's inoperable. 

What are the next steps?

Thanks. 

[MarreFitbit]

@KwakiutlDude Thanks for getting back and the update in regards to the issue with your Sense. I'm glad it was solved! 

If the screen is blank or won't swipe, I'd recommend the following steps:

1. From the Today tab in the Fitbit app, tap the devices icon at the top-left corner.
2. Tap the device they want to sync.
3. Near the bottom of the page, tap Sync Now.

If the above doesn't work, please restart your Fitbit device as suggested here How do I restart my Fitbit device? Note: Restarting the device doesn’t delete any data. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.