Sense stopped working after getting wet

[Sinead-sml]

Hi,

I went for a swim last Saturday the 17th June 2023 while wearing my alleged waterproof fitbit sense.

When I returned home, my fitbit had gone blank and would not turn on. I presumed it was the battery however I knew it was at least 50% full when I entered the water. I charged my fitbit at which point the home screen came up briefly but later turned off again. I left it overnight and attempted to re-charge it in the morning at which point the back of the fitbit became extremely hot. It turned on and off sporadically however the touch function did not return nor did the side master button function which remains unresponsive.

I charged it again today and it turned on and began recording steps however the touch function still did not work. I have cleaned the fitbit, used multiple charging sources etc and it sill does not work.

The fitbit sense is meant to be waterproof up to 50 meters. My fitbit worked perfectly up until I went swimming Saturday therefore, it is clearly not waterproof.

I will be seeking a replacement as the product is clearly not as advertised.

I await hearing from you urgently.


Moderator Edit: Clarified subject

[Odyssey13]

Hi @Sinead-sml  you posted on the community forums and we're not customer support. If you look at the user manual, page 76, you'll see that the Sense is water resistant, not waterproof. click to see. 

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

[BInthewoods]

I've been using my Sense to swim for a couple of years now. Up until today it's worked just fine although I was a little confused as to how to unlock it from the swim watertight mode - you have to hit the side sensor twice, very fast. So mine was at least waterproof enough to swim laps and never a problem in the shower. On my last swim today, I set it to Swim as usual waited for it to circle into swim mode and did my laps in the pool. When I finished, I tried hitting the sensor twice as I had done many times before but the screen stayed blank, no lights on the back! Yikes, I emailed support! It does still vibrate when on the charger so I'm hoping it will recover. Like you, I'm at a loss for now, but I did feel it was water tight, just messed up software.

[Sinead-sml]

it says it is water resistant up to 50 metres and there is a function on the device to record swimming as an activity therefore your point that it is “resistant” as opposed to “waterproof” is not really the issue. It should not fail after a swim in in shallow water.

[Sinead-sml]

Thanks!

Mine didn’t recover and started over heating becoming extremely hot when I tried to charge it after the swim so I have had to send it back to fitbit. 

[BInthewoods]

Water resistant or water proof is not my point! I'm not defending it,but
trying to let you know that it worked for me. I was able to get my Sense
working after a swim by charging and then holding the side sensor until
the start icon shows - then 2 quick presses to stop swim mode. You might
want to give that a try? I have used it for many swims - good luck

[Mandysbe]

Hello! I have the exact problem. Could you explain me how did you send it back to fitbit, please? Thank you!

[Odyssey13]

Hi @Mandysbe  you'll need to get with customer support https://myhelp.fitbit.com/s/support?language=en_US