Sense stuck on Fitbit logo

[Jude142]

The screen of my sense 2 has been frozen on the logo since the clocks went forward at the end on March 24. I have tried all the suggestions- it won’t turn off or move to another screen. The sensors on the back are off too. I’ve charged it and it eventually runs out of power after 24 hrs. The number for the support team is not recognised. Any ideas about from buying a new one. This one is about 2.5 years old. Thanks in advance. 

Moderator Edit: Clarified subject

[Guy_]

Hi @Jude142 - as you have Sense (if it is 2.5 years old) your post is moved to that forum.

There is only limited things to try, let it run down, restart it with button by holding the watch button for 10 seconds till it blanks or vibrates and wait for the logo to appear and for it to start.

Or do a factory reset using the button, you can always chat via the Fitbit App, Help & support section, Contact Customer support for help with that.

However if the watch constantly displays the logo (without going out, even if you cover the face with the palm of your hand) it is likely to drain quickly, and if there are also no lights flashing on the back (if you brush your finger over the back of it or push the button) it could indicate a hardware fault.

[MarreFitbit]

Hi there, @Jude142. Thanks for stopping by in the Fitbit Community Forums and bringing this to my attention. I'm sorry to hear that your Sense's screen got stuck on the Fitbit logo since March 24th. I understand where your concern is coming from. We're here to help! @Guy_ Thank you so much for your input!

I've seen you managed to get in contact with our Support Team after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. Thanks in advance! 

[Jude142]

Thank you for taking the time to respond. I have tried everything and tried it all again with customer service support. It would appear that my Fitbit is goosed, and I need a new one. 

[Jude142]

Thank you for your response. I am now looking into buying a new watch. I just need to decide which one. I have been using a pedometer on my phone but that has its limitations.