Sense was not charging - defective charging cable

[AtkinsNJ]

I've only had my Sense a couple of months and it started showing an alert that is was charging slowly although it had worked fine before.  After trying some different outlets which the online help suggested as well as cleaning the contact points I noticed that one of the pins on the charger had retracted. After prodding and poking for a while it was freed but had no spring hence when connected it would simply retract and wouldn't make enough connection to charge.

To cut to the chase, I started a chat through Fitbit support and was asked to send a photo of the offending charger and subsequently was told via email later that day that a new charging cable would be sent under warranty but would take 5-7 days. My Sense was already down to 25% and I was in the middle of doing some health metrics so I ordered a compatible cable from Amazon which arrived the next day before my Sense powered down and the delivery from Fitbit arrive the following day - so now I have a spare!

The bottom line: Although the charger failed, Fitbit promptly replaced the part under warranty and I am a happy customer.

If you have a similar problem one extra thing to do is to check the pins on the charger cable.

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @AtkinsNJ. Welcome to the community forums!

Thank you for the information and for the troubleshooting steps you've followed. I also appreciate the feedback provided and I'm glad to hear that you're happy with the service received from our Support Team. 

Also, I was able to confirm that you reached out to them and they replaced your charging cable. If in case you still need further assistance or if you have any additional questions, take into consideration that you can update your case and they will be glad to continue working on it. 

Have a wonderful day! 

[Nelsonglo]

This is exactly what has been happening with my Fitbit Sense.  I did notice one pin on the charger was recessed.  Problem started with the "slow charging error" and then not charging at all.  I noticed I couldn't even get a battery reading when connected.  I didn't have those problems when I used my husbands charging cable.  I will be getting ahold of support services tomorrow.   Thanks for the help in the diagnosis of my charging cable.  

[Krish_2009]

Hello @AtkinsNJ, While it may say "Not charging" or "try a different power source" ignore those warnings. It will still charge regardless of the warnings. This usually occurs when you use the watch, the watch display turns on after receiving a notification while connected to the charger, etc. Even the smallest thing can set it off, like light changes. It will still charge so you are fine 🙂.

 Example of this on Versa 2

If this answer works please mark this post as a Best Answer.  ~ K.K Designs