Sense won't charge

[isunism]

Hi everyone, I don't have a Twitter and it seems like that's the only way to contact customer support so I'm coming here instead. I have tried multiple outlets, charging blocks, and USB connections to get my Sense to charge and it will not. It did slow charge the other week but now, even when the charging screen pops up, it loses battery.

I just plugged it in at 9% (I've been trying to charge it since 27% yesterday), the charging screen popped up, and when it warned me it was slow-charging, it was down to 8%. No matter where I plug it in, I get a warning that it is slow-charging but then it has inevitably lost battery by the time I return to it.

I've tried for days to get it to charge and it's incredibly frustrating. I have read other forum posts and tried all that is recommended.

How do I contact customer support directly? Thanks in advance. 

[Rich_Laue]

Sounds like it might be a bad charging cable or dirty contacts isopropyl alcohol on a piece of standard paper will clean it nicely. 

As for contacting Fitbit tap your picture in the top right to open the slide out menu, then tap contact fitbit. There also is Facebook 

[DavideFitbit]

Hello @isunism, welcome back to the Community forums, I'll be glad to help you with this. 

Thank you for the information provided regarding the new Fitbit Sense that is not charging properly. I'm sorry to see that you've been experiencing this problem. 

If this is related to the battery or the charging cable, could you please confirm if you've followed the steps provided in this article to resolve problems with Battery not charging? 

If the device is charging, but the screen is completely black, make sure that you've also completed the restart procedure: Press and hold the button for 10 seconds until you see the Fitbit logo on the screen, and then release the button. 

Regarding your question on how to contact Support, I can certainly send them your information if you already tried all the steps mentioned earlier, or you can also contact them here. 

Please keep me posted on the outcome.

[isunism]

Hello Davide!

Thank you for your response and the direct contact you provided. I couldn't find that before but I'm sure it was in an obvious place. I have followed all of the steps to no avail and checked all the listed potential problems to no avail. My fitbit is now utterly without charge, although it had been plugged in through the night. I will contact customer support. I've been so excited to have a new fitbit to support a healthier lifestyle and being more on top of good habits and routines, so I'm hopeful that we can get this resolved. Thanks for your help!

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Thank you so much, Rich! I appreciate your help. I will try cleaning it again with alcohol this time and see if that changes anything.

[DavideFitbit]

Hi, thank you for your reply @isunism!  

Sorry for the late reply and to see that you continue to experience the same problem with the battery of your Sense watch. I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon.

Please keep me posted on the outcome and let me know in case you have any further questions. 

[Amanda114]

Mine stopped charging as well.  I had it plugged in last night, thought it was charged, and saw it at 6%.  I plugged it in, saw it wasn't charging, did a restart, still no charge.  Changed outlets - nothing. Cleaned everything - nothing.  This is not a cheap watch and I have had it less than a month.  I am disappointed. 

[isunism]

Customer support contacted me and said I was within warranty so I sent it back, but I haven't heard anything back regarding a new one? I'm very confused and unsure of what to do next but I'm planning on calling. Hopefully, a fitbit representative responds to you with support!

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Hi Davide! I sent the watch back as instructed but haven't received word that its been received or any next steps. Do you know what I should do next? I'd like to have a replacement watch so I can continue participating in the best of fitbit's services. 

[DavideFitbit]

Thank you for sharing this update @isunism, I'm sorry for the late response and to see that you still haven't received the replacement. 

All shipments would be handled by the Customer Support team, so I've sent them your information for further assistance, but it seems that you already contacted them about this. 

Let me know if you have further questions. 

[WehuttyWanker]

Have you had access to another charging cable? That sounds like it well could be the issue.

[Lia3]

Same here!!!

[DavideFitbit]

Hi, welcome to the Fitbit Community forums @Lia3.  

Thank you for sharing that you've been experiencing the same problem with to recharge your Fitbit Sense. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. 

Let me know if you have further questions. 

[martgs]

Hello David

im having as well the same problem. I bought it a week ago and I could not charge it. Now no battery at all. I have followed the suggestions from the article and nothing. What should I do now? Thanks

[Lia3]

Thank you DavideFitbit!

[DavideFitbit]

No problem @Lia3! 

Thank you for sharing this update as well and confirming that you already tried all the suggested troubleshooting steps @martgs , I've sent your information to the Customer Support team, but it seems that you already got in touch with them about this and they're providing you with further assistance. 

Have a nice day! Let me know if you have further questions.  

[LeonLo]

I'm having the exact same problem, tried everything and been crazy careful with the watch. When I have it in the charger it says "slow outlet", switched connectors, tried other outlets, same problem. =/

Had it for about a month

[DavideFitbit]

Welcome black to the Community forums @LeonLo.  

Thank you for sharing that you've been having trouble with the Sense watch that is not charging and that you already tried the suggested troubleshooting steps. 

I've sent your information to the Customer Support team as well for further assistance, so you should be getting a reply soon.

Let me know if you have further questions.  

[TJGrix]

I bought my Sense on Oct 12th - got it the 14th. For the first time, it has stopped charging. It’s at 26% (but I want to wear it to bed tonight, so it will be lower tomorrow.)

I cleaned it, plugged it in different outlets (still says slow charging), restarted it...still 26%.

What’s the next move?  I really need it to work.

[Amanda114]

Contact customer service ASAP. Mine died thr end of October and I am still
waiting for a replacement.

[DavideFitbit]

Hi, thank you for sharing that you've been having the same problem with the watch that is not charging @TJGrix. Sorry for the late response. 

Thank you for confirming that you already tried the suggested steps earlier. I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them.

Let me know if you have further questions. 

[nathanm66]

Hi, I am having the same issues with the Fitbit not charging at all. I charged it to 100% on the night I opened the box. For the past 3 days I have been following all of the steps with no success. Since the last date of any posting is almost a month ago, what have been the observations of those who returned their Fitbit? What is the probability that the cable for the charger is faulty? 

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