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Sense won't charge

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‎12-13-2020 20:04 - last edited on ‎12-14-2020 09:53 by Fitbit Moderator

‎12-13-2020 20:04 - last edited on ‎12-14-2020 09:53 by Fitbit Moderator

I spent 329.00 and have had nothing but trouble. This is my first smart watch purchase. Restarts and will not charge.

 

Moderator Edit: Clarified subject

Best Answer
0 Votes
5 REPLIES 5

‎12-14-2020 09:50

‎12-14-2020 09:50

@Cbella16809 Hello, have you tried performing a factory reset on the device?  If your Sense is not dead, you can do this by going into Settings > About Sense > Factory Reset.

 

If your Sense is dead and will not respond at all or charge, I'd recommend you contact Customer Support.

 

Best of luck!

Heather | Community Council | Eastern Shore, AL
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.
Best Answer

‎12-14-2020 09:52

‎12-14-2020 09:52

Hi @Cbella16809. Welcome to the Community Forums.

 

Thanks for the information provided and I'm sorry that you're going through this experience with your Sense. Let me share that our team has received reports about the Sense restarting by itself and they're looking into this to bring a solution. To receive updates about this issue, please visit this thread. Be sure that your feedback won't be taken for granted.

 

In regards to the charging issues, do you feel a vibration when plugging your watch in the charging cable? Also, does the screen turn on? I'd recommend to give a try to the suggestions described in this help article and let me know how it goes.

 

Look forward to your response.

Best Answer

‎12-14-2020 10:26

In response to Heather-S

‎12-14-2020 10:26

Yes restarted myself and the watch continues to restart itself. It will not take a charge and was very glitchy when I tried. I could feel and see that it tried to charge and then it quickly went away. My watch has now totally ran out of charge. Also I was able to get a video of my screen shaking and having green lines on it while trying to charge. This video was sent to fitbits tech support. I’m leaning more towards a defect in the charger since most of these problems have happened when trying to charge. 

Best Answer

‎12-15-2020 09:23

In response to Cbella16809

‎12-15-2020 09:23

Hi @Cbella16809. It's good to see you here again.

 

Thanks for your efforts while troubleshooting your Sense. Because this shouldn't be happening, I went ahead and contacted our Support team about this situation, however it seems that you already have a case created with them. I was told that your case is under review and they'll sent you an email shortly with more details. Please keep an eye on your inbox.

 

See you around.

Best Answer

‎12-15-2020 14:41

In response to LizzyFitbit

‎12-15-2020 14:41

I purchased a new charger off Amazon and my phone fired right up to take a charge. It has only been a half hour and my phone is fully charged and appears to be working well. The screen is no longer shaking and everything appears to be back to normal. Faulty charger? 

Best Answer