Sense won't charge

[Patriciaalvesp]

Hello. I bought a Fitbit Sense 1 month ago and last week I let the batery drain to 0%. I have been trying since then to charge it by following the instructions in the troubleshoot page, but nothing seems to work and the watch is dead. The charger seems ok since I was able to use it on another Sense, so I've run out of ideas.

Tried contacting someone from the support via chat but it seems that line is busy. Is there anyone I can talk with, about getting it replaced?

Thank you, Patricia.

Moderator Edit: Clarified subject

[Guy_]

Silly question, did you do a start with the button?

Start the watch

[Hold the button till it vibrates or logo appears]

Wait for the clock to reappear.

Also, if the screen has a problem and its been on charge, does the app sync? [which will tell you if it is alive]

In the phone Fitbit App

Click on profile photo [top left]

Device photo [middle left]

Sync -

See when last synced

Try refresh by touching circle

it should say "a moment ago"

If all else fails probably best to try again to contact Fitbit Support directly. They may be able to help you.

[MarreFitbit · Accepted solution]

Hi there @Patriciaalvesp, welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Sense before reaching out. I understand how you must be feeling. 

Please confirm that you've followed the troubleshooting steps provided in this help article Why isn't my Fitbit device's battery charging? If you have so, at this moment, we’ve reached the limits of what we can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We're sorry for the hard time you had while reaching our Support Team, due to recent events affecting our operations, support options are limited and wait times are longer than usual.