Sense won't charge

[DPB3]

My Fitbit won’t charge. I’ve cleaned the device and the charger as directed in instructions but still not charging. What else should I do?

Moderator edit: subject for clarity

[Guy_ · Accepted solution]

There's a common problem with the Sense chargers, where the 4 pins are not equally prominent, so don't make good contact.

Probably best to contact Fitbit Support directly. They may be able to help you with a replacement charger.

[DPB3]

That’s really helpful- thank you

[WilsonFitbit]

Hello @DPB3. Welcome to the community forums! @Guy_ It's nice to see you around and thanks for your input! 

@DPB3 Thank you for the information and for the troubleshooting steps you've tried. I was able to see that @Guy_ provided information about your inquiry and if it was the answer you were looking for, I recommend marking the answer given as the best answer. By doing this, other users with a similar inquiry will find a faster response. 

See you around. 

[cfgod]

I have the same problem. 

[Cigarmac]

Three of my pins stick up, but the fourth is pressed in. Fitbit Sense will not charge. Thanks for posting this which caused my to look at my charger. Unfortunately, Fitbit is closed on weekends. Guess I'll call Monday. 

[cfgod]

Many thanks for some reason it charged overnight. Very odd

Sent from my iPhone

[WilsonFitbit]

Hello @cfgod, @Cigarmac. Welcome to the community forums. 

Thank you for the information. @cfgod I'm glad to hear that your Sense was able to charge and now it's up and running. 

@Cigarmac I was able to see that you have reached out to our Support Team and they will send a replacement charging cable. I hope you can receive it soon, so you can continue tracking towards your fitness goals. 

See you around. 

[Cigarmac]

Thank you. The post about 4 pins being prominent on the Sense charger was right on. I only had three pins “up” so no charge could occur. The Fitbit Forum is very useful. Mac

Sent from my iPhone 8

Moderator edit: personal info removed

[WilsonFitbit]

@Cigarmac Thank you for your reply. 

Nice to hear that the information that was shared in this forum, helped. 

Have a wonderful day! 

[SallieMIA]

Hi. I actually bought a new charger - as I wrote in my post - and it doesn’t work either. What options are there? Can i get a replacement? I bought it less than a year ago. Thank you for your response. 

S

[Cigarmac]

You should contact the Fitbit Support Team or Try:  https://myhelp.fitbit.com/s/support?language=en_US  They were very helpful when I explained what I really needed, though I had to go through their standard procedure of "did you do this" YES, "did you do that" YES, etc. Only takes a little time, and then they can fix the problem, send you what you need, etc. My Sense was only 6 months old, so still under warranty. 

[Guy_]

Hi @SallieMIA - If you bought a new charger that connects to the watch and it still doesn't charge have a look here.

[WilsonFitbit]

Hello @SallieMIA. Nice to see you around! @Cigarmac, @Guy_ It's great to see you around and thanks for your input! 

@SallieMIA Thank you for buying a new charging cable. At this time, I'd like to let you know that I was able to see that you received assistance and information about how to get in touch with our Support Team in this thread. Note that they will be able to review your options and get back to you with more information. 

If you still have additional questions, I'd recommend replying back to your original thread, this way we can keep our forums organized. 

@Cigarmac I am also glad to hear that Support was able to help you. 

See you around. 

[tle4]

This problem affected me, too, twice. I had one Sense charger replaced about a year ago (it was still within the one year warranty). It happens again, today. The symptom is the same (stuck pin at one corner). I just called in support; I'll be receiving a free replacement charger cable (thank you Patrice!) By the way, the support experience has been great this time (last time, it was more like a wrestling match with the support rep!)

[thesimbadogg]

I've received a replacement charger, asked for another one this week and two different support reps told me I'm out of warranty (by 3 months) and to buy another charger myself.

This angers me more than anything. There many people who have complained about the same exact problem. It's not user error it's a problem with their product design. Instead of taking care of customers they will ask you to give the company more money buy buying another charger that will inevitably fail.

After having this sense, versa, charge 2, fitbit one and fitbit aria scale this is the last time I will ever buy a fitbit product or recommend them to any of my family or friends. 

[eezeepee]

So your first post in the Fitbit community is to announce you're leaving? 

Okay. 👋🏼

[Shaner36]

My fitbit sense has not charged all week.  Only 6months old and the troubleshooting is not working. I tried cleaning using a bit of alcohol. Does updating software or firmwire correct this issue? Really disapponting to get battery problems on fitbits premium device

[DM58]

It makes me angry that a $400 watch has a $2 strap and a charger that often won't work. The price this device costs it should have a quality strap and a charger that WORKS!

[Cigarmac]

Check the 4 pins on the charger. They should be the same height. I had one push in a little which prevented charging. Fitbit replaced it under warranty and is aware of the problem. A new charger is about $20 and I bought an extra one in case this happens again. Dr. Mac