Sense won't charge

[Sam0ny]

I've had my sense for less than a year and I LOVE IT. I went swimming, which I have done with it before, and I realize later in the day it wasn't Turing on. I was mostly floating around in the Gulf. I went home to charge it and the screen remained blank, but the device got SUPER HOT. I cleaned the pin holes and where the wrist band clicks in but it's still not charging and getting hot. 

Moderator Edit: Clarified subject

[LiliyaFitbit]

Welcome to the Fitbit Community, @Sam0ny.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and recommend getting in touch with our Support team so they can evaluate your device's behavior and help you with this matter. Click here to get connected with them via chat or phone.

[CK007]

This same thing happened to my Sense, but I haven’t been in the water with it. Fitbit refuses to replace it, even though their representative said they would. Now they’ve ghosted me. 2 emails and they won’t respond. This is clearly an issue, as Health Canada has recalled another one of their models for overheating, causing burns. 

[LizzyFitbit · Accepted solution]

Hi there, @AndyC1971. Welcome on board, @CK007.

@CK007 and @AndyC1971 Thanks for joining this thread and letting me know about your watches. I understand your concern as this isn't the type of experience that we want you to have, and appreciate your feedback. I went to check your details and it seems our Support team is already providing you with assistance. They have access to your details, so please keep an open communication with them.

[CK007]

Thanks. After posting this, Fitbit reached out and are now replacing my Sense. 

[LizzyFitbit]

Hi there, @CK007.

You're welcome, and thanks for keeping me posted. I'm glad you're going to receive a replacement for your Sense and I hope you can keep crushing your goals. If you need help to set up your other watch, please see this help article.

[Ronald01]

Hello all, my Fitbit Sense wouldn’t charge.  With the help of the community I found that a pin on the charger had sunk. When I engaged in a chat session I was told there was no easy fix for the faulty pin.  A new charger was promised and I have received notice that a replacement was being dispatched from Hong Kong, all the way to New Zealand.  Any guesses how long that might take.  In the meantime my fitness records have been rendered useless after some four weeks of use!

So get on the chat channel and explain your situation. Ciao.

[hathawm]

I had exactly the same issue yesterday, screen when black and the device gets very hot when I try to charge it. Unfortunately I am one year and 6 weeks past my purchase date so the one year warranty expired 45 days ago. Fitbit customer support has offered me a 35% discount on a new watch, but that's small consolation for the loss of a nearly $300 premium smart watch after 13 months. This seems to an unusual, but not rare, problem with the sense. Very disappointing.

[Guy_]

Hi @hathawm  - it shows the sign of water having got in.

If that is not the case it could be a sparking withe charger from poor contact.

No harm in giving the 4 holes on the back of the watch a good clean and checking the charge cable for fauls. See more details in How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[dannomma]

Same! I woke up today, saw my Sense was under 30% charging and thought would put it on charge since i use sleep tracking regularly, i come back an hour later and see that there is "Temperature" logo on the screen, I disconnect the Sense from the charging cradle and it is burning hot! I swear if i had held it for a few second i would've burned my hand, Don't even know how Fitbit allows their devices to get that hot before cutting off the power.

Anyway, I let it cook down, and put it back on charging this time i see a "0%" indicator, leave it for 5mins, realise its not charging since it hasn't turned on and is hot again. Now it doesn't even charge the device, No life at all. Not even the pc recognises it (Which usually is a way to check if your fitbit is even working). So I call the customer support number, they guide me through some diagnostic steps, No luck. Then they say they will email me with further support and options, 15mins later i get an automated email of "Hey, here's 35% off coupon, which you can't use on x,y and z devices" thats it. Literally nothing else, What is the point of buying a fitbit if it doesn't even last a little about an year, A flagship fitness tracker that doesn't even stay in working condition for that long........the old fitbits were built different, I still have a charge 2 thats going strong. Also, This is keeping in mind, that i never take my fitbit near the water, not even showers, the most water my fitbit sees is me washing my hands.

At least have the courtesy of providing proper support to your customers, I don't know how they justify the "35% off" coupon, so we just buy another fitbit for it to go bad say in the next 15months? And this is not a one off issue, the community is flooded with similar issues, so we know its not an isolated issue. The least they can do is provide a replacement, If not upgrade to an issue free device. Honestly this experience was very disappointing as a Fitbit fan. @LizzyFitbit @LiliyaFitbit Tbh I think you guys should look this up, Having devices that are a safetly hazard, almost burning people....and ones that go bad just after the warranty period......pretty disappointing.

[LizzyFitbit]

Hi there, @dannomma. Welcome on board.

Thanks for the detailed information, and your efforts while contacting our Support team. I understand where you're coming from and I apologize for this experience. Every feedback shared in the forums helps us to evaluate our procedures, and improve our services, and your comments are truly appreciated.

I went ahead to check your details and I noticed you created a new case with our Support team. It seems they're providing you with assistance about this situation, so please keep an open communication with them.

[Yzeyes]

Have had the same issue. Pin dropping. Fortunately I've opted for the replacement warranty with Noel Leeming here in NZ. I'm now on my third replacement. Seems to last 6 months tops. Told the salesman today when I picked up replacement I'd see him in 6 months time. Not good enough FITBIT. This is a known issue and refunds should be available. 

[robinbarth]

My Sense won’t charge at all. I haven’t been in water, just regular use. It’s clean, charger is clean, but no charge at several outlets tried. I’ve tried contacting customer support but get error messages. Very disappointed. 

[Yzeyes]

Robin. Check the 4 pins on the charger are still sticking out if that makes sense... Excuse the pun. If one has dropped it won't charge. 

[AndyC1971]

Are all 4 pins on your charger sticking out or has one stuck?. I regularly have to buy new fitbit chargers as the pins stick. It's a commonly reported issue. Chargers only last a couple of months at best in my experience. 

[SunsetRunner]

I have the same problem, don’t know what to do now 😞😞😞. 

I’m in South Africa, not sure if they will be able to help me. 

[Guitarbilly]

This is what they do… happened to me with my Versa 2. Their customer support is terrible. A supervisor that I was escalated to answered her phone on a busy city street. That’s the only deal “they are allowed” to offer supposedly. I am hear reading because my Sense I bought with that deal is now failing to charge. 

[Guitarbilly]

In my case I can see that a pin is stuck on my charger.. didn’t realize that they retract? Tweezers and graphite to fix?…. Idk

[Guitarbilly]

So… inferior charger design for a premium watch. When the pins retract and won’t come back out it’s because a spring inside has failed. Only option is a new charger.. FitBit Help… please be better this time with your customer service.

[Guitarbilly]

How long did it take? My charger had a pin fail.. found it thanks to your post!