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. 

[BexDuffy]

I'll try that if mine starts acting up again! Thanks for the tip!!

Sent from my iPhone

[Gracehaven0126]

Go to https://myhelp.fitbit.com/s/support?language=en_US  and choose a way to contact them.  I have the same problem and when I called and described everything I had tried they said they would send me a new sense. 

[nathanm66]

Thanks.
I actually did not destroy it, but wanted to.
I did try taking a strip of tape to remove anything that was stuck on the 4 nodes.
I still have it, and will try that contact approach.

[Evanford]

Hi all, just wanted to report that I have now joined the club.  My Sense was having battery problems lasting only 17 hours.  Now it won't charge at all.  What a piece of junk. 

[Sinsual]

I bought my sense after having a versa for several years. I am not pleased with the quality of this device. It's not even three months old and it's not charging which means I'm missing data every day and it took them six weeks to get me this new watch after my Versa died. Cleaning it does not help and changing bricks does not help. I can't change the charging cable because I don't have any others that have that weird Square on the end. Let me know if they come up with something that actually works cuz restarting is not doing the job.

[motoscribble]

One thing I have noticed with my Fitbit Sense as well as my old Iconic was using external USB chargers caused both watches to do weird things after using them. What seems to work without any issues is plugging into my computer USB port. Both watches charged faster and show no issues with charging.

Issues I've encountered using an other plug in the wall USB adapters and I've tried many of them. Watch appears to charge but holds no or little charge. Causes watch to lock up and needs a reboot to get it functioning properly again. Holds a partial charge and then locks up during use requiring a hard reboot to get it functioning properly again.

I have asked Fitbit numerous times to address these issues with no answer ...... EVER!

Try using your PC and see if that solves the problem. The Fitbit team have been useless on this issue.

[fuadmonsoon]

Why many of Sense watches are faulty?  I'm thinking to buy one but I'm scared after reading all these comments. I'll be brought it from USA to my country using my local epxress delivery service, which means I'll not be able to return it and go through such procedure. I live in Azerbaijan. I can't decide now what to do. I want that watch.

[fuadmonsoon]

@WilsonFitbit @DavideFitbit  ☝️🙄 I need encouragement or safety tips 

[lbritain50]

I’ve had my Sense 3 weeks and the charger went bad. It would not charge no matter what I did. I cleaned the Fitbit and the charger with alcohol and still it wouldn’t charge. Then I discovered one of the pins on the charger was stuck in the down position so it was getting contact from only 3 pins. I bought a new charger at Target and it charges just fine now. The sense itself, is superb! I absolutely love it! The chargers need to be revamped as most are defective - but the Sense is great!

[Gracehaven0126]

Thanks - Fitbit replaced it and it's working fine now.

[Kristi418]

Mine will not charge anymore either. 😞 I’ve been a diehard Fitbit user for years. The flex was my first version. I think I bought the day it came out. Lol! Since then…charge, surge, blaze, versa, and now sense. I have the aria scale too! The sense has been the most problematic, unfortunately. I cleaned contacts, changed chargers, outlets, held the restart and no luck. Bummed out…

[CurlyArrow]

This worked for me. I used nail varnish remover and cotton buds to clean the small circle contacts on the back of my Fitbit.

[danceralamode]

Thank  you for this. I had to replace my Ionic because a sensor on the back was damaged. My Sense has been working fine for months, but I noticed occasionally it wouldn't charge. I'd make sure it was plugged in and then it usually did. Now I can't get it to charge at all, and at first I thought it was the watch, but I looked at the charger and saw one of the prongs is stuck. I tried cleaning to see if that would release it, no, nothing. I just ordered a new charger. Hopefully that fixes it. But it does frustrate me a little because I'm so used to having my watch on! 

[Matti2d]

I'm having the same issue. I purchased the Sense on Ebay, "brand new in box" but customer support will not honor the warranty and the watch charges intermittently. This is so frustrating because I loved my Versa but am so disappointed in Fitbit's lack of customer support. There is clearly a design flaw with the Sense and they will not acknowledge it.

[BluebelleNY]

I have no issues now that I keep the contacts clean.  A paper clip cleans out the 4 holes where the charger connects.

[lbritain50]

I use a cotton swab dipped in alcohol and clean the contacts - keeps them working like new.

[Sinsual]

The problem isn't on the Fitbit side, it's on the charger side where one of the pins keeps recessing into the unit and can't make good contact with the device itself. They need to fix it so that it's not possible for two recess in.Sent via the Samsung Galaxy S10+, an AT&T 5G Evolution capable smartphone

[markedmond1]

Is this a general problem as my fitbit sense is not charging-I tried different USB cables and outlets and tried the restart procedure and washed the contacts with alcohol but it still refuses to charge

[hauhl]

I have the same problem.  It looks to me that one of the prongs of the charging cable is retracted. I can't get it out.  Truly bad design.  I am ordering a new cable now and hope it will do the trick.  It really is amazing that Why isn't my Fitbit device's battery charging? isn't even mentioning this -- from comments on Solved: Fitbit Sense won't charge - Fitbit Community, it appears to be the number one reason for why it is not charging.  Check it!  

[dmatson]

I had this inability to charge issue with my 8 month old Sense. Cleaning with alcohol worked for a bit but then would not. I took a pic of the contacts and zoomed in to see that the contacts were gunked up. I cleaned/carved them out with a fine pointed tweezers. I'm back to charging without an issue. Maybe this will help some.