Sense won't charge

[atmvoice]

My Sense 2 will only charge when it is shut down (turned off). If I put it on the charger when it is on, the charging percentage shows up for about 2 seconds and it stops charging.

When it's turned off, it will charge at the normal pace with no problems. I cleaned the holes and charger pins -- and obviously they are all OK since it will charge while off. I've tried a charging cord from my wife's working Versa, and I've tried multiple charging bricks.

Any ideas for a fix? Seems to be software...maybe a factory reset? Or...?

Moderator Edit: Clarified subject

[Guy_]

Hi @atmvoice - your post is moved to the Sense 2 forum.

The behaviour you see is normal, in that the charge level only displays briefly when on.

You can verify this by syncing the watch first and seeing what the battery level is in the app. Put it on charge for 30 minutes, sync again and note if it changed and time of last sync.

Also double tap the watch and it should display current charge level 

[MarreFitbit]

Hi there, @atmvoice. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Sense and taking the time to troubleshoot it before reaching out here. @Guy_ Thanks for your help and advice!

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

[atmvoice]

This is a Sense NOT a SENSE 2. No, the behavior is not normal. As my post says...it stops charging after about two seconds. The charging level does not increase whatsoever in the app (sometimes decreases a percent or so) when it's left on the charger when it is on. Double tapping the watch DOES NOT display the current charge level. Again, like the post said, when placed on the charger while on the charging percentage shows up for about 2 seconds and it stops charging.

The customer service response was anything but customer service. Understandable why there are so many unhappy customers in these forums. 

[Guy_]

@atmvoice- if you can't get the battery level showing by double tapping while charging, it is odd.

With it charged and syncing try changing the clock face from the watch or the Fitbit App.

Then try charging the watch with it not switched off.

Also try with the phone Bluetooth switched off.

As a last resort charge it fully again when the watch is off, then start it and perform a factory reset and set it up again. It may just do something, though when a watch has a fault it is often a reason for it to behave oddly.