Sense won't turn on after factory reset

[christopher2033]

Hi, I recently purchased my Fitbit Sense and I factory reset it, but now it won't turn on. Is there anything I can do?

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @christopher2033. Welcome! It's good to see a new face around the forums.

Thanks for every step tried on your own and I'm sorry that your new Sense isn't turning on correctly. This isn't the experience that we want you to have with this new watch and after contacting our Support team, I was told you already have a case created with them. It seems you're receiving assistance via email, so keep an open communication with them as I'm sure that they'll be happy to continue assisting you the same way I will be if you need anything else.

Hope to see you around more often.

[Radar]

The watch has been giving me inflated stats for stairs. Did a reboot, that didn’t help. Followed the instructions for a factory reset and now it won’t turn back on again.

Have tried live chat but the site keeps crashing and I’ve have to explain the entire process again to a new agent. 

Very frustrating and disappointing for this to be happening to a brand new, 3 week old, bit of tech, and that too one that is supposedly top of the range!

[Radar]

Hiya,

Did you manage to resolve the situation, @christopher2033? If so, could you please help as I’m experiencing the same problem. 

Many thanks 

[Rich_Laue]

I would try a restart, or plug into its powered charger. Either way should work. 

[LizzyFitbit]

Hi @Radar. Welcome to the Community Forums. @Rich_Laue, it's always great to see you around and thanks for your great help.

@Radar, thanks for sharing that your Sense isn't responsive, and for the steps tried prior to posting. I'm sorry that you're going through this situation with your new watch, as well for the issues experienced while contacting our Support team. To work on this together, could you confirm if you've tried the troubleshooting tips described in this help article? Do you feel a vibration when pressing the side button? Also, is your watch able to sync even though there is nothing displayed on the screen? Please confirm this information so I can investigate on my end and get you in touch with our team.

By the way, I've moved your posts to this new thread so we can keep our forums organized.

I'll look forward to your response.

[Radar]

Hi @LizzyFitbit

I managed to get it to work eventually — left it on the charger overnight and that seemed to do the trick, even though the battery was at 92% when I did the reset. This is not ideal, especially considering the price of the watch, and that it isn’t even a month old! Honestly, I’m hugely disappointed and have major concerns for the longevity of the watch. 

[LizzyFitbit]

Hi @Radar. I'm glad to see you here again.

Thanks for sharing that your Sense started working again after charging it overnight. I understand where you're coming from about your watch being unresponsive, even though it had battery left. This isn't the type of experience that we want you to have and while this shouldn't happen again, your feedback will be passed along so our team can work and improve our products and their performance.

I'll be around if you need anything else from me.