Sense won't turn on after swimming in the pool

[Herlan]

My fitbit sense suddenly won't turn on after being on my wrist today while swimming in the pool. The side button is not responding even when my charging cable is connected. I got mine last October 2021 after upgrading from Inspire. How can I fix this?

Moderator Edit: Clarified subject

[EdsonFitbit]

Welcome to the Fitbit Community, @Herlan.

I'm sorry to hear about the difficulties you experienced with your Fitbit Sense. Thank you for the information provided.

I noticed that you've been in touch with Customer Support. I'm pretty sure they've done their best to provide a high level of support. Thank you for your patience while dealing with this situation.

Have a nice day.

[Brendaolson]

I have the same issue.  I was swimming with my Sense.  It worked for about an hour after and I’ve been trying for 4 days to get it to tune on. 

[Brendaolson]

*turn on

[PaulMe · Accepted solution]

 "How can I fix this?"

You can't. Fibit products are certified to the WR50 standard, which simply isn't robust enough for watersport usage. They should be manufactured and certified to the WR100 standard.

Towards the end of the following wiki explains in a bit more detail.

Water Resistant mark - Wikipedia

Whilst the Wiki says WR50 is suitable for swimming and showering, I think there is a risk. There is ALWAYS a risk. I have a Suunto D6 dive watch/computer that ended up with a small amount of water ingress at under 40 metres - even though it is certified to 150 metres, so nothing is fullproof. Certainly not Fitbit devices. 

I've had a Versa1 fail during/after swimming. The wife had two Versa 1's fail after swimming.

I recently had an Ionic (deactivated after the voluntary recall) that I didn't risk swimming with, or even showering with. It was fine after 4+ years.

I realise these devices are sold as for water sports. So this is an issue in itself for many owners?

My advice... swim with the device until near the end of the warranty period. If you choose to swim (or shower) with it post warranty, do so at your own risk, AND be prepared to accept that risk!

I still haven't decided if I will swim/shower with my Sense since receiving it less that 2 weeks ago. My wife uses hers in the water. It's out of warranty.

Given that there are fewer complains of waterproofing fail on the Sense forum compared to the Versa1 and Ionic forums, suggests that the Sense is better protected. This is likely due to not having 3 physical buttons for water to potentially enter as for the Versa and Ionic devices. There is still a risk through the back and screen though.

[EdsonFitbit]

Welcome to the Fitbit Community, @Brendaolson.

Thank you for the time you spent trying to resolve the issue with your Fitbit Sense before contacting us.

According to our records our team has recently provided assistance to your case via email. Hope that your issue is resolved as soon as possible.

@PaulMe Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

Have a nice day.

[Herlan]

@EdsonFitbit Before, they said that they'll get back to me after a 48-hour process but now, it has been 10 days and no update was given to me. I also emailed for a follow up few days ago but I haven't got any answers back.

[Brendaolson]

I’m lucky… mine was still within the 1 year warranty period so they are
sending me a new Sense.

[EdsonFitbit]

@Herlan Thanks for your response. Our records indicate that Customer Support replied back to you today. For more information, please check your inbox or your spam folder.

@Brendaolson Thank you for the update. I'm glad to hear that a replacement Fitbit Sense is being sent to you.

See you around.

[Herlan]

@EdsonFitbit got it. Will I have to shoulder the delivery fee?

[Brendaolson]

I didn’t have to.

[Herlan]

Got my replacement today. They got me extra bands and charger.

[EdsonFitbit]

@Herlan Thanks for the update.

I'm glad to hear that you've received your replacement.

@Brendaolson Thanks for your comment.

On another note, you are welcome to visit the Health & Wellness board to talk with other members about health and fitness.

See you around.

[PaulMe]

Got my replacement today

Consider carefully if you're going to shower or swim with it on. I guess you have the protection of the original 12 month warranty period if you do. 

I can't bring myself to dunk mine in water. A bit sad really, but I want it to last.

I'm loving the 7-8 days battery life. I guess that will slowly wain though.

[Clove6060]

I can't bring myself to dunk mine in water. A bit sad really, but I want it to last.

I’m with you. Not comfortable at all getting mine wet.

[Herlan]

Me too, I don't wear it everytime as I'm scared to get it wet. When swimming, I am now switching back and forth with my Inspire that I bought years ago. It is still good until now even if I wear it while bathing everyday and diving underwater plenty of times. My Sense replacement is more responsive in terms of touch latency and I don't know if my previous Sense already have problems before it got its water damage.

[DuckyDragonTame]

Did they have any troubleshooting on this? Mine is well out of the 12 month warranty, and just did this same thing last night... I put it in swim mode to lock the haptic button when I went and sat on the steps of the pool and it wouldn't unlock. I ended up setting it aside and trying to reboot it later and it won't even do that. I have nothing but a black screen and zero response from the haptic button. 

[EdsonFitbit]

Hello everybody, thank you for visiting the Fitbit Community.

@DuckyDragonTame In this case, I would recommend following these troubleshooting steps to resolve battery issues.

If you followed our recommendations without luck, the best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Have a nice day.

[DuckyDragonTame]

The battery is fully charged. I had charged it just before swimming and
left it on the charger after, no dice.

[DuckyDragonTame]

After chatting with Support via Twitter, I ended up having to replace the device. Support did help me out with a discount since I was out of warranty, which was nice.