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]

Thanks for your response, @DuckyDragonTame.

I'm glad to hear that your experience with Customer Support was nice. Thank you for letting us know that you received a discount on your next purchase.

See you around

[Anna12]

Who did you contact? My Sense is not even a month old and the screen went black.  

[readaway3]

You should be definitely covered under warranty.  Contact the customer service for Fitbit.  The 1-800 number should be listed on website.  Good luck!


Sent from the all new AOL app for iOS

[Gr4ndp4]

Hi, @Anna12 contact "Customer Support" here, use the chat facility or phone for a prompt response.

Cheers

[jannetteH]

Fitbit support

Sent from my iPhone

[readaway3]

I didn’t receive anything


Sent from the all new AOL app for iOS

[SunsetRunner]

You are lucky! I’m 4 days past the warranty and they said they’d give me a 35% off coupon since it’s past the warranty date. But no coupon actually in the email. They also thanked me for inquiring about my “battery issue” which is wasn’t a battery issue at all….. probably switching to an Apple store watch here!! Trying something different anyway to see if it lasts longer! One year and 4 days is NOT satisfactory. Not even close!

[Selvan]

I had the issue of my fitbit sense doesnt turn ON after my 40 min of swimming. it was all working fine even after my coming out of the pool. but from next day it didnt turn on. I tried charging for 2 hrs still battery showed 0%. then i tried keepin my watch under direct sunlight at my balcony with the back side facing the sunlight for 45 min roughly. Then when i tried to charge again and simultaneously pressing the power button and it TURNED ON....and its charging now and working fine. :-).

[Gr4ndp4]

Hi, @Selvan , welcome to the community, It's pleasing to hear you made progress with your problem. If it happens again clean the back of your "Sense" with rubbing alcohol and cotton wool, I also use a cotton bud with rubbing alcohol to make sure the little pits in the back of the "Sense" are clean. You should also check the 4 little pins in the charging cable pad to make sure they are free (they are spring loaded) and slightly proud of the pad surface.

Cheers

[MIZZJONI]

What's crazy is that they advertise that it's waterproof and technically it is NOT. You pay over $300 for something you expect it to work like it says it does! I was swimming for about 15 minutes and now it won't turn on. I guess that's Fitbit's way of making us buy another one. Which I will not! If it's not waterproof, then don't say it is! I will be moving onto Samsung Galaxy watch instead! Adios fitbit! 

[Gr4ndp4]

Hi, @MIZZJONI, welcome to the community, your Fitbit "Sense" is OK for swimming provided it is not damaged, I have been swimming for 90 minutes each day in mine for more than 18 months. The technical specification is Water resistant to 50 metres in depth. If your "Sense" will not turn on check it is charged, on the Today screen on your Fitbit app on your phone swipe your finger down and release, note the value next to the battery icon in the top right. . If it is not charged find out why (Check the pins on the charging cable - there are lots of posts about this issue) and look through Why isn't my Fitbit device's battery charging?  .

Once satisfied it is charged restart your "Sense" by squeezing the side button for about 20 seconds releasing it when the logo appears. After about 30 seconds it should be up and running again. If none of this works talk to "Customer Support" using the chat facility or phone for a prompt response, alternatively you can contact them via the Fitbit app on your phone. Bear in mind Fitbit's warranty is limited to one year and excludes accidental damage unless you have paid for the extension FPP which covers it for two years and includes accidental damage. You may be entitled to additional protection depending on local legislation.

I hope this helps.

Cheers

Cheers

[PaulMe]

@Gr4ndp4 

PLEASE don't refer to the Sense (or any Fitbit device) as being water resistant to 50 metres in depth. This is simply wrong and a dangerous misnomer that confuses people the world over. The Sense is certified to the WR50 standard which is a PRESSURE test ONLY. It IS NOT a water depth test.

As a SCUBA diver my diving watch (Suunto D6) is certified to 100 metres WATER depth - although I imagine it would flood well before that depth, as the recreational depth  is a maximum of 40 metres. The D9 is certified to 150 metres. Some technical divers do dive well beyond 40 (and even 100) metres.

You say you have been swimming 90 minutes a day for 18 months. Great! I'm happy you have had no issues with your device. MANY have over many years. Just search the Sense, Ionic and Versa(s) forums for water issue posts that haven't been removed. Still plenty there. I had a Versa 1 die after swimming as did my wife. I also suspect her replacement failed due to swimming, but can't be sure. The Ionic I had NEVER went near water and lasted until the recall. MANY Ionics died in water. All these devices are manufactured to the WR50 certification level. WR100 would have been MUCH better, with far fewer failures. Although with everything - there would still be the occasional failure in water.

[MIZZJONI]

This was the very first time wearing it in water. And I wasn't even in deep water. Like 4 ft.  My fitbit sense was recently replaced for the last one just quit working. So this one was newer. Now that the warranty, which covered my other one was over they'll do nothing about it. It's wrong. Should've never happened. 

[PaulMe]

I like my Sense, but It won't go near water or even the shower. Sweat from the gym is all it gets. My wife showers with hers. She knows the post warranty risk, I've discussed it with her. Her choice.

I won't risk it, even in warranty because of the hassle getting it replaced. Sad, but I accepted this when opting for the Ionic recall replacement option, rather than compensation and moving brands.

[MIZZJONI]

I normally don't wear it in any water either. I forgot to take it off at a Waterpark. Never again will I buy something that isn't 100% waterproof. Thanks for the info though. 

[Gr4ndp4]

Hi, @PaulMe, Yes I'm still swimming with the same "Sense", a steady 20,000 metres (that's 12.5 miles in real money) a week. The "Sense" is programmed to record swimming How do I track my swims with my Fitbit device? clearly describes how it all works. The environmental limitations are clearly described in the manual -

Environmental conditions

Operating temperature	14° to 113° F (-10° to 45° C)
Non-operating temperature	-4° to 14° F (-20° to -10° C) 113° to 140°F (45° to 60° C)
Charging temperature	32° to 95° F (0° to 35° C)
Water resistance	Water resistant up to 50 meters
Humidity range	While Fitbit Sense can operate in humidity conditions between 0% and 100%, we recommend not operating in conditions over 60% for prolonged periods of time.
Maximum operating altitude	28,000 feet (8,534 m)

It's OK to swim with your "Sense", yes there are a number of posts about defects that cause failure, these are in their nature self-selecting (only help seekers post here) and it's a pity they occur. Fitbit has a limited warranty for 1 year, excluding accidental damage which can be extended to 2 years and include accidental damage if you buy the FPP. Wearables lead tough lives, there are no unlimited warranties.

Cheers