Sense won't turn on

[Janabanana512]

I have been a customer since 2015. I have owned many fitbits. I am not buying another one. My fit bit will not come on. In the app it says its at 17% charged. I took it off to swim. When I got home I put it on the charger because I knew it was low.  Won't charge and won't come on. Sigh.

Moderator Edit: Clarified subject

[Guy_]

Hi @Janabanana512 - just in case it's still ok see instructions in How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[MarreFitbit]

Hi there, @Janabanana512. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Sense is not turning on. I understand where your concern is coming from. We're here to help you!

As a first approach, please note that sometimes a Fitbit doesn’t seem to be charging when actually the issue is that it has become unresponsive (this can happen if the battery has been allowed to discharge completely). I'd recommend putting it on to charge on a charging wire and outlet known to be working.  Leave it on the charger for a good two hours, even if it doesn’t seem to be charging.  

When it has had two hours, try restarting your Sense. I would recommend trying this maybe twice in a row if a first try doesn’t work.

If the above doesn't work, please make sure to follow the tips and recommendations provided by @Guy_.

Regarding the battery level on the Fitbit app, note that it updates every time you sync. That means that if your watch hasn't synced yet, your app will still show the battery percentage of the last sync. 

Once you charge your watch make sure to sync and you'll see that the percentage on your Sense will match with the one on your Fitbit app.