Unresponsive

[Nikkiwoo]

Anyone offer advice? My Fitbit is fully charged but just keeps displaying the Fitbit symbol, I can’t get it into any other screen and won’t sync/ recognise on the app. It’s as if it’s rebooted and now is stuck. Have tried all the tips I’ve read on this forum but I think it’s died. Really disappointed- this is my fourth or fifth Fitbit and only just over a year old. Not sure where to even take it. There doesn’t seem to be much support for the product outside the US. I’m in Australia 

[Guy_]

Hi @Nikkiwoo - first try changing the clock face in the Fitbit App it won't succeed but leave the app running, then hold the watch button for 10 seconds till it vibrates and the logo appears and wait for it to start. This may be sufficient to fix it.

Failing that you can chat via the Fitbit App, click profile photo, Help & support, Contact Customer support to get help with a factory reset, and if the watch isn't faulty it may recover.

However the warranty in Australia is more than a year so support can confirm you can still replace it, maybe where you bought it.

[Nikkiwoo]

Thanks for your response Guy... Do you work for Fitbit?? There seems to be very little support/ service for Fitbit in Australia. I can't get any response from my Sense. It is not recognised (won't find it when trying to sync) in the app. If I hold the side button it vibrates but then the symbol just appears for a few seconds. If I hit the button again a line quickly appears and then disappears. It seems completely fried. I just want to get on to someone that can replace it. It's only 18 months old. This is my 5th or 6th fitbit and they just don't last. 

I have tried the online chat but they were absolutely hopeless and told me they needed to pass onto another team who would email me. There is just no face to face customer service. Very frustrating. 

[Guy_]

@Nikkiwoo - this is just a user's forum where community council members volunteer to help users.

Try the full 10 seconds button press to restart it, it probably won't help if the logo appears and once it has, try removing the watch entries from the phone's Bluetooth and in the app click profile photo and "+ Set up a Device" if it doesn't find it there is a problem.

The seals on some watches aren't very robust and deteriorate over time.

The chat or call option should be available through the app, at the correct times, so try again. If you got it in a shop then try there.

[Suanderpen]

I have a Fitbit Sense that is doing exactly the same thing .  It was purchased in January 2022, relatively new. Disappointing.  I used it as a pedometer & a watch. .  Tried holding the button down, but only the logo appears.  When I go to the app, it’s looking for the device, but can’t seem to sync… like it’s stuck.  Also the battery keeps draining.