New Surge won't charge

[ron68]

I have just received a replacement from Fitbit for a new surege. I have plugged it in and it shows configuration on the screen. When I try to set it up is indicates the battery needs charging before I can contiue but since this is my first one and there is no instuctions on how to charge it I'm at a bit of a loss. I have read the forums and there is plenty of discussion regarding a battery Ican but I can't find it. So my question is how do I know if the Surge is chargin and when do I know if it is complet?

[Ericgus8]

Glad you're finally getting the help you need!

[AngelaMa]

Hello @dlamb57, @Ericgus8 and @docblack thanks for stopping by! @dlamb57 I apologize for the experience with customer support and I'm glad to know a supervisor got in touch with you and they are replacing your tracker. @Ericgus8 I'm glad to know your Surge is working properly, thanks for sharing the troubleshoot. @docblack did you get a response from our support team? 

I'll be around if you have any questions! 🙂  

[dlamb57]

We'll see what happens. I sent my shipping information 2 days a go and have heard nothing back yet.

I no longer have faith in Fitbit support.  😞

[docblack]

I did, someone eventual contacted me and sent me another replacement.  I am currently in the process of trying to sync/charge this one - hopefully it works

[AngelaMa]

Hello @dlamb57 and @docblack hope you are having a great day! 🙂 @dlamb57 I'm really sorry for your experience with customer support, did you get a reply from our team?  @docblack that's great, keep me posted! 

I'll be around if you have any questions. 🙂  

[dlamb57]

Thanks for checking!!

I have a new fitbit on the way.  🙂

I hope it works.

[vaughan65]

my brand new surge wont charge and just says configuration on screen. read the forums but no answers. left charging to laptop all night. still same. no lights or battery signs on surge. help please

[PJS70]

Mine doesn't.work and Fitbit is being unhelpful

I wish I had never bought this product.

I wish I did not ware my money

[AngelaMa]

Welcome to the Fitbit Community @vaughan65 it's great to have you here 🙂 Please get in touch with our support team so they can take a look at your tracker's back-end information and provide you personalized troubleshoot. @dlamb57 it's great to know your Fitbit is on the way! 🙂 @PJS70 I'm sorry to hear about your experience with customer support, please let me know if you received a resolution to your case. 

Keep me posted! 🙂 

[vaughan65]

hey just a little update for anyone else with the same problem. Customer services advised me to plug in the usb charger attached to the surge into my laptop and also the dongle. Then go to fit bit.com/setup press pc under the download for windows button, then press download button. follow all instructions on screen. charged it up, updated and configured. all singing all dancing now - just need to get moving.

Hope this helps

[AngelaMa]

Hello @vaughan65 I'm glad to know your Surge is working properly, thanks for sharing! 

Hope to see you around more often. 

[dlamb57]

Hi Vaughn,

Thank you so much !!!

I received my new Surge and it did the same thing. I have a Windows 10 PC and had downloaded the Windows 10 version instead of the PC version. I have now downloaded the PC version and it updated and is charging now.  🙂

Thanks Again!!!!!!!!!!!!!!!!!!!!!!!!!!

Duane

[AngelaMa]

Hello @dlamb57 I'm glad to know your Surge is working properly now! 🙂 

Hope to see you around more often! 

[ally4]

I share your frustration having spent ages online with customer support they gave no explanation as to why my two surges would not charge and all they would suggest is that i send it back at my expense and they will send me out another one which again would probably not charge. Lost all faith in this item. No technical support in case it was something to do with my computer operating system just "try another usb port" really i would never have thought of that

[ally4]

After no luck charging my surge  from the usb port on my computer I plugged it in with my iphone plug into the mains after about 90 minutes the battery icon on the fitbit dashboard now said low battery instead of battery almost empty. I then tried to set up the surge and it went through the process without problem and when it completed the set up the battery actually showed as fully charge weird but true. Hope this helps new users who cannot get there surge to charge

[SolangeE]

Hello, @ally4! Welcome aboard!  I'm so glad to hear that you are back on track and thank you so much for sharing the troubleshooting steps that worked out for you! I'm sure this will be very useful for others that are in the same situation. 

See you around, have a wonderful weekend!