Surge HR not working, says it is charging while off cord

[KellBel352]

Hello! So I just got my first Fitbit, and I was super excited to get started with tracking my steps, heart rate, etc. I noticed that when I first turned it on, the LEDs for the heart rate tracker would not turn on. I charged the tracker and once I removed it from the charger cord, it is still displaying as charging, and the HR sensor still won't light up. I have read through several discussion posts and have reset it several times, tried toggling with the On, Off, and Auto settings for the sensor, and nothing has worked so far. I have only had this for a few hours and am slightly frustrated. Any suggestions?

[SunsetRunner]

Welcome to the Forums @KellBel352! I must say that I find this very weird. I'd try restarting your tracker while plugged in the charging cable. If the issue persists, please be sure to reach out to our Support Team. I know that they're always happy to listen to your experience and provide different options for you, if needed!

Keep me posted.

[KellBel352 · Accepted solution]

So I called customer support, and they were baffled by it and suggested I send it back. I took it back to the retailer I got it from and got a replacement. New one works great and I'm happy. 

[SunsetRunner]

I'm so glad to hear about that @KellBel352! I encourage you to keep participating in the Fitbit Forums.

I wish you an excellent week.