Surge turning off when is not charging

[Rdc1987]

I cant turn on my surge.  when i charge it, it turns on, when i disconnect it from charging it turns off and wont turn on anymore. 

What should i do?

Moderator edit: Clarified subject.

[ericalo]

Yes, I tried all suggested posts and they did not fix the issue.  I would appreciate the help. Thank you!

[YojanaFitbit]

Thanks for replying @ericalo! Fitbit trackers usually respond after cleaning the contacts, I think that it is time to check with our support team! I can help you with that if you wish, they can check your warranty options.

keep me posted.

[Esaguerachula]

I’m having the same issue with my Surge which I find very odd as I’ve had it stored away in the original box for about a year now (since I bought the Blaze).  I had no issues at all with my surge the last time it was used.  

I pulled it out and charged it for a few hours and the battery bar indicates it’s fully charged, I paired it to my phone and was able to sync it to my Fitbit app.  I made a few changes to the display settings and it updated with no problems but as soon as I remove the device from the charger the display screen starts to dim and it shuts down and will not turn back on unless I have it connected to the charger.  

I read over the posts above and have followed all the offered suggestions with no success.  Somewhere above I read customer support advised the screen needed replaced??  I honestly don’t see how my screen could need replaced when my device has been used less than a week at the max and has been stored away since.  

Any advice?

[Ajrowe88]

I’m have the exact same issue as others describe; device has been working perfectly. Not used for a about 9 months and it has been in its box. Gone to charge today, everything seems fine, updated software etc. As soon as I unplug it, the screen fades (as if it’s ran out of battery). It just doesn’t seem to actually be charging, so I’m thinking when it’s plugged in, that’s enough to power, but the battery maybe has an issue?? 

[YojanaFitbit]

Nice to have you here on the Forums @Esaguerachula. @Ajrowe88 thanks for reaching out! Sorry for the time I took to response.

In your case guys, I think that we need to try some cleaning steps as you mentioned that it was not being used. Thanks for the steps that you've done until now, but please check these instructions on how to clean it. Then you can verify some steps on how to charge it too.

Hope this helps.

[Ajrowe88]

I have cleaned it already as per steps. I’ve even used a new charger and this hasn’t resolved it. I contacted Fitbit support who basically said they can’t fix devices with this issue, and just offered me a 25% discount off of a new one.

[chrisabc2]

sorry but it is a joke??? we are several users that we have this issue....it is not a matter of procedure or to clean any contact is a defect of the board

[AndreaFitbit]

I apologize for the delayed response and I thank you for getting back to us @Ajrowe88 and @chrisabc2.

I really appreciate that you have followed the advised steps and your comments @Ajrowe88. Thank you for letting us know what our support team told you. You were offered a discount must likely because your tracker were out of warranty, you can read the Returns and Warranty policy so you can have a better understanding of the response offered by our Support Team. 

Thank you for your comments @chrisabc2. We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here. 

Keep on visiting the forums.

[chrisabc2]

thanks for your "polite" answer..... but I've received the same message.... said they can’t fix devices with this issue and you are out of warranty, so you lose.... it is very frustrating to see there is a big issue on field several units with this problem and not solutions to the users. It is not serious from my point of view the answer of the company other companies as for example Garmin or either apple when they found a big issue like this makes a massive call back to base of the units....

[YojanaFitbit]

Hi @chrisabc2, nice to see you here again. I understand where you're coming from and we really appreciate you comments but at this moment we don't have that option. Our team is the one in charge to check what is the best option depending on each scenario. Sorry that we don't have other response for you. But please feel free to keep requesting the options that you would like to have to our support team and they will check your options. 

See you around.

[Doerr007]

yeah I also found out mine is suffering this fate after not using it for some time and charged it up and updated it to only see it turnoff once unplugged. Tried cleaning the pins as well to no avail seems like a widespread problem with no solution.

[RPanch]

I have followed these steps, but my device still does not work.

[Chillax69]

Same issue here.  The surge stops working and the screen fades out once disconnect from the charging wire.  Perhaps the Battery is dead and no longer holding charge.

[SharonShe]

I'm having problems with my Surge also. It only syncs when it is plugged in. I have restarted it multiple times. My sister gave it to me in November but I just recently tried to use it because my other Fitbit died. I have loved the Fitbit that I had. Please help me get back to using my Fitbit! Thank you! 

[chrisabc2]

no solution, it is a big big issue with no solution......I have to move to Garmin unfortunately......