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Repair information for the Fitbit Sense. A smartwatch with GPS tracker, health and fitness sensors.

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Sense won't power on or sync

My Fitbit sense won't power on. It's been on the charger all night. I've tried all troubleshooting tips and nothing! Holding button for 10 seconds or more,cleaning connection with alcohol wipes,left on charger,tried a different charger and used laptop to charge. Restarted my phone. I uninstalled my Fitbit app,,turned Bluetooth on and off. Any other suggestions? When I go to the app, it won't sync to my s21 ultra phone. Can I take apart this watch? I've had it over 1 year, so probably no warranty.

ldhein73@yahoo.com

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Fitbit Sense instructions; To charge Sense:

Plug the charging cable into the USB port on your computer, a UL-certified USB wall charger, or another low-energy charging device.

Hold the other end of the charging cable near the port on the back of the watch until it attaches magnetically.

How do you know if your Fitbit sense is charging?

To check if your Fitbit is actually charging, for watches, tap its screen twice to turn the screen on temporarily. For trackers like the Inspire or Charge Series, tap the screen once to check its charging status. Your Fitbit shows the current battery level for a few seconds, then goes dark.

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I bought my mother a Fitbit sense, in May, of 2022. She did not regret it, so it will not charge, at all, do you know if it is a repair shop that can look at it?

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If this is under warranty, call/email Fitbit for warranty service.

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my Sense watch is not charge

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@hemantvijay Unfortunately, if your Fitbit is out of warranty, Fitbit does not repair them. Read followup comments below. However, there may be youtube videos of repairs by independent diyers and individuals offering help.

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I had this same thing happen to me on 7/23/2022; device w/only show Fitbit logo. After running through all the fixes suggested by Fitbit and online, I called Fitbit's Customer Service. After about a half hour on the phone running through the same suggested fixes with the Customer Svc Rep, he said I would probably have to replace the device. I was sent a 33% off coupon by Fitbit to buy another one. I just bought this in 04/2021! I'm doing more research before I buy another device from Fitbit.

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I just had this happen too :( so disappointing that you can't even bring to repair store for them to physically look at it. Customer support offered me 35% discount on new watch (that expired within 30 days) and a new band. I told them I don't have faith in the product anymore, and can't afford to spend close to.$400 every 2-3 years on a new unreliable product. :(

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Two months ago I replaced my Sense with Sense 2 because I thought an upgrade would help. It is worse, ive used hourstrying to get things to work, even sinply charging it! The charge DOES last DAYS, however. I've used fitbits solidly for 12 years, and premium with coaching for the past 2 years. Disappointed to say the least. I do not want a different tracker but the product has gotten worse. My Sense at least had Find my Phone feature work rather consistently and intermittently would display texts. My Sense 2 has wasted too much of my time for a new device. I had already given away my other Sense, bragging about it despite the issues. My disappointment is big.

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I also had this issue with my Sense on 5/22/23. The watch had been dead for a few days and then when I went to recharge it, the watch was stuck on the logo screen. After going through the customer service chat, they said that my watch was out of warranty and offered me a 35% off coupon. I asked if they could do any sort of repair, but haven't gotten an answer yet, and after reading these posts, it looks like they won't be doing any repairs. I have yet to ask if they could tell me the reason for this issue so I can avoid it in the future, but didn't want to let on that I might be giving them more of my money. I will report back once I learn more.

At any rate, I don't think I will be using that coupon! Total b.s.

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Update to my previous comment:

Using the chat feature on the Fitbit help website, I asked if there was any way to avoid this problem in the future, and they said that there are a small number of products that experience anomalies, but that they will report it back to the development team. Not a very clear response. When I pressed further and asked if there was any way to send my watch back to have Fitbit repair it, they informed me that they have no repair department. Within a minute, they asked me if I had any other questions, and within that same minute (before I had a chance to respond) they ended the chat. I wish I could post photos to this forum as proof of this ridiculous exchange.

In conclusion, I will not be buying any more Fitbit products. What a scam.

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Second update:

I eventually called customer service and went up the chain of command and whined about how the watch is broken at no fault of my own and can't be fixed, it's a faulty product, etc. They put up such a fight (even offered me a 45% off coupon - ha!), but I was eventually able to rest my case that I deserve a refund or replacement, and I got a replacement. They didn't do me any favors, however, and only sent me the "pebble" - no wristband to accompany it. It's been working fine over the last several weeks.

This is all to say that if you are reading this: there is no cure and you either have to be the "can I speak to your manager" person or just accept the loss of the watch.

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The Sense not charging issue happened twice. After loving Fitbit and buying as gifts for 8 years I jumped ship and am using a Garmin ( Lily, cute!). Early on Fitbit was smaller and customer service and replacements were outstanding.

Too soon to fully rate the Garmin. Each has different pros and cons. Hopefully this one will last!!

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The Fitbit Sense charger is suspect. We have been through 4 of them already. If you look at the bottom of the charger, you will see there are 4 little copper spring-loaded connectors. These attach to your watch back magnetically. While the magnets hold the charger body to your watch's back panel, the copper contacts protrude into the holes in the watch to provide the charge. Fitbit knows this is a recurring problem yet only offers to give customers a "discount" on yet another item. Other than cleaning the contacts as well as the openings on the back of the watch with alcohol on a Q-tip, there should be no maintenance. So with nothing left to lose and a dead watch, I dug a little deeper. I had some luck turning the charger with the copper contacts facing down, and using the slightest dab possible of superglue to get that one "sunken" to stay sticking up. I let the glue set up for several hours since it is such a delicate repair. It worked for a couple of weeks but the contact slid back down below the housing and failed again. So if you do venture into trying to fix it, and you do glue it, I suggest being very gentle in attaching it to the watch, and keep the contacts facing downward just for luck.

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My Fitbit sense doesn’t turn on after two years without any damage at all! What could I do to prevent that from happening?! Where can I repair it?! I can’t believe I have wasted $250 on it!

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