Fitbit Surge Troubleshooting

Your Fitbit Surge battery is not charging.

Check to make sure that your charger cable is securely plugged into the back of your FitBit. Next, plug the other end of the charger cable into the USB port on your computer. You may need to clean your tracker and brush any debris away from your charger.

If your charging cable is securely plugged into your device and it is still not charging, the USB port may be faulty. Test your computer’s USB port by inserting a different device into the port and checking if it is functioning. If the port is faulty, plug your charger into a different port or a different computer.

If your USB port is functioning and your device is still not charging you may need to purchase a new charging cable.

If none of the above troubleshooting solutions work, the battery in your device may be broken. If this is the case you will need to replace your battery or consider purchasing a new device.

You have trouble with your wristband tearing at the screws.

The band alone is not replaceable because the electronics are built into the strap. Because of this, the whole device will need to be replaced. Check the warranty on the device; you could qualify for a replacement. Customer Support can be reached through live chat, phone, or email. Go to fitbit to access this information.

Home button is not returning you to menu

Change the clock face using your mobile device. Go to your account on your ios device. Go to the clock face and select a clock face. Sync your tracker.

Press and hold the home and select buttons (on the left and bottom right of the watch) and hold for 10-15 seconds until you see the screen flash or the light start to dim. Let go of the buttons and wait until the screen turns off completely. Wait 10 seconds and press the home button to turn the Surge back on.

If neither of this options work, your button might be dead or broken and you will need to contact customer support at http://help.fitbit.com/?cu=1

Touch screen is non-reactive.

Press and hold the home and select buttons (on the left and bottom right of the watch) and hold for 10-15 seconds until you see the screen flash or the light start to dim. Let go of the buttons and wait until the screen turns off completely. Wait 10 seconds and press the home button to turn the Surge back on.

If this option does not work, it is most likely a hardware issue and you will need to contact customer support at http://help.fitbit.com/?cu=1

You have trouble syncing your fitbit to your computer.

Prompt Fitbit Connect to sync with your tracker by clicking the Fitbit Connect icon on your computer and logging in. Then, under Main Menu, click Sync now. If you see a message saying your tracker can’t be found, click your Fitbit’s home button. For instructions on how to sync with different types of devices go to Sync Fitbit

Charge your Fitbit and try syncing again.

Restart your Fitbit Surge and try syncing again.

You might need to reinstall Fitbit Connect on your computer. Go to Reinstall Fitbit Connect for instructions on how to reinstall Fitbit Connect.