Watches
Trackers
Notifications
Orders
Miscellaneous
100
What does the image on the link means:
Indicates that the device temperature is too hot
100
Charge 2
Customer reports the display on their Charge 2 is reversed.
- Ask the customer to restart their device. For instructions, see <help article>
- If the issue persists, check the device’s warranty status.
- If the customer’s device is in warranty, proceed with a replacement.
- New! If the customer’s device is NOT in warranty, see Replacements in-warranty cases.
Add JIRA: MAN-44 and resolve case.
100
Where we can we turn on the Share System Notifications.
On the phone, tap Settings 
> Bluetooth 
100
Customers are unable to locate where to enter a promo code while in the checkout process.
Which article we need to check?
Enter a promo code during checkout
https://fitbit.my.salesforce.com/kA040000000069p?srPos=0&srKp=ka0&lang=en_US#Promo-code
100
Charge 3Customers are reporting a dim or low display on their Charge 3 device.
t1
- Add JIRA:FW-83383
- Ask user to sync/restart/sync to confirm that they own the device
- Follow the steps in the replacement tool if device is in warranty
- Offer the out of warranty discount if not in warranty
200
Customers report difficulty swiping and tapping on their Versa 2.
Which would be the procedure?
Ask customer to restart their watch. See: How do I restart my Fitbit device?.
- Request that the user reboot their watch.
- If the issue persists, please ask the user to force a sync on their device and begin the replacement process
- PLEASE NOTE THAT FORCING THE SYNC SHOULD BE DONE RIGHT BEFORE STARTING THE REPLACEMENT PROCESS
- When processing the replacement, the tool may request that we capture the device
- If the tool requests a capture, please proceed and have the user ship the device back before replacing
- If the tool does NOT request a capture, please proceed with replacing as normal
200
Charge 4
The bands can’t be attached to the device because the attachment point on the device breaks off. This is a device issue and differs from the attachment point gap issue.
For out-of-warranty devices:
- Don’t request a picture. Instead, run the Replacement Tool to see the customer’s options. See Case handling device replacements and discounts for OOW case handling instructions.
For in-warranty devices:
- Request a picture from the customer to confirm the issue. Ask the customer to make sure the picture shows the band attachment point. New! Note: We won’t receive customer email messages with attachments in a compressed format, such as zip, rar, 7z, or tgz. If the customer has questions, use the Image attachment requirements macro.
- If the picture shows that the device side of the band attachment point is broken:
- If YES, this is an issue with the device:
- See Case handling device replacements and discounts and run the Replacement Tool. If the customer chooses a replacement, send a replacement device only (not a full-kit).
- New! Categorize the case with issue levels: Damaged > Frame.
- Note the JIRA field in the case with HW-13228.
- Select the replacement reason: Damaged Frame.
- New! Tell the customer to keep their band, as they’ll use it with the new device we’re sending.
- If NO, this isn’t an issue with the device, check the other hot issue for band gap, attachment point gap issue.
- If YES, this is an issue with the device:
- Resolve the case.
200
iOS only
Description
iOS users currently cannot open the notification settings screen. Their screen will not progress when tapping on the notification menu within the device setting page.
Which would be the current workaround
Current workaround
Ask the user if they can uninstall and reinstall the Fitbit app. New! Important: Before you ask a customer to uninstall the Fitbit app, see the Device compatibility table section in Troubleshooting start here. There is a strong chance this will work.
200
Incorrect DHL Tracking Numbers received for EMEA Warranty orders
- Warranty orders shipped between 4/28/21 - 5/5/21 are showing incorrect tracking information
- The tracking links are showing delivery dates prior to order ship date. eg, ship date in CAT is 4/29/21, but the DHL link says "item was delivered on 03.02.2021"
- Please do not process any new Lost in Transit (LIT) orders for these.
- All these orders will be returned to sender and new fulfillments have been dropped to warehouse.
- All impacted (approx 3500) customers will receive new shipping confirmation email with the updated tracking number.
- Warranty Orders shipped prior to 4/29/21 and after 5/5/21 should have correct tracking info.
200
Possibly Charge 2 and older devicesClock faces not visible in iOS Fitbit app version 3.41 or 3.41.1.
- Confirm that the customer is on iOS app version 3.41 or 3.41.1.
- Send the Hot Issue - Medium macro
- Add JIRA: CS-24054
300
What does the image on the link means:
Red x indicates that Fitbit device did not successfully update firmware (or other system process)
300
Charge 4
The Fitbit device doesn't track stats (HR, calories, steps, distance, etc.).
- Confirm the issue in DUTCH that the 'Cumulative Stats' field is blank.
- Please ask the customer to restart their device. This should resolve the issue.
- Add JIRA: FW-96951
- Resolve the case.
300
Does the Alta Series receive App notifications?
No
300
What can we suggest if a customer can't use the code on the mobile device?
To create the order using a browser
300
The customer states that their Inspire 2 is not registering heart rate
What do we need to check on DUTCH and where?
If the device is set on wrist or clip, by clicking the last column Hall Sensor Usage
400
Sense & Versa 3 users may report that their band is not latching properly. This can cause the watch to fall off their wrist and potentially crack the screen
Which would be the workflow?
- If the user mentions the wristband being the fault of the damage, please provide a full kit replacement
400
Charge 3, Inspire HR
The Customer reports missing heart rate data from exercise graphs, all day heart rate data, live heart rate data even though their tracker is on their wrist (may look like - - instead of heart rate)
- Double check that mobile track is not turned on (this will result in user not having hr data for exercise)
- If mobile track is not turned on, and the user still experiences this issue, add JIRA: FW-78356
- Send Hot Issue - high macro
400
Android Huawei phone brand: notification banner
Platform: Android
Phone models: Huawei models
OS: All
Description of customer issue
Android users are unable to receive notifications on their watches/trackers from their mobile phones. Users are encountering the error message "Notification service is not running."
This error message resulting in notifications not being received is mostly Huawei, for these cases please note the Huawei phone model in the Summary of the case.
- Verify the users Huawei Model & add to case
- Use help article How do I get notifications from my phone on my Fitbit device?
- add Jira: CS-21596
- Send Hot Issue - medium macro and resolve the case
400
What we need to do when a DHL link open as it would be a German link?
Open Italy DHL and check for the order code
400
Sense & Versa 3Users may report that their microphone has stopped working. (Alexa and Google Assistant will no longer hear them, Voice replies won't work, and callers won't be able to hear them on a hands free call)
- Confirm if the microphone works in any of the scenarios listed in the issue description. If none, ask the user to reboot the device and try again
- If rebooting does not resolve, the user may try to factory reset the watch
- If factory reset does not resolve, we can move forward with a replacement
500
Sense & Versa 3 users may report their HR zones only showing dashes (--) on the display of their watch in the Today App
- Confirm that the user is on the latest firmware version and ask them to perform a reboot
- Confirm if they are able to see HR zones in the mobile app or if the app also only displays dashes
- Send the Hot Issue - Low macro
500
Charge 3
Customer reports issues receiving notifications.
- See the existing help articles for troubleshooting Notifications issues.
- Ask questions to learn if the customer is having problems receiving notifications, or isn't receiving notifications at all. There is a known issue for not receiving notifications. This is the hot issue for having difficulty receiving notifications or receiving them inconsistently.
- If troubleshooting is unsuccessful, ask the customer to preform a Long restart.
- If this troubleshoot is unsuccessful, send Hot Issue - medium macro and resolve the case.
500
What we need to set in order for an Android on silent or do not disturb mode receive the notifications?
Vibrazione sempre Attiva
500
Which is the process when it is the first time the customer reports they didn’t receive their order and the device isn’t paired to an account
it’s not paired to an account
- Check the tracking number:
- If the package is still in transit to the customer’s address, use the Risk - processing order macro.
- If the package is on its way back to the warehouse, t1 handles these cases. Provide peer feedback to the t1 advocate who reassigned this case to the Fraud Cases queue and replace or refund the order. Confirm the customer's shipping address and see Using order tools and Case handling refunds.
- If the carrier shows the package was delivered to their address 72 hours ago or more but the customer still didn’t receive it (or it was delivered to an incorrect address):
- See if the customer can collect the package at the address where it was delivered.
- If the customer can't collect it, order a replacement using the instructions in Using order tools. The replacement reason is Lost in transit.
- Resolve the case.
500
Customers report that their Ace 2 "Jazz" design wristband pattern peels and rubs off after a few days
t1
- Verify issue with photos
New! Note: We won’t receive customer email messages with attachments in a compressed format, such as zip, rar, 7z, or tgz. If the customer has questions, use the Image attachment requirements macro.
- Add JIRA: HW-12848
- Set replacement approval status to Approved
- Follow the steps in the Replacement Tool to replace the band and capture if prompted