Band on charge 5 won't come off

[Graffia]

I recently bought the Charge 5, and the band will not come off. I tried my fingernail and a flat screwdriver, the button and the band don't move. I want to purchase a new band, but I can't change it!

I sent a video of me attempting to press the button, and to try to move the band. Nothing. Shouldn't I get a new Fitbit? I didn't receive an email back after sending the second video, which they first said it was black. I just send a normal video, so it's not my problem!

[Gr4ndp4]

Hi, @Graffia, welcome, may I suggest you try cleaning the "Charge 5" with warm soapy water? The buttons can sometimes pick up a bit of grit or debris which stops the mechanism from working smoothly. See this video at 3.59 for working the buttons.

I hope this helps.

Cheers

[Graffia]

Thank you! But it's brand new, worn only a few times so far. I thought
pushing the button down was right, but the video shows to push it forward?

[Gr4ndp4]

Hi, @Graffia , have you successfully operated the button?

Let us know.

Cheers

[Graffia]

No, it does not move, I cannot take the band off. I was sent a return label, but the email said I'd be getting another email to tell me what else to return. I didn't get that email, so what else to return?

[Gr4ndp4]

Hi, @Graffia , you should ask "Customer Support" who sent you the label.

Cheers