Battery issue and red x then black screen Charge 5

[Jadelman]

I got my Fitbit Charge 5 6 months ago and it randomly stopped holding a charge yesterday. It dies within a few hours all of the sudden. When I last tried to charge it gave me a red x then a black screen. I can see it’s still recording and syncing but the screen won’t work. When I tried changing the clock it showed the loading screen but nothing else. I also tried restarting and got the Fitbit logo so the screen itself works. I emailed Fitbit support but conveniently they no longer respond to emails. I guess I’ll waste my time on hold with customer service for an issue that seems to be affecting many due to a defective product. Will not be buying from this company again: 

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Community forums, @Jadelman. 

I appreciate all the information that you've provided about this issue with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

Before considering other options, there are some general recommendations that are usually helpful with any type of display issues. If you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please sync your device in the Fitbit app. 
2. If you  can't sync:
   • Remove the device in the Fitbit app.
   • Uninstall and reinstall the Fitbit app.
   • Set up the device again.
3. If it's still unresponsive, please try changing the clock face again and check if you're able to see anything on the display. 

In case there's any problem related to the battery not charging properly, please make sure that you've followed the steps provided in this article: Why isn't my Fitbit device's battery charging? If the battery is not lasting as long a sit should, you can find some additional recommendations here. 

If you're trying to get in touch with the Support team, you should be able to send an e-mail, but the best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected.