Black screen and won’t charge Charge 5

[Shelby1995]

I went swimming in a hotel pool had it in water lock mode that’s in the swimming track unlocked it was fine couple mins later it went to a black screen and won’t charge I’ve done the hook up to charger and push button 3 times what else could be wrong

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @Shelby1995. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

There are a few steps that are usually helpful with any type of display issues, but since you started to experience this problem after you used it in the pool and the device should be water resistant for up to 50 meters, I do recommend that you get in touch with the Customer Support team so they can let you know how to proceed. 

I've been informed that you already got in touch with them and it seems they've provided you with some instructions. 

Have a good day. 

[MrGirthy]

I'm having the same issue, but I can't find a customer service number or a way to contact them. Could you walk me through how to get in touch with them, please? Thank you. 

[Shelby1995]

unfortunately none of those worked. I did have to contact tech support and had to replace my Fitbit 

[Rowbare]

My screen went black today. My charge 5 will not sync.  I tried to restart while on the charger. That did not work.  I tried that multiple times.  I uninstalled the app and reinstalled it.  That did nothing.  I tried to change the clock face but that did not work but of course my screen is black so that doesn't help.  I purchased this charge 5 last September.  What do I do now?

[Sawna]

I'd recommend contacting customer service. I did so by clicking on my profile > help > 'Let's talk' get support > chat. They were extremely helpful.

[DavideFitbit]

Welcome to the Community forums, @MrGirthy @Rowbare. 

I'm sorry to see that you experienced the same inconvenience with your Charge 5. 

I've proceeded to send your information to the Customer Support team for further assistance with this, but I've been informed that you already got in touch with them and it seems they've provided you with some instructions. 

@Shelby1995 @Sawna Thank you for sharing your experience with this. It's good to know that you were able to get in touch with Support and that a replacement was sent for you. 

I appreciate all your feedback and comments about this.