Blank screen after swimming Charge 5

[jg64]

I swam laps for 30 minutes today with Charge 5, Water Lock On.  When finished, screen is blank and will not wake up.   Stopped tracking.   Appears that batter is dead, although there is 87% charge remaining.

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @jg64. 

I appreciate the information that you've shared about this inconvenience with your Charge 5. 

I've proceeded to send your information the Customer Support team for further assistance with this, but it seems that you already got in touch with them and they've provided you with more instructions.   In this case, they will let you know how to proceed. 

Have a good day. 

[SunsetRunner]

I am having the same problem you have described. I also did the hard reset. Nothing….we’re you able to solve your issue with the black screen?

[Kate-Kate]

Hi, I have the same problem, like described on top. Can you help me solve this problem? 

[SunsetRunner]

Not yet. I haven’t heard back from anyone. So discouraging.

[RBMcG]

No corrective action I've taken has revived my dead Charge 5. I've seen too many posted promises from DavideFitbit that Support would be in touch, where customers don't hear back. Maybe Fitbit is in financial trouble? I just want a working tracker.

[SunsetRunner]

I ended up chatting with customer service in the chat room. My warranty
was still active. They are sending me a replacement. Although, this
time, I will not be wearing it in the pool.
Good luck.

[RBMcG]

Thanks, I'll try the same and hope for the best. 

[DavideFitbit]

Welcome to the Fitbit Community forums, @SunsetRunner @Kate-Kate @RBMcG.

Thank you for confirming that you've been experiencing the same inconvenience with your Charge 5. I'm sorry to see that you continued to experience the same problem. 

I've been informed that you were all able to get in touch with the Customer Support team and they've provided you with more information. Let me know if you have other questions. 

Thanks again for taking the time to share all your feedback and comments about this. 

[Mery95]

I have the same issue. Screen went black today after yesterday's swimming in pool, but the device itself is still working and syncing. I've tried reset it, changing clock face and every possible solution I found online, nothing worked. 

[SunsetRunner]

I ended up calling customer service. They walked me through everything
you’ve already done, but needed to do again. They ended up replacing my
watch as it was still under warranty.
Good luck. I’m not taking the new one in the pool.

[Mery95]

I'm not very good at speaking English so hope they have support available in Polish 😞 

And that's a shame, I bought this band to track my swimming trainings since it's claimed to be waterproof and even has dedicated sport mode. 

[Muri29]

Same thing happened to me, it's draining my battery,but I don't have my charger. I tried to unlock water, but screen is dead. Withing 2 hrs my battery went from 67 to 15. Ughhhh. It is still syncing.  

[johns053]

I have had a similar experience.  My Charge 5 screen went blank.  It will not sync.  It will not reboot.  About the only thing it does is vibrate when I connect it to the charger.  No lights turn on when I disconnect from the charger.

[SunsetRunner]

Contact customer service and chat with a representative. Mine was
replaced under warranty.
Good luck.

[DavideFitbit]

Hi everyone, thank you for sharing that you've been experiencing the same problem after you went swimming with your Charge 5. 

It's good to know that some if you were able to contact Support and received a replacement. Since your device should be water resistant to 50 meters, I do recommend that you get in touch with the Customer Support team so they can provide you with the next steps. If you don't wish to talk to them on the phone, you can also use the chat option or to contact them via e-mail. They will let you know how to proceed. 

See you around in the Community. 

[DeppyK77]

I am having the exact same problem, although not after swimming, but reading these made me realize that it likely happens when I rinse my Fitbit Charge 5 after sweaty workouts, so it sounds like it may be an issue with water contact. It's very frustrating because I already dealt with having one tracker being replaced before due to "black screen" issues, would be sad to again not to have a working tracker. Hoping customer service will help!

[Skibblez]

Same issue here! 6 month old Charge 5. Just finished a light swim while the Charge 5 was in 'Swim lock/workout mode'. Got out of the pool and the screen lit up complety white then died.

I feel the vibrations like its still responding but seems like the screen is dead? Tried the forced reset via the charger cord but no luck there.

Trying to get in contact with customer support but the link @DavideFitbit is just a Twitter contact? Gimme an email I can write to!

[DavideFitbit]

@Skibblez @DeppyK77 Thank you for sharing that you've been having a similar issue with the Charge 5 after you rinse it or after you swim with it. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've shared some instructions with you. In this case, they will let you know how to proceed. 

Thanks again for taking the time to share your feedback and comments about this.