Charge 5 Black Screen

[CaseyPhillis]

My 8 month old Fitbit randomly stopped working a few days ago. I tried the reset thing and finally today I had it flash the Fitbit logo and then, nothing. I just upgraded to Fitbit Premium too so I'm a bit bummed about that. Any ideas?? 

[Ryan-K]

Same thing is happening to me, bought it about the same time 😓

[DavideFitbit]

Hi @CaseyPhillis @Ryan-K Welcome to Fitbit Community. 

I appreciate the information about what you experienced and thank you for trying the reset of your device. I will be glad to assist you with your Charge 5. 

To ensure a proper three pulse restart using the charging cable, I suggest you follow these steps. If the reset suggested does not work, please try changing your clock face.

I'll be around. 

[DarinB]

Same thing for me. A little less than 8 months for my Charge 5. Customer service had me go through the reboot process, which I had done several times before calling them. I received a case number and had to do a video of me trying to swipe on the screen. Submitted the video…then no response and it has been 4 days. I tried replying twice to the email asking for an update and then tried reaching out on Twitter.  

I bought mine from Amazon…so I guess it’s off to draft a negative review, which I typically do not do. FitBits lack of customer service and response is absolutely ridiculous. 

[CaseyPhillis]

Hi! Unfortunately I have tried both of those techniques. I have a black
screen and my app no longer is recognizing or syncing the Fitbit. I did
have the logo flash yesterday but it went right back to the black screen.

Moderator edit: removed personal info

[DarinB]

Are you getting anywhere with FitBit customer service? 

[CaseyPhillis]

I received an email suggesting I try doing the reset using the charger and also to try to change the clock face. Both of which I had already tried multiple times the last few days. I let them know that and am waiting for a reply. It is crazy how many people are dealing with this issue with a newer Fitbit. This is my 3rd fitbit altogether and it lasted the least amount of time. As much as they cost, I would like them to last a bit longer. I didn't even get mine wet often because I didn't want my newer leather band to get wet. 

[DarinB]

I called their customer service number and in less than 10 minutes they sent a link for a replacement 

877-623-4997

[CaseyPhillis]

Oh! I will try this! Thank you!

Moderator edit: removed personal info

[MrDrew92]

Mine same been swimming all holidyas and today been in kids paddling pool with them it vibrates and lights on at back but can’t get out of swim mode. 

[conradhansen]

Had the exact same issue today. For what it’s worth.

This is my exact experience. I’ve had two Charge 5’s quit in the last eight months. I wonder if they will refund because I don’t want another one.

[eckfan]

I can't even change the clock face. I have a black screen. I have tried to reset the device several times but it wouldn't reset.  I received a case number and per email sent pictures of all that was asked for but so far no one has responded to me. I'm very disappointed with Fotbit especially since it hasn't even been two months since I purchased my Fitbit.

[DarinB]

The same thing happened to me. Call this number: 877-623-4997. It took less than 10 minutes and they are sending me a replacement. 

[DavideFitbit]

Hi everyone, thank you for all your replies and for confirming that you already tried the steps suggested earlier. 

It seems that some of you have already contacted the Customer Support team for further assistance with this. In this case, if you already tried the basic troubleshooting steps mentioned here previously, I do recommend that you continue the communication with them so they can provide you with the next steps. If you haven't done so already, you can get in touch with the Support team here as well.

@MrDrew92 Please keep in mind that the water lock feature turns on automatically when you start a swim in the Exercise app. To disable this feature and go back to your regular clock faces, you need to firmly double-tap the middle of the screen with your finger. You can find more information in this article, let me know how it goes. 

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

See you around. 

[eckfan]

I contacted them again and was informed that I sent the pictures incorrectly,  only wanted one picture. I was also informed that the supervisor would be reviewing my case and will respond to me. I hope this situation is resolved soon. Thank you again for your help.

[Jq710]

I have the same issue.  Spoke with support.  After cleaning, using a different USB port, and then restarting it multiple times, they escalated.  Waiting to get the email. 
that was 6 hours ago.  

[Jq710]

I was on the telephone with support today 

We did the following:

1. Cleaned the contacts on the Fitbit and the charger with rubbing alcohol. 
2. Plugged the charger into a

didderent USB port.  The device is fully charged.
3. Reset the device 4 times (press the button on the charger plug 3 x in one second intervals.  

the display came back for a few

minutes and then blacked out again. I did a firmware upgrade about a

week ago to version 20001.171.50 - maybe there’s a latent bug that is showing up today.  

Mine was escalated but no email yet …

[eckfan]

I tried that too with no avail.  Am waiting for the supervisor to respond and hopefully it will be replaced or my money back. I haven't even had my Fitbit Charge 5 for two months. Very disappointed. 

I called but was told was referred to a supervisor who would contact me. I hope it is soon because I am very disappointed and disillusioned since I've had my Fitbit for less than 2 months and now won't work.

[DavideFitbit]

@eckfan @Jq710 Thank you for taking the time to share your experience and for confirming that you already got in touch with the Customer Support team. 

I've proceeded to send your information to the Support team again, but it seems that you've been communicating with them and they've provided you with some instructions. Let me know if you have other questions. 

Thanks again for all your feedback and comments about this.