Charge 5 - Black screen

[Daisylivyves]

My charge 5 doesn‘t work anymore. Last friday , itdidn‘t wake me up and more. Screen is black, i tried everything i Couleur find on the www, but it didn‘t work. Battery is full. I bought it just 2 months ago

[Talahthas]

Welcome to the Fitbit community, @Daisylivyves!

Sad to hear that you're having several issues with your Charge 5. As this sometimes works wonders, I'd suggest restarting your device closely following these instructions:

1.) Connect your Charge 5 to the charging cable which has to be connected to a power source.
2.) Press the button located on the USB plug of the charger 3 times within 8 seconds(!), holding each press for about 1 second(!).
3.) Wait around 10 seconds until the Fitbit logo appears.

If that won't solve your issue, I'd suggest contacting Fibit  support to get further assistance:

Fitbit Support Contact 

[RiekoC · Accepted solution]

@Daisylivyves  Since your Charge 5 is still under warranty, I suggest you contact Fitbit support. They will walk you through a series of troubleshooting procedures. Once they confirm that none of the procedures returns your device to normal operation & that it's still under warranty, they should send you an offer to replace the tracker/pebble or a discount on a different device. Note: the discount is on the full price, even if the device is on sale in the Fitbit store. 

This is what I had to do when my Charge 5 became non-responsive shortly after I updated to the current firmware. Thankfully, the replacement is working fine, even after updating the firmware. 

[Daisylivyves]

Thank you, but I tried this before 😕

[Talahthas]

You're welcome, thanks for your feedback, @Daisylivyves!

If you have any further questions, don't hesitate to come back.

[Skippysmom]

I just got off the phone with Fitbit support. They gave me all the same advice,  none of which worked.  This device just doesn’t work properly and they shouldn’t be selling it.  I’m beyond aggravated.  I’ve had nothing but problems with it since I bought it.  I’m very unhappy.

[Talahthas]

Sad to hear about your impressions about your Charge 5, @Skippysmom.

We all have to keep in mind that those devices are mass produced. Otherwise the would have to cost ten times their price. I've been buying and using wearables for years and years now. And I also had defective ones, no matter by which company they'd been manufactured. And, yes, I also had issues with Fitbit devices as well. What counts in the end is end user support trying to make you a happy user and customer again.

Thus, as there is no general flaw with the Charge 5, I'd highly recommend contacting Fitbit support again to see what they can do for you:

Fitbit Support Contact 

[Skippysmom]

Well I don't completely agree with you.  I've bought a number of Fitbit trackers over the years and I've had to replace every one of them because of design flaws or other issues.  And typically when I would go to the user forum I would see multiple posts complaining about the same problem.  And the solution offered by Fitbit didn't work.  I did contact fitbit support on Sunday.  I have to say they have very good support, except that they often can't fix the problem.  I'm unaware of any other fitness company that is open 24/7 on a Sunday.  And the person I spoke to has offered me either a replacement with another Charge 5 or a 50% discount on another device.  I've owned this one about 6 months.  And I've had to call fitbit a few other times for issues that they were able to fix.  But their devices seem to be pretty glitchy.  I'll take the free replacement and research other options for when the replacement dies, which I know it will.  Sorry I can't be more optimistic.

[DeannaD75]

My Charge 5 doesn't work anymore either...I bought it in 2021. I just went through customer service chat...He agreed it is not working and nothing he can do...we will have to look at the warranty (their one year warranty) so basically he is saying that I a Fitbit customer since 2011 or 2012 and a Fitbit Premium user that has only had the product for 2 years is screwed and has to spend more money on replacing it myself. Subpar product, horrible customer service (the first time I was chatting the rep closed the chat on me while I was typing all the issues I have been having with my charge 5 the last month and a half up until this black screen today because he was too impatient to wait for me) and ridiculous that so many people are having the same problems with the same product. Seems to me the product was made that way to only work through the warranty to have to make people spend more money on replacing the products. I am going to have to research other products and other companies!