Charge 5 Display not Working

[Darshana1275]

I had bought a Fitbit Charge 5 steel blue/platinum on May 10, 2022 (Model No: FB421 and SKU NO: FB421SRDU-FRCGK). My watch’s display is not working, and I can’t see anything on the screen. Though the watch is working and getting synced with my mobile.

I have tried resetting the phone from the charger, but nothing works. Is this due to a new bug?

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Darshana1275. 

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. 

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

Have a good day. 

[AnuradhaJatar]

Dear DavideFitBit,

I have almost exactly the same issue on my Charge 5 device gifted to me. The device worked well until October 2022. In the initial days of the problem the screen was blank while the data on steps and other metrics was syncing. Two weeks later the device was dead even after trying self-help methods from the product literature as well as the handholding by your online support centre. The latest message on 7th November from Fitbit Support states "Attention: Email support not available" in the subject line. Now, I am despondent whether I will get any remedy at all.

Please help!

Moderator edit: format

[DavideFitbit]

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

Thanks for confirming that you've been experiencing the same inconvenience with your Charge 5 and that you already tried a few troubleshooting steps. 

If you haven't done so already, please make sure that you've exhausted all the troubleshooting options listed here below: 

1. Complete the 3 pulse restart procedure using the charging cable. 
2. Follow these steps in case you're having trouble to charge your device. 
3. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tap to see if a firmware banner appears. 
5. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

I'll be around.