Charge 5 Screen wont respond after water lock

[matthewengel]

I have a ~5-6 month old Charge 5. I recently turned on water lock mode for the first time while swimming. When I stopped swimming and tried to disengage the water lock mode the screen was unresponsive (regardless of how many or how hard i tapped it). I've tried tapping it, letting it dry out (3 days), restarting it using the cable, recharging, switching the screen face, etc. and i cannot get the screen face to react in any way. What else should I try?

[DavideFitbit]

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

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 some instructions. In this case, they will let you know how to proceed. 

Have a good day. 

[AaronRG]

I have the exact same problem. What was the outcome? After waterlock, I had the same issue: my fitbit was unresponsive. I realized after a bit that it was completely discharged. Now I am trying to charge it, and it takes a very long time to reach 100% and then it discharges in a few minutes back to 0%.

[DavideFitbit]

Welcome to the Community forums, @AaronRG. 

Thanks for confirming that you experienced a similar issue with your Charge 5. 

There are some general troubleshooting steps that have been useful for users having problems to charge the battery. However, I've been informed that you were also able to get in touch with the Customer Support team. In this case, they will let you know about the options available for you. 

[AaronRG]

Thank you, @DavideFitbit . After a bit my Fitbit displayed the message "Unable to charge the battery" so I contacted Customer Service about it. My best guess is that my device was not 100% waterproof and some water got into the battery and ruined it; the display was fine.

[DavideFitbit]

@AaronRG Thank you for your reply and for confirming that you already contacted the Support team. 

Make sure to continue the communication with them as well so they can provide you with the next steps. 

Have a good day.