Charge 5 Stopped Working

[Doug_1]

My charge 5 stopped working.  First battery started draining then screen on my watch went black.  Now my watch will not turn on.  When I tryed to reset, I can hear the watch beep however the watch screen does not turn on.  This is unacceptable if this issue is caused by your latest update.  I agree with all other charge 5 users that this is unacceptable customer service.  All watches should be replaced free of charge.

[Julia_G]

Hi, @Doug_1 , I assume you mean that you can feel the watch vibrate when it resets, as it does not have capability to beep.  Sometimes a single reset is not effective, so it is worth trying this several times.

If the reset is not working for you then another troubleshooting step you could try is changing the clock face (this often jolts a blank screen to come back to life).  You change the clock face in the app.  From the opening, Today, screen please click on the small icon top left (smartphone and watch).  On the next screen click on your Fitbit device (Charge 5) to go to the device settings screen.  There you will see Gallery near the top.  Click on that and choose Clocks.  Select any different clock face from the one currently on your Charge 5.  Then be sure to sync your Charge 5.

If this corrects your issue then you can return to the previously chosen clock if you prefer.  

If you continue to have trouble you can get in touch with Fitbit Customer Support on Contact.fitbit.com .  But it is definitely worth trying the re-start a few more times, and changing the clock face, as Customer Support will advise you to take these troubleshooting steps before they can help you further.

Good luck, and let us know how it goes.  Welcome to the forums!

[kkaboom]

If you bought it less than a year ago support will help you. Mine is dead too, but too old for the warranty 😭

[Doug_1]

Thanks not in warranty now.

[akemclaren]

I have this exact issue! Since the update, my Fitbit won't charge and the battery dies overnight. It has been so frustrating!! I bought mine in December 2022 and now its useless.

Just to be clear I have done every single reset and battery-saving suggestion that has been posted to this forum, multiple times. I HATE THIS. This is my fifth Fitbit since 2015 and Ive never experienced such issues. It feels like since the 6 came out it's planned obsolescence, which is such a terrible business model! So shady!

[Doug_1]

I tried your suggestion and will need to call support.  I cannot see that my device is paired in the app in order to change the clock.  I tried to pair again on my android and cannot see the four digits on the black screen in order to pair it.  A definite issue since the update.  My watch screen is permanently black.  Thanks for trying to help.

[akemclaren]

omg the live chat and everything is down. I honestly can't believe this. They released an update that has bricked everyone's devices and have taken down all the customer support. At this point I recommend everyone just go here; https://www.androidauthority.com/best-fitbit-alternatives-830589/

[GayleMG]

My Charge 5 seems to be useless now, too. All customer support could tell me is "sorry, not under warranty." No other suggestions after an attempted reset didn't work. No one even told me about trying a different clock face. I've tried it, but my Charge 5 won't charge at all so I can't sync it. I have been receiving lots of emails asking me to upgrade to Charge 6. I don't want to upgrade. I just want my Charge 5 to work. It cost too much to only last a year. 

[GayleMG]

Thank you for this. I'll never buy Fitbit again.

[Larisa135]

I’ve had the exact same problem! First the Fitbit lost its charge after about a day, and then the screen went black!! It’s only 18months old, but out of warranty……This is my third or fourth Fitbit but if the help people can’t fix it, I definitely won’t be buying again……But am holiday now so can’t do anything till I get back home - so no watch, never minfpd the fact I’m on a health farm type of thing and want to know my heart rate etc etc……

[Larisa135]

Julia, you can’t do any of these things if the screen is black!!