Charge 5 Won't Hold Charge

[TeresaB25]

Exactly at 180 days by Charge 5 went black. I can charge it and it will show when the battery is full but then will drain completely within 15 minutes. I followed every troubleshooting option including cleaning and changing wrist bands and disabling features. Has anyone else experienced this recently? My Fitbits used to last at least 3 years so this is a huge disappointment.

[Absofsteel]

Yes, I received an automated update this morning and now the battery only last 1.5 hours. I chatted with tech support earlier. They said reboot it (click the little button on the charger 3 times in 8 seconds) charge to full and monitor results. 

[TeresaB25]

I have tried that but will do it again and see.

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29 min after fully charging my battery is at 40% and I have just been sitting still. I guess I will have to call someone at Fitbit.

[Absofsteel]

Didn’t help mine either.

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[iluvlabbies]

Same for me. 

[DavideFitbit]

Hi everyone, thanks for sharing that you've been having the same inconvenience with your Charge 5 and that you already tried a few steps. 

It seems that you already tried all the troubleshooting options shared in the community to try to resolve this problem. As you mentioned earlier, for battery draining issues it is usually recommended to follow these steps and to try restarting the device using the charging cable. 

If you continue to have the same problem, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. Click here to get connected.

[Absofsteel]

In my case they are sending a new 5. I was hoping they could just send another update to fix it. No, it is not fixable. Great customer service!!!

[DavideFitbit]

@Absofsteel Thanks for sharing your experience! I'm sorry to see that it wasn't possible to resolve the problem, but it's good to know that you've received a replacement device.  

[TeresaB25]

Wish I knew what the criteria is for replacement. Support had me do a hard restart again, created a case number but didn't disclose to me that I had to respond within a day or 2 if it did not work so now they closed my case number and will not respond to any further emails. So disappointed.