Charge 5 band falling off

[anja.2000]

I had my Charge 2 for ages and have just upgraded to a Charge 5. Really disappointed that after only a few weeks the upper clasp keeps coming undone and the Fitbit falls off my wrist or gets stuck in my sleeve. I almost lost it already. Can’t believe that this issue has still not been addressed in the product design and fixed, very disappointed…… 

[Lymmeln]

Have you tried to stic the piece of the band under the band ?

[prrite]

happened to me also.  try depressing the button on the side of the bezel (where the bands connect) in until you hear it "click".  that worked for me, and some others.  not sure why it's happening, but  you aren't alone.  Good Luck!

[DavideFitbit]

Hi, welcome to the Community forums, @anja.2000. 

Thank you for sharing all this information about the inconvenience you've been experiencing with your Charge 5. 

As @Lymmeln and @prrite mentioned earlier,  please let me know if you're pressing the band on the side of the frame until you heart it click. Some users have experienced this problem, but it's because the band is not properly attached or they don't hear it "click" when they place them. Make sure the latch is securing the band. 

I'll be around. 

[anja.2000]

Yes, it is under the band …

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Many thanks, I know the click you mean … hearing that only on one side (the side that doesn’t come lose)  but not the other 

[DavideFitbit]

@anja.2000 Thank you for your reply and for conforming that you're not able to hear the click when you're placing the wristband on the pebble on one of the sides. 

In this case, since this is related to a hardware problem, I recommend that you get in touch with the Customer Support team for further assistance. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a great day.

[abrown01]

Hi All. I've been through two Charge 5s. I've had the issue of the band falling off the pebble on both. I'm allergic to the silicone band, so I have to go with a metal band. The issue seems to be with aftermarket bands. The OEM silicone band seems to be solid. I love the Charge 5 and it looks so classy with a metal link band, but the connection doesn't work. If you can live with an OEM band, you should be good to go.

[Lymmeln]

Thanks for that update

Lymmeln

[sarahswims2]

David, I've followed your instructions here and had a miserable 45 minutes trying to communicate with chat to resolve the issue. After sending 2 documents, 4 photos and many chat answers to questions I've been disconnected from chat twice and have given up.  I've had to photograph my connection and band and also a piece of paper the tech requested on which I'd had to write your case number and the problem.  Your system won't load a 'doc' on which I'd written the info. So, in each case, I had to photograph the product or piece of paper, share it to my email, wait for email to come through, download the file, save it and then try to load it to your chat system.  All that taking time, I was disconnected twice.  I'm done for tonight. Way done.  Any suggestions.  Yes, I hear the click and about 10 times in 3 weeks the band has disconnected in my bed covers, shirt sleeve and fallen on the floor.  Not good. Thank you Sarah

[crystal48891]

I’ve been having the same issue with the watch falling off the band keeps disconnecting and I may have lost it today after only getting it in December as a birthday gift.  I’m very upset 

[FirewifeAz]

Same thing was happening to me.  I tried everything suggested.  Even tried other bands.  Well yesterday I wasn't so lucky to see it fall off during me moving my kid out of his house.  We made a trip to the dump and that is where I think it fell off as using the Fitbit App and other bluetooth finder apps can not connect so it is not at our houses or in our vehicles.  I had a Charge 2 for like 4 years with no problems. The band connections on the Charge 2 were more of a "pull to the side" tab where the Charge 5 is more of a "push up" tab to disconnect the band.  This makes for the slightest down pressure on the Charge 5 to cause it to disconnect from the band even doing something as simple as putting on my jacket would cause it to come off.  Really ticked that I'm out the $180+ and a watch.  Think its time to ditch Fitbit and find something else.  Besides I was very disappointed that the Charge 5 no longer included tracking elevation.

Moderator edit: format

[DavideFitbit · Accepted solution]

Hi everyone, thank you for all the feedback you've been sharing about the product and the wristbands in particular. 

If you're new to this thread, make sure to press the band into the end of the tracker until you hear a click and it snaps into place. Keep in mind that the band with the buckle attaches to the top of the tracker. You can find other useful information in this article to properly secure the band. 

However, if you already followed these recommendations and you continue to experience the same inconvenience, I do recommend that you get in touch with the Customer Support team for further assistance. If you're having trouble to get to them via chat, please give us a call for a more immediate assistance. Click here to get connected. 

Thanks again for all your feedback. Please know that all your comments are appreciate and the team continues to work to improve the quality of products and services. 

See  you around. 

[JordMan]

Seems that the band connector/clasp sticks out a little too far and is actuated by my wrist when pressed against it. For example, it consistently falls off when I try to scratch my back between my shoulder blades with my thumb. It also is easily torn off when doing some light rough-housing with my 2 and 4 year-olds. I never had this problem with my Charge 3. As a mechanical engineer, I firmly think this is a serious design flaw and should be recalled and redesigned.

[FirewifeAz]

Im VERY disappointed with Fitbit company.   I did file a formal email complaint and the response I got was:

Sorry this happened to you, that must suck. However, we know this is an on going issues and we have no plans to fix it.  Please send us the watch and we can look at it. (Um, okay?...the watch fell off, somewhere at my city dump, no way to recover it.) However, here is 35% off your next purchase, but that purchase cant be a watch, only watch accessories.  So buy another one of our known broken watches at full retail price so you can use the 35% discount on it so it can  just get lost again. 

Really?  Screw you Fitbit.  I was considering trying a different style of Fitbit, but at this point, I rather give my hard earned money to a better company.

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The least Fitbit could do is offer my money back or a full price credit (with proof of purchase) towards a different non-broken style watch.  A decent company would make it right knowing this is an issue.

[SunsetRunner]

Is this an actual response from Fitbit?

[FirewifeAz]

I I paraphrased it into a laymans terms, but absolutly it is. Cant say it that the response wasnt unexpected as most companies rather blame it on users then their design flaw.  

[DavideFitbit]

Hi, I'm sorry to see that you've been experiencing this problem with the band falling off, @JordMan @FirewifeAz.

Thanks again for all the feedback you've provided so far. Since this is about a problem related the hardware, it would be necessary to continue the communication with the Customer Support team so they can provide you with more information about this or let you know if there are any other options available for you. Please know that all your comments and feedback are appreciated and every case evaluated individually. 

Have a good day. 

[JordMan]

Hello All,

I contacted Fitbit support, and we are trying a new band. So far, after testing it for a couple of days, the band hasn't popped off unintentionally. The problem is much better than with the original band, though not completely resolved. Either way, the interaction with the Fitbit team met my expectations. I will continue to work with them if this continues to be an issue.

[nannybanany]

What band did they suggest?  I have been having the same problem with my Charge 4, even just flexing my wrist the top band pops off.  It's very frustrating as I have always liked my Fitbit products.  I have tried multiple bands with no luck.

[JordMan]

After verifying a potential defect on the wristband, they provided a standard band as a replacement, and it seems to have fixed the issue (though it still popped off when I intentionally tried to make it happen in my initial test upon receipt of the replacement band). The connecting mechanisms are different between the Charge 4 and Charge 5, so it might be a different issue. I never had any issues with my Charge 3 (which has the same clasp mechanism as the Charge 4).