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…… 

[LeeD]

The problem I have is the band is disconnecting from the Fitbit device itself, where you attach the band to the Fitbit. Never had this problem with the Charge 4. Unfortunately Fitbit using a different type of band/connection with each upgrade. This seems like a design flaw with the 5.

[9v9z9f]

My left strap of the watch comes off sometimes.

[csalmon]

Mine is the same way and it's visibly looser.

UPDATE: After several tries and pushing really hard I finally heard the "click" and got it to latch securely!

[DavideFitbit]

Hi everyone, thanks for sharing that you've also been experiencing something similar with your band. 

Other users have experienced something similar, but it's to know that some if you were able to get it to latch securely. If you haven't done so already, please 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. 

If you already tried these basic steps and your band keeps falling off, I do recommend that ou get in touch with the Customer Support team for further assistance. You can get in touch with them here. 

See you around in the Community. 

[Kittykat5]

Yes I did try that, it worked, but my skin kept peeling where the band was at on wrist

[FirewifeAz]

Hard to do when because of the defect the watch was lost, and all I got was an 'I'm sorry to hear that, here's 35% off of accessories for your lost band or buy another watch', so we can take your money again.  There should be a recall on this watch with full reimbursement especially if it was lost or unable to use due to this defect.

*eta the email said the 35% couldn't be used towards a watch.  I missed typed.

[AMNibbs]

Same thing happened to me multiple times . I even lost my Fitbit for a few days. I decided to buy a leather strap with metal clasps (£11.50) as a last resort and this has worked. The click mentioned when the strap is initially attached was quite audible, which it never was with the resin strap supplied. The new strap hasn’t budged for a week and I’m convinced it’s okay.

My complaint is with the Fitbit company - given the price isn’t that much more, why aren’t better straps supplied with the tracker in the first place to fullybresolve the problem? This has been going on for years.

[Thankyou123]

I filed a claim today ..I received my Fitbit Charge 5 at the end of November...before wearing it the first time I commented that I knew this band was not secure... and a production issue.

Today my Fitbit fell off my wrist in a parking lot and someone ran it over... can you tell me what to expect..I was told I would hear from someone in 24 hours and that it was under warranty...I have been a customer for a long time .. have puchased 4 Fitbits ...please help

[John17]

They didn't help at all! I was so disappointed! Good luck!

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[RAD001]

I seem to be having the same issues.  I don't wear the silicone band as i broke out an had a major rash from it.  I use metal ban with magnets on them as my wrists are small and most bands are too big for my wrists.  I guess I will have to try the silicone again and see if that is truly the problem.  My metal bands click in without a problem but they still fall off

[ArmpitZoro]

I latch mine securely every time. And nearly every day it falls off. The latch can’t tolerate any twisting force. Mine falls off regularly, even in bed while I’m sleeping. It also often falls off when putting on a jacket. This is a design flaw that never should have gone to market and Fitbit knows that. When, not if my Charge 5 falls off and it’s lost forever I will never buy another product from this company. This is my fourth and last device from them. They should be ashamed of themselves still selling these. 

It’s a design flaw. I’m a mechanical engineer so I was interested in understanding why this is happening. It took me all of ten minutes to see the problem. You can’t fix it and no band is going to solve it. It’s a design flaw in the clasp connection on the device. We’re screwed. 

Moderator edit: word choice 

[Mike_Dan]

So sorry for that ok

[RAD001]

Actually they told me mine is still under warranty so I have to send it back and they are sending me a new one.  Maybe they have fixed the issue. I am hoping and praying!!!  Now I am without it for a couple weeks until I get my new one.  For the cost of this device I am hoping this is fixed.  I have had many fitbit devices and I have love them all until now   We shall see!!!

Actually, they are sending me a new one after I return this one..  Fortunately I didn't lose mine when it fell off.  I am sending it back.  Fingers crossed they have fixed the design flaw.  We shall see what happens.

[Rach_E.]

I’ve had so many Fitbit’s and by far I’m disappointed in the band clasps, even when you hear a click it still isn’t secure and falls off. I’m a huge fan of Fitbit (i dream of working for Fitbit) and the charge 5 seams to not be the best designed from a hardware perspective.  I thought i was going crazy but reading so many others have this issue, it seems like many of us should be rebated or discounted when the next generation of charges come out.  

[user109]

The strap for my Charge 5 disconnected constantly also, while sleeping, taking on/off coats, etc. It lasted just one month before it got lost for good. I can confirm that the band clicked solidly each time I reconnected it. This is clearly a manufacturing defect and I'm glad I was able to read about others' experiences before wasting my money on a replacement. I've been a satisfied FitBit customer since Charge 2, but I guess I'm done now since there the only solution to this problem appears to involve superglue. I'd rather pay more for an iWatch that stays on my wrist.

[Borislav]

Hi DavideFitbit,

Unfortunately, neither following the advices listed in the article, nor reaching to customer support has helped in my case. Here's my case...

Last month I contacted customer care because of broken plastic on my Charge 4. I was offered either a free replacement (which I regret I didn't choose because in all honesty Charge 4 was great), or a 50% discount code for any FitBit product. Well, I chose the latter. I was quite happy to upgrade to Charge 5 but that changed 2 weeks after I've put it on my wrist. 

My newly bought Charge 5 I had unpacked on 31 December and enjoyed for a period of 2 weeks before it started falling off. The most frustrating is that it falls during my sleep. After it woke me several times in the middle of the night, I stopped wearing it.

I decided that it's a shame to stop using it, because in general I used to love my FitBit Charge 4. After giving another chance to my Charge 5, it kept on falling: while I sport, while I travel, while I put my jacket on, while I am even just scratching my head... It is frustrating that it always detaches and so easily.

I had reached to and explained to your care agents the situation and was advised to buy a new band to see if the problem persists. I was a bit surprised - they offered that a solution of the problem (which appears to be quite common problem based on this community feed) was to invest more money into FitBit products (new band)? Nevertheless, on 19 December 2022, together with my purchase of Fitbit Charge 5, I also ordered a second band (there was a promotion that I can get one for free which I thought was nice). However, your customer care recently confirmed that the second band will only be shipped on 30 March 2023... That's another 2 months from today and more than 3 months since my purchase - what would a reason for such a long waiting time can be was not provided ("high backlog").

In any case, upgrading to Charge 5 was a huge mistake in my opinion. I wish I had chosen for replacement of my Charge 4 which I have always enjoyed.

Very disappointing experience. After years of being happy with my Charge 4, my whole experience with Fitbit became very upsetting since the a few weeks ago when my Charge 5 started falling off and the issue still remains without clear solution.

[KristinBA]

Hi,

I have made all the recommendations, without resolving the wristband coming loose issue. I have lost 2 charge 5s due to this issue. Actually got a refund for the last one.  Never had any problems at all with previous Fitbits. This is really a dealbreaker for me.

Have there been any design changes?

[user109]

I wish that were the case, but the company seems to be denial about the problem (judging solely from the content of this newsgroup—I have no inside information about Fitbit). We have choice but to shop elsewhere, I’m afraid.

[Vicki_1981]

The same issue exists with the charge 4, I just got another email from fitbit with some line about how they are made to last - nope, lots of comments in these forms about the issue with the charge 4 and 5 bands just disconnecting for no reason other than the poor quality plastic parts falling apart. So I came here to see if the newer charge was having the same issue and found a few threads showing it does.

Its a known issue with the last 2 generations of a popular (costly) product and all you get is a discount code to buy another one (that will likely have the same issue because they haven't fixed it) when your device fails, no thanks. This will be my final fitbit product, I enjoy the streamline look of the charge (I had a 2 before the 4 that lasted longer and only broke because of user error) and the device overall. But they shouldn't have a shorter lifespan due to something as simple as how the device connects to a band.

[RAD001]

Be careful.  Even though you here the click it will still come off.  I wish they went back to the Charge 2 style clip. Had that for Years and never had a problem.  I only got a new one because the screen cracked.