Charge 5 battery not working

[CJ91]

Hi Fitbit moderators,

Unfortunately the replacement Charge 5 that was sent on the 25/10/23 has finally succumb to the battery drain issue.

This is extremely unfortunate with New Years Resolution to run a marathon in Sydney this year. 
 I have attempted to restart the the Fitbit with the supplied Charging unit and still nothing.
I get the start up logo. 1% charging, (Critical Battery) 

Its been over 3-4 days of attempting to give it support. IT worked for about a week and then randomly started vibrating and died. 

I now get a yellowish screen and then the Fitbit Logo inbetween for a few seconds. Possibly a malfunction somewhere...
Is there anything else? I can provide images and videos. 

Kind Regards,

CJ (Fitbit user since 2015)

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @CJ91. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 replacement is not charging properly. I understand your concern, I will do my best to help you with this!

Please note that there are some issues that affect this, being which power source is used and how clean the contacts are and how well the charger is seated. If you are charging your Charge 5 on the wall socket, try using another CE certified USB adapter for low energy devices.

To better assist you, please confirm that you've tried all troubleshooting steps provided here Why isn't my Fitbit device's battery charging?

[CJ91]

Hi @MarreFitbit 

Thanks for responding.
Unfortunately it does not respond to other charging adaptors. I have used the original charging cable since the replacement Charge 5 and it has worked well until the start of this year. It phases through the yellow screen and the Fitbit logo. 
It has been a few days of this now.

[MarreFitbit]

@CJ91 Thanks for the details provided in your post. 

Since all the steps you tried didn't work, you have a Charge 5 and report it's not charging anymore, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it.