Charge 5 black screen and hot when charging

[icecreammom]

Had low battery alert yesterday. Plugged in this morning and noticed a red light and figured it was a sign that it was completely dead. Couple hours later, went to get it and it was extremely hot and dead--black screen, no communication with my phone.
Now at work, I have it plugged into my computer and just unplugged because it is again extremely hot.
Battery seems to not last as long as it did before the last update, about a month ago.
It's about 6 months old.
Help?
(Will be researching more as the day goes on if not busy with customers...)

[SunsetRunner]

Hello @icecreammom 

I’d certainly advise you to not continue to plug it in if it only becomes extremely hot. This is definitely not normal behavior. I would suggest calling Fitbit Customer Service to continue troubleshooting your Charge 5 issue: https://myhelp.fitbit.com/s/support?language=en_US

I do hope you get this sorted out 

[hev212]

contact fitbit- mine is 4 months old. Mine kept powering down after an hour now it charges and soon as it disconnects form charger it powers done. After 2 calls to them in a week- I am now having a replacement sent out. Everything they told me to do re trying to fix, resetting, cleaning the contacts etc etec did not work- there is an issue with charge 5's so while you are under warranty contact them

[Mollykford]

I had the exact same issue about a month ago the fitbit was starting to lose charge really quickly until eventually it wouldn't turn on. I kept trying to charge at one point it was continuously vibrating and I managed to get it to stop. Then when I tried charging again later that evening it got extremely hot really quickly so I unplugged immediately. I phoned the support line and they were amazing, I sent my faulty pebble back and they have sent me a new one. Definitely phone them up if you haven't already!

[SunsetRunner]

That’s fantastic news @Mollykford! 😃 You’ll be up and running in no time! Happy Stepping! 

[Mollykford]

The replacement arrived today! Thank you!

[SunsetRunner]

😃 That’s awesome @hev212! I’m happy it worked out for you! 

[icecreammom]

Did contact support.
Received this (to prepare anyone else who may be having this problem) and did as instructed. Will see what happens.

"In order to assist you with this case, we would need you to please provide the following:

*Photos of the following, with the case number written on a piece of paper next to the item:
 -Device (front and back) showing the band 
 -Charging cable with Fitbit logo visible
 -Adapter or USB port that the cable was plugged into

*Incident information from the customer:
 -Date & Time of incident
 -Is the device still working?
 -How frequently do you wear your Fitbit device? (interval length of continuous use)
 -What kind of adapter or USB power source was being used to charge the device? (include brand and model)
 -When was the device last charged and to what level?
 -What were they doing prior or during the incident?"

[SunsetRunner]

First off @icecreammom  I’m super happy that you took my suggestion to contact Fitbit Customer Service. It’s never a good idea to continue to use or troubleshoot a Fitbit tracker that becomes “extremely hot” while charging and should definitely reach out for support. I’m happy to see that you are in the process of returning your Charge 5 and hopefully you will get your replacement quickly and you can get back to your exercise journey with a new Fitbit tracker. With that said please consider marking my previous post suggesting contacting Fitbit Customer Service as a best answer. Doing so will help others who are experiencing this same issue find the solution quickly. I hope you have a wonderful rest of your evening and that your new Tracker arrives soon.