Charge 5 black screen

[Username693]

I purchased a Charge 5 on 4/15/23. It was replaced due to a black screen on 2/14/24. on 7/4/25 I charged it and when I took it off the charger the screen was black. I tried the button and clock face fix and neither worked. The device is still counting steps, HR, sleep...but the screen is black. I previously had a charge 3 which I was sent two replacements for the same issue and the 3rd replacement suffered the same issue. I have tried entering my info into the help box, but the system keeps asking for the  IME # of my pixel? as the only option to get me to the next steps. One used to be able to have a representative call you but I see that is no longer an option or it is so hidden it can't be found. This appears to be a device problem that yet has been addressed. Is there any chance someone from customer service could contact me directly?             BTW...I am now wearing my dependable Garmin Vivosmart HR tracker purchased in 2011and it is still ticking! 

Moderator Edit: Clarified subject.

[AndreaFitbit]

Welcome to the Fitbit Community, @Username693. I'm sorry to hear that your Charge 5 screen is black. Thanks for mentioning what you got when you tried entering the help box and the steps that you have followed in order to correct this. I'll be happy to assist. 

This is definitely not the experience wanted for our customers. We're not customer support and our representatives still call you back but you have to fill this form. Our team reviews the device's errors in order to correct them in future models.

To turn on your Charge 5 display:

1. Charge The Fitbit device:
   • Double-check the connection: Ensure secure connection to the charging cable and that the cable is plugged into a working USB port (computer or UL-certified wall charger).
   • Leave it charging: Even if the screen is black, the battery might be completely depleted. Leave it on the charger for at least an hour to a few hours. Check if the device gains enough charge to show a battery icon or if it vibrates. 
2. Restart the device. Your data won't be deleted. If the restart doesn't work the first time, try it a few more times. Sometimes it takes multiple restarts to clear the glitch.

• Connect the Fitbit device to the charging cable.
• Press the button located on the flat end of the charging cable 3 times. Pause for one second between each press.
• Wait for 10 seconds or until the vibration occurs and the Fitbit logo appears. Does a vibration occur and the logo appears?

If you decide to ask for the call back please mention the steps you have followed in order to avoid our team asking you to do it all over again.

[Fujisan54]

Same issue here. Bought Charge 5 in April 2023. By August the screen had died. After a diffficult situation in which support didn't seem to believe I had purchased it from them via Amazon they eventually replaced it. Today the second one has died. Tried the troubleshooting and nothing!

Trying the get a call service and just keep getting told to refresh the page, so getting no help there either. The Hours of operation are listed as 12:00am to 11:59pm every day. Why then do I get a message telling me to try again during operating hours?

[AndreaFitbit]

Thanks for gettig back to us @Fujisan54. I'm sorry to hear that your replacement Charge 5 has died. Thank you for letting us know that you tried calling service without success and that you've tried the troubleshooting. I'll be happy to assist. 

Thank you for your messages and efforts. Our Team will be more than happy to have a closer look at this. 

Please fill up this form with all the needed information. Our Team will reach back to you afterwards. 

[Fujisan54]

Thanks @AndreaFitbit but that form says it is for FitbitAce LTE and mine was a Charge 5 and for Charge 5 it just redirects me to the page I spent far too long on the other day!

[AndreaFitbit]

Thanks for getting back to us and I apologize for my mistake @Fujisan54.

That link isn't working. Please try this one. 

We look forward to get you back on track. 

[Fujisan54]

@AndreaFitbit All that gives me is links to the pages I spent all the time on the other day and got no help. I try and get a call but get told I can't because I need to call back within the operating hours (which are 24 hours) according to the times listed? How will it be different this time?

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Just to add I did go through the form again with the link you suggested (which is the same as I had tried) and got exactly the same result.

[Username693]

Unfortunately I received the same response as was given for my 4 previous fitbits that came down with the"black screen" syndrome..." Sorry, but there is nothing we can do and you are out of warranty." We can offer you a 50% off discount towards a new fitbit.   There is a problem with this product and a 50% discount doesn't address it.

[Fujisan54]

@Costco041523 at least they offered you a discount. I have had no help other than what @AndreaFitbit mentioned above which really didn't suggest anything I hadn't already tried. Still no way to get help with phone call. It's very frustrating and I'm beginning to realise why so many seem frustrated at customer service.