Charge 5 blank screen and it won't sync

[Luckydeena]

My charge 5 seems to have stopped working correctly and I now have no screen. It does seem to be syncing my activity by I can not use the watch as the screen in completely black. It does charge but the battery seems to drain very quickly. 

So far I have tried the below by still no joy…

• The reset button via the usb charger, it vibrates but the Fitbit logo never appears, I have tried this several times.
• changed clock face and re synced numerous times.
• disconnected bluetooth on iphone and reconnected again.

Does anyone else have any suggestions on top of what I have already tried?

Many thanks!

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @Luckydeena welcome to the community, you should certainly not be having this experience with your Charge 5. I recommend you contact "Customer Support" using the chat facility or phone for a prompt response. It's a good move to make a note of any steps you have taken to resolve the issue and the results so you can brief the agent accurately & quickly and give them the best opportunity to resolve the situation. You do not mention how long you've had your Charge 5, you may be covered by Fitbit's warranty they will need to know when you bought it and where.

I hope this helps.

Cheers

[MarreFitbit · Accepted solution]

Hi there, @Luckydeena. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. 

It seems to me that you're having a battery issue. With that being said, please make sure you've restarted your Charge 5 as described here. 

If the restart doesn't work and your Charge 5 doesn't vibrate during the restart process, please follow the steps below: 

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. 

If the above doesn't work, please follow @Gr4ndp4's advice and chat with us online or give us a call. Click here to get connected.