Charge 5 blank screen

[Crawjaku]

13 month old Fitbit charge five. Working absolutely fine on Sunday. Took it off to take a shower, and when it picked it back up, the screen was completely black and unresponsive. I’ve charged it, I’ve reset it, it still syncs to my phone, but there is nothing on the screen. Any advice or should I join the throngs who are experiencing the same thing and feeling extremely frustrated? 

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @Crawjaku, welcome to the community, try restarting your "Charge 5" on the charging cable. This video demonstrates the process.

I hope this helps, please post here again & let us know how you get on.

Cheers

[MarreFitbit · Accepted solution]

Hi there, @Crawjaku. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. @Gr4ndp4 Thank you so much for your help and support. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

[Crawjaku]

Thanks for your reply. I did contact customer support and they walked me through some questions. My Fitbit wasn’t responding then, but is responding again today so I’m hoping there is something to be done.

Update: Thanks so much. Yes, I’ve tried this a few times. The Fitbit responds with vibrations, but the screen is still black, alas.

[Surfista]

Unless you live in the EU, your warranty is for 1 year. Based on all the reports on numerous threads on this message board, there is probably no solution to this very common problem. If customer support will not bend their rules to replace your defective device, you will have to find another fitness tracker.

[Crawjaku]

Many thanks for your response. I was hoping for a miracle, but I will instead have to deal in reality, and join the club 😞 Black mark against FitBit for sure. If I hadn't just paid for another year of premium, I'd go with another brand.

[Surfista]

And as I understand it, even if your device fails, they will not reimburse you for the premium membership

[Crawjaku]

Soooo... If I get a new Fitbit, do I need to get a new premium membership too? Or it comes with a year of premium? What a PIA this is.

[Surfista]

I would assume that you could transfer the remaining time on your premium account to the new device. 

But, it might be advisable to verify that with customer support before making the purchase.

You might also ask if your remaining premium subscription would be added to the free premium period you will get with the purchase of a new device.

[lyn.brogan]

Can you please help.  I had black screen white cross and red circle last Friday and nothing since.  Have recharged. Have used the reset button on the cable. Have changed watch face. Am still left with blank Fitbit.  There is no vibrate   No screen    No alarms.  No heart monitoring as I can see screen however there is some data going to my phone  Basically I have a blank Fitbit ………

[Crawjaku]

Unfortunately, if your experience is anything like mine, your Fitbit is dead, and you will most likely be offered a discount on purchasing a new Fitbit.

[lyn.brogan]

Black screen of doom 😁😁😁. Have bee offered replacement as mine is under warranty - still no idea what happened or if will happen to my new one ( due in 5 days…).

My confidence has been dented ….. and I was a confident fit bit user of many many years …. x

Sent from my iPad