Charge 5 blank screen

[AvdB]

Sinds this morning my Fitbit Charge 5 has a black screen. I followed the instructions on the Fitbit website te reset my Fitbit, bus this has no effect. My Charge 5 continues to track my activity, but I can only see this trought my mobile phone. I reported this issue to Fitbit customer service, but I have to wait 7 days for their responce. This while I use my Fitbit every dag! Does anyone have some tips? 

P.S. My previous Fitbit Charge 4 broke down exactly after 2 years, I bought my currect Charge 5 on April 2023.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @AvdB. Welcome to the Fitibt Community Forums. Thanks for the details provided in your post about the issue with your Charge 5 and your time in trying to troubleshoot the issue before reaching out. 

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. Since you have reported this matter to our Support Team, please note there's nothing left we here in the community can suggest other than reaching out to our team again.

I hope we can get you back on track soon. 

[AvdB]

Dear Maria, 

Unfortunately, no one from Fitbit has contacted me, I don't know on what basis you think my problem has been solved.

[Mike_B85]

Just following thread as mine has done the same

[DalanSS]

I have the same exact problem, and it happened to me this morning, very frustrating and annoying.

[Mike_B85]

I ended up going through the online help. Tried a few things with them. Didn’t work. 
As it was less than 12 months old, I qualified for a replacement watch. Will be interesting to see how long that takes to arrive. 

[SunsetRunner]

Same exact issue here. I need to check if it’s still under warranty. Nothing has worked so far. 

[Nesreki]

I’ve got the exact same issue, tried resetting through the charger and nothing seems to be working. Got to see whether I qualify for warranty and see what happens from there 

[IMaCaNcErGrL]

I have a similar experience in that I have a black screen.  It’s currently plugged into the charger doing nothing.

just following to see what others do or have done as I am getting ready to reach out to support.

[Nesreki]

I’ve just spoken to support and I’m eligible for a replacement, I’ve just got to select the best option for me, sucks though not even a year old and this happens 😕

[AvdB]

This afternoon I contacted Fitbit customer contact center. I have been promised that I will receive a new Fitbit within 7 days. I was also sent a form I could choose two options: a replacement model and a new watch with a 50% discount. In my opinion, a replaced model is not necessarily a new Fitbit (customer center commitment). I'm curious. Anyway, I'll let you know what happens next.

[KangaKiwi]

I have a similar issue, starting today (October 4th in New Zealand), except my Charge 5 also intermittently vibrates and no tracking data appears in the app. There have been a few nights with a blank heartbeat signal for part of the night which must have been a warning sign. I am currently travelling so have limited ability to investigate for a while.

[PiX666]

I've been having kind of the same problem since the 2nd of October. When I put it on charge it shows charging % and all, but when i take it out it does not wake up. It's a black/blank screen. Got in touch with CS yesterday, tried reset that didn't help. The guy told me I'll receive an email with details regarding my warranty or 50% if am eligible or not, instead I got a useless email giving me the same steps to troubleshoot and NO INFORMATION on my warranty. 

[FitbitUser0714]

Has yours come yet? Mine hasn't

[Nesreki]

Mine arrived in the mail yesterday, was shipped via StarTrack on Tuesday 

[AvdB]

Dear all,

This morning I received my replacement Fitbit, a refurbished model in an old plastic bag. No strap, no charger. I am very sad, this is not a service! If I had bought my Fitbit in my own country, I would have received a completely new Fitbit, this is in accordance with European legislation. When my previous Fitbit broke down, I received an offer from Fitbit to buy a new Fitbit through their wetsite. At a negligible discount. I would never have done that, I deeply regret my action!

[KangaKiwi]

I am back home and have tried resetting (screen still blank), changing clockface (doesn't connect), checked warranty (16 months old so am checking consumer rights). It doesn't charge, and only syncs if I do it manually while using reset procedure (and it states the battery is empty).  I tried changing the clock face while resetting but it couldn't connect then either (probably because it isn't charging).

What is the actual battery lifespan of these things? I see that support is warning of long delays in response times at the moment.

[Essie74]

I have exactly the same problem. At once while walking a black screen today. Nothing helps. Do you already have a solution?

[KangaKiwi]

I have been trying to 'fix' my Charge 5 for a few hours. Resetting multiple times, trying various recommendations, playing around in the app. I noticed my phone was not linked through the app anymore (post software update?). I fixed that, and re-tried resetting, manually syncing etc.  Went back after a while and the Fitbit was charging and syncing again. I put it on, closed and reopened the app and data is coming through.  Fitbit screen is still blank (changing clockface did nothing), and I can't see how much charge it has without digging around in the app. But, a step forward.  Hopefully the screen will come back too, eventually.

[KangaKiwi]

Hi. I have partially fixed the problem, but it took hours. I can now charge my Fitbit. It is collecting data and syncs with my phone again, but the watch face is still blank.  Below is how I did it.I kept resetting my Fitbit using the button on the charge cable plug. I then opened the app and did a manual sync while resetting, which it did despite no battery charge. I also looked at device settings in the app, found that my phone was not connected to it (very strange) so I reconnected it. I rebooted my phone to force it to refresh the app. After doing all these things (in various combinations), the battery began to charge and auto-syncing restarted.I think the recent software update has problems and this has caused issues for many. I am hoping that the software issues will get fixed with another update and return the screen, so will keep resetting from time to time. Changing the screen image did nothing, but I might try a few different screens in case another one is better. I am not brave enough to uninstall and reinstall the app as others have lost the connection between phone and Fitbit (blank Fitbit screen makes reconnection impossible).Good luck with your Fitbit.  I have just bought a different brand of smart tracker for my husband after this experience.