Charge 5 blank screen

[wpymsy]

My Fitbit Charge 5 had been functioning normally for an extended period, but it suddenly went black yesterday afternoon. The device had been fully charged the day before, but now the screen won’t turn on, it’s no longer syncing with my phone, and attempts to restart it using the USB charging cable have failed. At this point, the device is completely unrespo.

Moderator Edit: Clarified subject

[Brie79]

Similar experience @KarynMP I contacted them via the Fitbit support link in the other comment. Got a phone call and they walked me through some reset steps, most of which I already tried. The glimmer of hope was when he had me try switching to a different watch face via the app. The pebble screen and loading bar showed up on my device, but after the new face fully loaded, nothing, black screen again. Got a discount code for replacement. I too think it’s a bug or glitch since my understanding is they are phasing out fitbits. I will say I’ve always had good customer service from them when needed. FYI @armstrl0810 or whomever asked, the reset button is on one side of the USB end of the charger.

[armstrl0810]

Thanks for that .  I located the mysterious button but still have not succeeded in restarting the device.

[AndreaFitbit · Accepted solution]

Hi everyone! I'm sorry to hear that your Charge 5 shows a blank screen.

Please try restarting your tracker following the instructions of help article: How do I restart my Fitbit device?

If a restart doesn't work, please contact our Support Team.

[AKBell22]

Hi Andrea, I am having the same issue with my Charge 5 where is updated itself last week and I have just had a black screen since then.

I have attempted the restart option several times and nothing happens. 

I have tried to contact support but the form is not working. If I choose to do a chat, it says I need to try during opening hours (which are listed as 24/7), when i try the get a call option the form says there was an error. 

I am in Australia and there is no local option to call.

Can you help please.

[RiekoC]

Hello @AKBell22 

I think these phone numbers from a 2023 post are still valid:

USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)

Hope you're able to get through to Support.

[AndreaFitbit]

Welcome to the Fitbit Community, @AKBell22. I'm sorry to hear that your Charge 5 has a black screen after an update. Thank you for letting me know that you have attempted the restart option and contacting support. I'll be happy to assist.

I noticed that you already were able to contact our Support Team.

Thank you for your assistance @RiekoC.

Have a lovely day. 

[Judy-BZ]

I'm having the same problem as everyone else, a blank screen.  I've tried the 3-button fix numerous times today.  The logo comes on and it is seemingly updating but then still leave me with a blank screen. I finally put an old HR on which at least keeps track of mt steps.  How does this just happen out of the blue to everyone!

Moderator Edit: Word choice.

[AndreaFitbit]

Welcome to the Fitbit Community, @Judy-BZ. I'm sorry to hear that your Charge 5 also has a blank screen. Thank you for letting us know about the steps you've followed in order to solve this. I'll be glad to assis and I appreciate your feedback.

Please follow my advise on the best answer post. 

I will be closing this thread, there will be no option for future replies. Please direct to customer support. Have a nice day.