Charge 5 blank screen

[Minty1065]

My Charge 5 has blank (black) screen, how can I fix this 

Have reset with no result 

Cheers Chris 

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @Minty1065. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried the restart procedure. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

See you around. 

[txmom77]

Mine did the same thing yesterday.  I did the 3 pulse reset and no luck.  Contacted customer support through text and they advised the same thing, I did it.  NOTHING.  Now I am waiting to hear back from them as they are checking my warranty.  I purchased this in  January 2022.  

[Minty1065]

Yeah I bought two in January also 

Contacted customer support and also Amazon were I bought them ,who then contacted Fitbit also

After sending video of broken watch they are sending out replacement 

Not sure if Amazon had a helping hand regarding my issue or not but at least am getting new one which is great 

[DavideFitbit]

@txmom77 @Minty1065 Thank you for sharing your experience with this. I'm sorry to see that you've been having the same problem with the screen of the Charge 5. 

It's good to know that you've contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed or what are the options available for you. 

Thanks again for all your feedback and comments. 

[Justbad]

I cant seem to connect with anyone on Fitbit...my charge 5 was also purchased in January on Amazon..not sure what to do

[Kfw428]

My husband’s did the same thing only a little over a month after we got it. Can’t return it to the store so if I can’t get it replaced through Fitbit I get stuck with an expensive toy. Did the whole restart thing too 

[4-0]

Me also! ..I have been trying everything.  

[Kfw428]

I called Fitbit customer service and they are sending and email with instructions on how to video and send it to them.   My husband said he will never buy another Fitbit again. 

[4-0]

When it was working I loved it. Now it is very disappointing.  Being a physical therapist I wanted to learn the use if this so I can recommend this to my patients.  I know I need to know all the common issues to help resolve this or I would be stuck spending time on this. I was just looking for something to help motivate and track. So glad I have not been recommending it to my older patients thanksSent from my Verizon, Samsung Galaxy smartphone

[Kfw428]

I understand that!  

[Megifog]

My Charge 5 was purchased in May as a birthday gift which is at the end of June. I didn't get a chance to set it up and start using right away but when I finally did, I charged it completely and was using it for 6 days when the screen went black. I assumed it was time to recharge it so I plugged it in overnight. The next morning I went to turn it on and it wouldn't. I saw a suggestion on the community forum to push the button on the end of the charger 3x with 1 second intervals between so I tried it and it remained black. I tried plugging it in to a different outlet for an hour, no change. I noticed the I attached the charger to the Fitbit that there was a little vibration so I knew the outlet was working just fine. Needless to say I was pretty upset and because of my hectic work schedule, I haven't had a chance to call support until today (8/8) and got absolutely nowhere. The guy told me to do exactly what I'd already done and the thing is still dead. He said he would contact me at some point to tell me what to do next!???????

Seriously, I paid $200 for the device that lasted 6 days, the 1 year premium membership which I'm now a quarter of the year through and the 2 year protection plan and this is what I get??? No answers and a guy who says he'll email me at "some time but not sure when"!!??? This is my 3rd Fitbit.

 I was lured to the dark side by the Apple Watch and all it did but was disgusted with how short the lifespan was considering the ridiculous price so I came back to Fitbit only to be SO completely disappointed right off the bat!

[Kfw428]

We plugged his in overnight too thinking maybe it needed to be charged. We used my charger just to see because mine is fine. Still didn’t work

[Megifog]

I hope you have better luck with support than I did. They basically had me repeat everything I had tried before I called them. The guy said he would need to check to see what more could be done and he’d “get in touch”. I only received an email telling me to try changing the watch face with a link to an instructional video about how to do it. Not sure how they think I’m going to be able to change the watch face on a dead watch!?!?  😞

[4-0]

Very disappointed with the support.  At least you got through. What phone number did you use? Unforgivable that the upgrade should destroy the operating and kill the battery.  

I have enjoyed the tracking and not having it I realize how much I miss it.

we all have fitbits in our family but that is the last fitbit I will ever purchase.  Looking for and manufacturer. 

-----------

Ugh! Nightmare!

-----------

why can't we Uninstallthe update? That is what gave many of us the exact problem

[Megifog]

I never even got a chance to update mine before it went black!! I only had it working for 6 days and was recharging it when it died?? Seems like this is a VERY common problem!! I wonder why there hasn’t been a recall on the item?? I guess this is a “take the money and run” situation…

[DavideFitbit]

Hi everyone, thank you for all the information that you've shared about this issue with the display of your Charge 5. I'm sorry to see that you continue to experience the same problem. 

It seems that some of you already contacted the Customer Support team for further assistance. In this case, I recommend that you continue the communication with them so they can provide you with the next steps. 

If you're new to this thread and if you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please follow these steps in case you're having trouble to charge your device. 
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

However, if you continue to experience the same problem, I recommend that you get in touch with the Support team. The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected. 

Thanks again for all the information provided so far. The team continues to work to improve the Fitbit experience and your feedback is a big part of that process.