Charge 5 dead except when plugged in

[wolf59]

Good Day,

A few questions:

I have a Charge 5 less than 7 months old. It has been working fine - charge lasting about a week.

Last night I looked down and noticed it was dead. Thinking it was run down - possible, not usual, but not unheard of - I plugged it in for a couple of hours and ignored it.

Checked it - got the 100% battery screen - unplugged it - and nothing.

To shorten the story, I messed around with it - tried the 3-push-chargecable reset a couple of times, and verified I could get to the usual screens while its plugged into the charge cable, but whenever I unplug it from the charge cable it goes dead again.

When I reconnect it I get the blue dots - it comes up - and indicates 100% charge.

so Q1: Does anyone have any ideas how to fix this?

Q2: What is the warranty period on these - theyre rather expensive for 6 or 7 months of operation

Q3 - I have an old charge 3 that I would like use while getting this one resolved (strap bracket broke off). How do I get that one to register steps to fitbit again so I can track with that?

Thanks for any help you can give!

W

Moderator edit: format

[DavideFitbit]

Welcome to the Community forums, @wolf59. 

Thank you for sharing that you've having this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

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 > Tap 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. 

Regarding your other questions, the warranty period for Fitbit devices is of one year, but the warranty period can vary depending on your location too. You can find the complete warranty policy here. 

If you wish to use your Charge 3 to record steps in the meantime, you would only need to set it up in your account and you'll see your information every time you sync. However, keep in mind that if you unpair your Charge 5 and you can't see anything on the scree, you won't be able to set it up again, since you need to see a 4 digit code in the screen during the set up process. 

Hope this helps, I'll be around. 

[oalqubaisi · Accepted solution]

Hi Wolf,

A1: I had the exact same issue after latest firmware update. I contacted support team from the application help section. it was confirmed by support. so they sent me replacement couple of days ago. they will only send watch it self. no box, no band, no charge. just the small tracker. you get to keep your old device. hope this help.

A2: mine was 2 years warranty. device stopped after 30 days. firmware issue.

A3: set charge 3 as new device in the application. your old data will be synced to the charge 3 and you continue from there. 

hope this helps

Owaidha

[wolf59]

Hi Owaidha,

Yup -that is exactly my experience - I noticed a here-to-fore unnoticed place on my app that said contact customer support after posting the above message, the rep walked me through the steps Davide recommended - most of which I had already done - then sent me a new fitbit! I got it back a couple days ago and am back in business!

Thank you both for your reply

[DavideFitbit]

@oalqubaisi @wolf59 Thanks for sharing that you already tried the steps suggested. 

I'm sorry to see that you continued to experience the same inconvenience, but it's good to know that you've receiving a replacement device.

Thanks again for sharing these updates!