Charge 5 didn’t count my steps and distance, ran out of battery very quickly (within 2-3 hours)

[SuvitApong]

I bought my Charge 5 in November last years and it worked well until last Friday. A few problems happened at the same time as following:

  1. It didn’t count my steps and distance (all were zero at all time no matter how much I moved).

  2. It ran out of battery so quick. From 100% (full charge) to 0% within a few hours.

I have done the “Restart Device” ,“Clear User Data”, and pressing the charger USB end (3 times) already but the problem still exists.

What should I do next?

Your suggestion would be appreciated. Thanks.

Moderator edit: format

[DavideFitbit]

Hello, welcome to the Fitbit Community forums, @SuvitApong. 

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

In this case, since you already tried the restart procedure as well as other steps, and you continue to experience the same problem with the device not counting your data, I recommend that you get in touch with the Customer Support team for further assistance with this. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

In the meantime, and regarding the problem you mentioned with the battery draining too fast, please make sure that you've followed the steps provided in this article. The battery can last up to 7 days; because battery life is affected by use and other settings, actual results may vary, but the battery shouldn't be draining within a few hours. Keep in mind that some of the feature that can drain the battery more rapidly are: 

• Built-in GPS (Charge 5 can have a battery life of up to 4 day when using this feature regularly, or up to 5 hours if you use it continuously).
• Always-on display (Charge 5 can have a battery life of up to 3 days when using this feature). 
• Using an Sp82 clock face (Fitbit points out in this article that you may have to charge your Fitbit device more often when collecting SpO2 data).

I'll be around. 

[SuvitApong]

Thanks a lot for your feedback and suggestion. I will proceed with the Customer Support team as suggested. Thanks.

[DavideFitbit]

@SuvitApong No problem, thank you for sharing this update! 

See you around.