Charge 5 display doesn't light up

[DarkMatter1977]

My screen doesn't light up when I tap on it.  It vibrates but doesn't light up.  I even tried to reset it with the power cord button.  Nothing.  Can someone let me know what I can do?

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Community forums, @DarkMatter1977. 

I appreciate all the information that you've provided about this inconvenience with your Charge 5 and the troubleshooting steps you already tried.  

In case there's any problem related to the battery not charging properly, please make sure that you've followed the steps provided in this article.

In addition to the restart procedure you mentioned, there are some general recommendations that are usually helpful with any type of display issues. Please try these additional steps that have been useful for other users:  

1. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
2. If you  can't sync, please try tapping on your profile picture > Charge 5 > Tile to see if the firmware banner appears (since a new firmware version has been released for the Charge 5).
3. 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. 

Hope this helps, I'll be around. 

[DarkMatter1977]

Battery was charged. I can see the stats on the phone app but nothing on my
Charge 5.

Moderator edit: format

[DavideFitbit]

@DarkMatter1977 Thank you for your reply and for confirming that you already tried a few troubleshooting steps.  

In this case, since you already tried the restart procedure with the charging cable and you continue to experience the same problem, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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.

See you around.