Charge 5 doesn’t always open on swipe up

[DoraBun]

Ever since I bought my Charge 5 I have had difficulty in getting it to open . I try swiping hard up or down and tapping and after a few minutes  it works but it’s so annoying I want to return for a refund or replacement. I’ve tried recharging it . Nothing works 

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @DoraBun. 

Thank you for sharing that you've been having this inconvenience with your Charge 5 device.  

Before considering other options, make sure to complete a restart procedure, as this has been useful for other users experiencing something similar. Preferably. I recommend that you try the three pulse restart method described here below: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, there's a new firmware version that was just released. If you're able to see it, I recommend that you update the firmware version of your Charge 5. 

If you continue to experience the same inconvenience and you're like to proceed with a return for refund, I recommend that you get in touch with the Customer Support team for further assistance. 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. 

Hope this helps, I'll be around.