Charge 5 goes black

[LisaEarley]

A few days ago, my Charge 5 went blank. It comes back up with the time (but it is very faint) but when I double tap for info, it goes black (blank). I have tried all of the trouble shooting info: plugging in, doing a hard restart,turning bloothtooth on d as md off but noticing works. Sometimes it will track data, sometimes it won’t or even sync. I smell thinking I have a “dud”. 

[DavideFitbit]

Hi, welcome to the Community forums, @LisaEarley. 

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

There are a few steps that are usually helpful with any type of display issues. 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. 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. 

Hope this helps, I'll be around. 

[Altime]

Thanks for the options, No love,

the charging is all over the place. I can pull it off the charger with 100% charge put it in my wrist, it is dead in less then 5 minutes. It kinda will sync if I’m willing to hang out for about an hour or so.

I would really like to know where to send it back to and get some of my money back. Bought it new in late Dec 2021.

Very disappointed!

my Charge 5 has been amazing right up til I updated my firm ware a week ago!

fitbit has been good to me for years to bad it seems I will be going to a different product.

[ChrisInChgo]

I had a similar problem with my Charge 4.  I had it for a couple of years and it worked well.  One day the screen went black and I couldn't sync nor would it wake up.  After a few weeks on the charger,  it woke up and I was able to use it another another 2 weeks, then it died AGAIN.

I now have a Charge 5.  In reading the instructions, I saw that soap and oils reduce that coating that makes the Charge 5 water resistant.  I wore the Charge 4 in the shower every day and saw soap roll over it in every shower.  I'm wondering if I reduced the  water resistant coating and allow moisture to get inside.

In any case, I now take my Charge 5 off before I take a shower.

[toddburkes]

I'm having this problem now and it happened after being at the gym, sauna and pool and showering. hmmm

[emili]

@Altime hey there- here is a link with options of how to contact support.. https://myhelp.fitbit.com/s/support?language=en_US

Considering the issues, I would encourage you to contact them. You may also want to let them know up front that you have tried all the troubleshooting items just to speed things along as that will be the first thing they ask you. Good luck.. 

[DavideFitbit]

@Altime Thank you for confirming that you already tried the steps suggested. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

@ChrisInChgo Thanks for taking the time to share your experience with this. I'm sure this will be useful for other users as well. 

@toddburkes 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 more instructions. In this case, they will let you know how to proceed. 

See you around.