Charge 5 has stopped working

[Sandragreige]

The device collapsed out of nowhere ! 
I tried everything restarted ,resync…   calling Fitbit( which was no help at all )

suddenly the device stop tracking my steps , the heart rate sensors aren’t working .
super disappointed , I’ve been using Fitbit from 2016!! Customer service and after sales are no help ! 
the service has been with me for a year and 2 months only ! 

Moderator Edit: Clarified subject

[RB084]

Same thing happening here! Was tracking my steps and everything fine yesterday, but not syncing properly, then half way through the afternoon it completely dies, and charged it overnight - No longer tracking steps - still seems to do heart rate, but can only sync after restarting the device, charge is already at 52% after wearing it for maybe 4hrs? I've had the charge 5 for just over 2 years, and its always held charge well - maybe 7-8 days if not using GPS, and then suddenly lots of issues.

[Sandragreige]

Honestly, it’s such a shame .

i never faced such issues with Fitbit. I really don’t know what to do next.

[MarreFitbit]

Hi there, @Sandragreige. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that the battery of your Charge 5 keeps draining. I understand your concern and how you must be feeling.

As you mentioned, I've seen you contacted our Support Team before posting here and they've already assisted you. Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Charge 5 and also want to find a resolution to your issue, my best advice is to keep the conversation with our team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies. Thanks in advance! 

@RB084 It's nice to see you around the Fitbit Community Forums. Thanks for the steps you've tried in order to solve the battery and syncing issues with your Charge 5. I will do my best to help you! 

As a first approach, please bear in mind that as all rechargeable batteries age, they deteriorate to some extent and an older device will need to be charged more often than a new one. The best way of minimizing this effect is to avoid deep discharges of the battery. To maximize the overall life of your Fitbit device's battery, ideally keep it between 20-80%.  Many people find that a daily battery boost works best ( e.g. giving it a 15 minutes charge while you are showering in the morning).

If you haven't done so yet, I'd recommend following the tips and recommendations provided here Can I extend my Fitbit device's battery life?

Regarding the syncing issues, please see Why won't my Fitbit device sync?

As per the description of your post, it seems like your Charge 5 stops tracking your steps every time the battery goes empty. Let's try solving the battery and syncing issues and see if once the battery starts working properly, your Charge 5 starts tracking your steps as it should.

[ram1946]

Same issue here. Very disappointed. I’ve been a Fitbit user for years. Switching to Google has not been good. 

[Sandragreige]

Hello 

thank you for your reply 

I have spoken to team and stayed with them on the line for around 20 minutes to come to the conclusion that there isn’t much they can do to help specially that the warranty is only for a year .

[Yellakuttu]

I experienced exactly same problem few days. Out of nowhere, my Charge 5 suddenly went dead and there is no response since then. I have unsuccessfully tried to restart but the screen simply won't wake up. My device was hardly a year and half old. Guys update if you find a solution. 

[CilaCec]

My fitbit died today too. Battery 87% this morning (well, I was up late at 10 😂) when i synced it.  I checked the time 15.45, and sometime after that it completely died. No reaction whatsoever, no buzzing, lights etc. Tried 3 x button, 3 x connection to charger. And this is the replacement for an another fitbit that died the same way 😒 why can't fitbit make something/ anything that WORKS??

[bobbyky]

I have been totally frustrated with Fitbit CS  They said some people get 8-10 years out of a device.   Problems like a faulty USB port or dropped units could be a problem Yet they give you no recommendations for longevity and your just hard on the unit.    I have replaced a charge 5 and 6    I even buy and added extended warranty for a  additional year knowing that I will have to replace them within a year.. Give me the old 50 percent off on a new model racket   (been there done that)  If you make stuff that you have to replace all the time, It is not good stuff!

[TwoWheels]

My Charge 5 (Version 20001.194.91) stopped working overnight despite having sufficient charge. I cannot attempt a reset on the physical watch b/c the screen is black and non-responsive. I attempted to reset with the charger cord multiple times when plugged into my computer and alternatively plugged into a wall outlet adapter, but this is not working either: I got the Fitbit logo to light briefly for 1 second; I got a low battery/unable to charge message another time; and I got some random screen images in yet other attempts. I recently updated my Apple iPhone 12 OS (currently running 18.4.1), and I wonder if that has thrown things off.