Charge 5 has stopped working

[PattySue63]

My Fitbit Charge 5 has been mostly unresponsive since the update on 05/03.
I have had to recharge/restart/clean/change watch face so many times just to get it to open, then it goes black again after a few hours.  Last night it turned off 30m into my daily walk.  I cleaned all the points, put it back on the charger and hit the restart button 3 times...saw the blue logo flash but nothing happened after that.
Left it charging while I went to dinner...when I came home the screen had a white cross in a red circle.
Today it is just black, but the logo still flashes when I hit the restart button 3 times.
Anyone else having this issue (it seems the white cross happened after an update in 2023/24)

Moderator edit: clarified subject.

[ManuFitbit]

Good to see you participating in the forums @PattySue63. 

Thank you for taking the time to share this information regarding the difficulty that you are experiencing with Charge 5. 

Please try to perform the following troubleshooting steps:

1. Sync the device in the Fitbit app.

• From the Today tab in the Fitbit app, tap Devices.
• Chooose the Charge 5.
• Tap Sync Now.

2. Check for available Firmware updates.

• With the Fitbit device nearby, open the Fitbit app (make sure the Fitbit device is charged).
• Tap the Today Tab > Devices > your device.
• Tap Update (This option only appears if an update is available).

Follow the on-screen instructions: Keep the Fitbit device close to your phone during the update. When the update starts, a progress bar appears on the device and in the Fitbit app until the update is complete.

3. Charge the device:

Double-check the connection: Ensure secure connection to the charging cable and that the cable is plugged into a working USB port (computer or UL-certified wall charger).

If these steps don't work:

4. Restart the device: Keep in mind that your data won't be deleted: How do I restart my Fitbit device?

5. Changing the clock face via the Fitbit app can sometimes resolve a black screen issue:

• Open the Fitbit app.
• Choose Device Settings.
• Navigate to the clock face options and try selecting a different clock face.

[PattySue63]

Hello, thank you for your reply.  However:
1.  I can't "sync" the device as it won't turn on.
2.  I have checked and there is no pending updates.
3. I have charged both on a wall charger and also plugged into my laptop.  The only response I get is the blue logo flashing on for a second.
4. I have done multiple manual restarts over the past 2 weeks using the button on the charging cable.  Again, the blue logo flashes for a second.
    I also tried the connect/disconnect x 3 times in 5 seconds suggestion on another post.
5. Until the watch turns on you cannot change the clock face  (although I did manage to change the clock face a few days ago when it last turned on).
very disappointed as I have been with Fitbit for 11 years.

[ManuFitbit]

Thank you for responding @PattySue63.

At this point, I suggest getting in touch with our Support team, as they have specialized tools to assist you more effectively. Please feel free to contact them; they will be happy to help. 

[Betsie67]

2 days ago my screen started to fade and then dissapeared altogether.  I got onto the forum and did everything suggested, cleaning, changing charge cables, charge locations etc. Then out of the blue the face appeared with low battery, so I started with low battery solutions, ended up using my computer to charge it and it worked for 1 day. I woke up this morning and now just the Fitbit logo apears, nothing else and even trying the the button on the charge cable isn't getting a response.  I've been a fit bit client since 2015, but over the years I'm getting frustrated that these type of issues are still happening.  How can we fix it please.

---

Patty I'm having the same issues, have you had any response from the Support team?

[ManuFitbit]

Good to see you participating in the community @Betsie67. 

I appreciate you providing those details about the issue you're experiencing with your Fitbit.

Could you please confirm if you've followed the steps we've covered so far?

[PattySue63]

As previously stated I have tried EVERYTHING multiple times, but my Charge 5 only flashes the blue logo for a second it won't turn on or connect to my phone.

[PattySue63]

No Betsie I didn't bother since my Charge 5 would be out of warranty by now and reading all the forums I believe it is dead

[RiekoC]

Hello @PattySue63 , @Betsie67 

There's an unconventional method that a Charge 5 user tried and was able to get their device working again - exposure to freezing temps. This thread (<-- click) explains what they did. This method has worked for some, but not all users experiencing a similar issue. Still, it might be worth a try. 

[Betsie67]

Thx U for your update information.

I've tried everything.

Fortunately Google has offered to replace.

[Goonertess]

My charge 5 has absolutely stopped working. Kept going black when still charged.  Now it has no data appearing, except calories, no steps, no sleep nothing.  Won’t pair to phone or iPad. Is it done for? Don’t want to waste money on a new one if this is what is going to happen. Have been using fitbits for more than 10 years with very few issues.

[PattySue63]

Thanks Rieko...I have put it in the freezer to give that a try.  🙂

[MariLuFitbit]

Hi @Goonertess, it's great to have you on board!

Welcome back @PattySue63! I hope you're having a lovely week. I was wondering if you were able to resolve the issue, or if you'd like more help.

@Betsie67, Thank you for sharing that update with us. 

@Goonertess, I really appreciate you being so open about your experience. By any chance, Have you tried the tips @ManuFitbit shared in this thread? Let us know if they helped!

It is nice to have you here. @RiekoC, as always.