Charge 5 is not working

[PattySue63]

My Charge 5 stopped working yesterday 11/09/24...around 10am Brisbane time....wouldn't sync....steps weren't increasing....wouldn't charge.  Tonight it has just swtiched off completely 12/09/24 approx 10pm (no lights on the back...nothing on the screen.  Any idea

Moderator Edit: Formatting.

[Scet]

Hi,

When you look at at least five other people on here having the black screen
thing happen to them within a few days of each other points to it being a
software issue.

Many people have stated that they can see the screen for varying lengths of
times and then lose it again, but still have the app pick up what the watch
is doing. Mine works fine it seems, without the screen staying on. Also
started happening after the recent app update.

I find it strange that the Fitbit team are just trying to get everyone to
reset their watches when that "fix" is short lived at best. Get your team
working on the software problem that caused the issue in the first place.
Then again they are probably wanting people to buy a new watch.

[wiljpeters]

tried it and it doesn't work

[mbsfbit]

I bought 4 Charge 5’s at the same time. 
One was lost but the other 3, as of yesterday have all done the same thing. Stopped charging, blank screen, Fitbit logo, red circle & cross. Ultimately died. Nothing works to bring them back. Really miss it & want another but will genuinely consider others. This must be the 3rd or 4th one I’ve had. 

Moderator edit: word choice. 

[jp.agbofam]

Very frustrated at this point. Can't get anyone to help re my fitbit charge 5 not working. Tried all the troubleshooting tips but no joy. I experience this regularly with the Charge 5 fitbit and my device has been replaced about 5 or 6 times over the last two and half years. This time round I have been going round in circles. Can't contact help support via phone or online chat. Can't email them. What a poor customer service? Is there anyway I can't get someone in customer support to arrange the replacement of my device? If I can't get this done, I would never ever use fitbit devices again and would not recommend anyone to. The customer service is atrocious. 

NOT HAPPY CUSTOMER

[ED_G]

If they've replaced it 5-6 times for free you are more fortunate than many of us.  Mine died 3 months beyond the warranty at the same exact same time as many others here (making me believe it is 100% a firmware update bricking the device), and after spending a half hour with voice help on the phone where they make you take the same steps you probably already tried at home with resetting it by pushing the button 3 times, all they tell you is warranty support will be emailing you information and they quickly end the call (leaving it ambiguous so there is less chance of an ugly argument when you realize you are out of luck), then you get an email for 35% off another device.

My advice is move on.  I found another brand after a little research and am happy with it. You probably will have to spend more than the cost of a Charge 6 but you will get a better quality device.  Just make sure your phone supports it as some watches require you to use the same brand phone, while others do not.

[Scet]

Everyone has followed the advice repeatedly but to no avail, so it's obviously a software (deliberate?)  error due to the following facts:

• Most of us have had our Fitbits "bricked" at approximately the same time, after the app was updated
• Everyone can see something on the screen for a short period of time, so the screen is still working
• According to the Fitbit app, the watch still functions as normal, but with no display
• Most of us have had two, three, four or more watches replaced in the past over this, I wonder how many just went out and bought a new watch without contacting support?

One of the moderators posted that the "Team" were working on a fix, well the fix should be obviously to roll the software back to where it was at before the update.

It's obvious that Fitbit are hoping that people will throw their arms up in the air and buy new Fitbits.

This whole situation is absolutely disgusting behavior!!

[Scet]

I don't think putting your watch in a freezer is an acceptable solution to this situation.

[jrh903]

So,.... crazy that this happens, and that Fitbit/Google has everyone jump through these hoops in the hopes that they will resolve the Black screen issues that many seem to be reporting. On another post, (sorry, haven't been able to find it again) I saw the number for customer service, called them, they were very helpful in offering me a 50% discount on a Charge 6. Not my ideal resolution, but better than a kick in the teeth.

The Charge fits my needs currently, but if this one fails "prematurely",  I will need to look closer at other options.  

[brilliantyears]

Glad I’m reading this thread. My Charge 5 is frozen as well (on a slowly blinking Fitbit logo). What a coincidence!

I already decided not to continue with Fitbit after my Charge 5 dies (trying to make it last as long as possible despite all the problems I’ve continued to have with it precisely since the warranty ran out). Had Fitbit for well over a decade, but this confirms for me that it’s time to let go.