Charge 5 is unresponsive

[T-davis]

My charge 5 screen won’t turn on.  When I charge it, the Fitbit logo appears for a second then goes back out.  I tried to restart it and it won’t do anything.  Does anyone know something I can try?

Moderator Edit: Clarified subject

[SunsetRunner]

When plugged in, double tap the screen to make sure it powered up all the way. If it’s off, you probably need to contact the support group. Hopefully it’s still under warranty. 

[MarreFitbit]

Hi there, @T-davis. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out.

As per the description of your post, it seems like your Charge 5 is having battery issues. If you've tried charging your Charge 5 for more than 2 hours but to no avail, please see Why ins't my FItbit device's battery charging?

If the above doesn't work, connect your Charge 5 to the charger and try the following (while it's connected to the charging cable and even if some of them you've tried already):

• Unpair your Charge 5 from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Charge 5.
• If there is no connection, restart your Charge 5.
• Once your Charge 5 is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 
  
  

With the steps above, what I want you to do is to pair your Charge 5 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

If none of the above work, please follow @SunsetRunner's advice and chat with us online or give us a call. Click here to get connected.

I hope we can solve your issue soon. 

[RiekoC]

Hello & welcome @T-davis 

Sorry to see you're having problems with a non-responsive Charge 5. Please disregard the troubleshooting steps in MarreFitbit's post as you did not say you had a charging or sync issue. 

Another troubleshooting step to try for the non-responsive screen is changing the clock face. Sometimes changing the clock face will get your device "unstuck". If it's successful, you can change back to the clock face that you prefer. Click here for instructions on: How to change Charge 5 clock face 

Based on posts I've read, you may need to try both restarting the device and changing the clock face a few times. If you still have a non-responsive screen, then contact Fitbit support. They will likely have you try the same troubleshooting steps. Once they confirm that none of the troubleshooting steps returns your device back to normal operation and, if it's still in warranty, they should send you an offer to replace the tracker/pebble or a discount on a different device. If your Charge 5 is out of warranty, they should send you a discount on a replacement. Note: the discount is on the full price even if the device is on sale in the Fitbit store. 

Click here for: Fitbit support