Charge 5 is unresponsive

[Ravindra1212]

Hi, I’ve owned my Fitbit Charge 5 for around 14 months, and just this past week, it has stopped working completely. There are no lights or activity on the screen or sensors, and the device is completely unresponsive. my phone still shows that the device is charging, and I even see an option to install a firmware update through the Fitbit app. I’ve attempted the update multiple times, but it fails each time.

I’ve also tried the following troubleshooting steps:

• The 3-press reset method using the charging cable – no response.

• Using different USB ports and chargers.

• Cleaning the charging contacts.

• Unpairing and attempting to re-pair the device from Bluetooth and the Fitbit app.

Despite these efforts, the screen remains blank and there is no vibration, logo, or sensor activity.

Any further suggestions would be greatly appreciated. Thank you in advance for your support!

Best regards,
Ravindra singh 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Ravindra1212. Welcome to 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 your Charge 5 is unresponsive. I understand your concern, I will do my best to help you with this!

Please note that sometimes a Fitbit doesn’t seem to be charging when actually the issue is that it has become unresponsive (this can happen if the battery has been allowed to discharge completely). I'd recommend putting it on to charge on a charging wire and outlet known to be working.  Leave it on the charger for a good two hours, even if it doesn’t seem to be charging.  

When it has had two hours, try restarting your Charge 5 (once again). I would recommend trying this maybe twice in a row if a first try doesn’t work.

If the above doesn't work, please see Why isn't my Fitbit device's battery charging? 

[Ravindra1212]

Dear Fitbit Support Team,

I have tried everything as per the information and link provided by you, but the Fitbit Charge 5 has not responded in any way. I have worked on the watch every two hours, but it is not turning on. I am not able to understand what is happening. You do not have a single service center in India and how can you sell a faulty product in India? Please provide me service as per the policy. I would be highly grateful to you.

Despite these repeated efforts—over several hours across multiple days—there has been no response from the device: no lights, vibrations, or display activity. While my phone shows that the device is charging, it remains entirely non-functional.

What’s even more disappointing is the lack of service support in India. I am unable to find any Fitbit-authorized service center here. As a customer who purchased your product in good faith, I expect proper after-sales service under your policy.

I request you to please provide:

• An authorized service solution or return/replacement process applicable in India.

• Immediate assistance to address this issue under warranty or goodwill coverage.

I would be sincerely grateful for your prompt help, as I rely heavily on this device for health tracking and daily routines.

Thank you for your attention and understanding.

Regards, 

Ravindra 

[MarreFitbit]

@Ravindra1212 Thanks for getting back to me and for the update. I'm sorry to hear that the steps recommended did not help. We‘re taking your comments and sentiments in regards to our products and services into consideration. 

Regarding your inquiry,  note that we don't have repair centers in any country where Fitbit trackers are sold.

Since all the steps you tried didn't work, you have a Charge 5 and report it's unresponsive, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it.