Charge 5 not charging further and screen unresponsive

[Moonwolf]

I have had my Charge 5 for 10 months. I went for a parkrun this morning. It was raining but otherwise a normal day, air temp about 13C. I had charged it during the week and it was on about 85% charge. After 28 minutes it stopped working entirely, the screen would not respond and it won’t sync with the app. I attached the charge cable and it showed 2% charge. It did synchronise with the app and it seems to have charged to 89% but it won’t charge further. The app tells me it needs an update but it won’t update and the screen won’t come on so I can’t reset it. The app says it is on version 20001.171.50 which I think is the current version.

I have tried resetting from the cable.  I press the button 3 times and the logo appears but then nothing else happens, the screen won’t come on and if I take it off the cable the heart rate lights don’t come on.

What do I do now, 10 months is not an acceptable life. I have had fitbit devices since 2014.

Moderator Edit: Clarified subject

[AMCG10520]

I’m having the same issue!  What are our options?

[Jimfraser69]

Mine is doing the exact same thing. Won't come off the logo screen.

[Moonwolf]

I’m hoping to find out.

[Lolabswanny]

I have the same problem. Ten months old and no longer a working screen

[SunsetRunner]

I'm having the same issue. My fitbit only has the logo showing and it wont sync to my phone.

[Jimfraser69]

I phoned customer service and complained. Upshot is I am getting a replacement unit delivered for free.

[_Anthonyfair]

@SunsetRunner have you tried restarting or resetting your device ?

[Jimfraser69]

Yes tried all the usual. Contacted customer services and the upshot is they are sending a replacement free of charge.

[_Anthonyfair]

@Jimfraser69 was a date given for the replacement mate ?

[SunsetRunner]

Yes, I tried everything. I'm contacting customer service so they can troubleshoot with me. Thanks for advice!

[Kbethy]

Mine stopped during my workout this morning.

Screen is completely unresponsive, not even logo appears when I put it on the charger 

[Lolabswanny]

Contacted customer support and went through all the trouble shooting steps with them. Now getting a new device. 

[Jimfraser69]

Same here.

[Jimfraser69]

Your welcome.

[Jimfraser69]

Yes 2-5 days.

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for bringing this to our attention, as well as the steps tried prior to posting. You all did a good job!

@Moonwolf, @Jimfraser69, @Lolabswanny, @SunsetRunner and @Kbethy I went ahead to check your details and it seems you already have a case created with our Support team. Please keep an open communication with them, I'm sure they'll provide you with further assistance.

@AMCG10520 and @_Anthonyfair Because your post didn't mention, may I know if you've tried restarting your trackers? If by any chance the issue is with the battery not charging, please give a try to the other steps described here and don't hesitate to let me know if the issue persists.

[Jimfraser69]

I've tried everything suggested by others that have same model. I went through all with customer support yesterday as well. Nothing worked that is why they are replacing mine. I have been going through it all again 2 or3 times today still not starting up.

[Lolabswanny]

I am too. I got a confirmation email saying my replacement was shipped, but going by the tracking number they gave me, it hasn’t even left their facility yet! 😖

[LizzyDishes]

I had my charge five stop charging and holding a charge in September. They sent me a replacement and then this morning, after the time change, it’s down to 30% after a couple hours and won’t charge up. I don’t want another replacement. I’m tired of doing the testing that Fitbit apparently couldn’t do before they released it. I’m going to a different brand that will hopefully not sell products that they know don’t work.