Charge 5 not charging

[CheesyToast]

Hi, charge 5 is not charging. I have tried pushing the button on the charger cable 3 times. I have tried a replacement charger cable and multiple sockets etc. Nothing is working. There is no charge in the watch to attempt to factory reset it either. 

[EstuardoFitbit]

Hello there @CheesyToast, welcome to the Fitbit Community.

Thanks a lot for the steps you have already tried. There is still one thing I'd like to suggest.

Cleaning the back of the device with a tooth brush and fresh water might help. Also, using a USB port on a computer instead of a wall socket is often a more stable way to charge the device.

Please see this article for additional help.

[CheesyToast]

Hi Estuardo, thank you for your suggestions. I did already try charging it via USB port in our plug socket, with a standalone plug socket, into a PC, and all with a replacement cable too. I had also cleaned it but not with a toothbrush, I have now tried with a toothbrush however I am getting the same issue. As advised I believe it is a software issue and not a hardware issue.

[EstuardoFitbit · Accepted solution]

Thanks a lot @CheesyToast, for taking the time to follow the steps I previously recommend!

I've been informed that you were able to get in touch with the Customer Support team for further assistance with this.

In this case, they will let you know how to proceed.

[CheesyToast]

That's great, thank you! 😊 

[EstuardoFitbit]

@CheesyToast You're welcome, I'm always happy to help!