Charge 5 not reacting

[Rk5]

Hello, 

My charge 5 stopped working completely after a splash of water on it while I was gardening. I have tried cleaning, drying it off and then charging it but still not responsive. I have also changed USB port and tried charging but no luck. No lights turn on. I am so disappointed since it was barely a few drops of water on it and it completely died on me. 

I am so dependent on it to keep me on track for my physical activity. Does anyone have a solution to it? 

Moderator Edit: Clarified subject

[FatimaFitbit]

Hi there @Rk5! Welcome to the Fitbit Community! Thank you for sharing with us that your Charge 5 stopped working after being in contact with water. Thanks for your efforts too.

Have you tried to restart your Charge 5? If not: 

1. Connect your device to the charging cable. 
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

[RiekoC]

Hello @Rk5 

You mention that no lights turn on. I take to mean that you don't see the green light (heart rate sensor) on the back of your Charge 5.

If this is the case, I've seen users report that Support had them do a factory data reset, aka erase user data, and that restored the light on the back of the device. If you'd like to try this to see if it will work to restore your Charge 5, this help page has the instructions to erase the Fitbit data (<-- click link). You might want to try doing this more than once.

If erasing the data on your Charge 5 doesn't restore the green light, the next step would be to contact Support (<-- click link). Complete the prompts until you get the option to chat or call.

[Rk5]

Thank you for your help Fatima. There isn’t a button on the charger. It only has the two connection points to connect to the Fitbit. 

[Rk5]

Thank you for your help Reiko. Unfortunately, I can reset it since the instructions mention to access Settings app on your Fitbit device and I am not able to access the Settings app since my Fitbit is not turning on at all. No green light turns on and the screen is completely black. 
I will reach out to Support team. 

[FatimaFitbit]

Hi @Rk5! Thanks for your answer.

You can also restart your device in another way. Disconnect the device from the charging cable, wait one second, then reconnect. Repeat this process 3 times in an 8 second interval and then wait 10 seconds until the device restarts.

Here is a picture of the button on the charger:

[Rk5]

Omg Fatima. Thank you for letting me know of the button. I tried the instructions but still my Fitbit device is dead. No green light turned on after it being on charge for an hour since i followed your instructions. 

[FatimaFitbit]

Hi there @Rk5! Thank you so much for your answer and your efforts.

Since you have tried the steps and your Charge 5 still doesn't work, I need more information from you, which is best shared privately. I am sharing a link to a form for you to fill out here.

This form is for you only, so let me know when you have completed it.