Charge 5 not responding

[Gunner25]

I have a new Charge 5 that I purchased at Walmart in the US. I am not there now and have no way of replacing it. It is less than a year old. I also have a Versa 2 on which the button you push in seems to be jammed. This is my 5th Fit Bit. I have always been very satisfied until my experience with this Charge 5. All I see on the screen now are 2 red dots!

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, I appreciate the information provided about this issue with your Charge 5, @Gunner25. 

If you haven't done so already, could you please confirm if you already tried the three pulse restart method using the charging cable?  

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

 In addition, you can also try changing to a different clock face if you continue to experience the same problem. 

Hope this helps, I'll be around. 

[Mom12]

I had the same problem.   This fixed it. 

[Bev24]

I have the same issue but it is not fixed. 

[Reddawgmt]

Stopped responding last night and the battery wasn’t dead. Updated tracker this morning and the screen is black. Tried resetting from the charging cable multiple times and hasn’t fixed the problem. 

There is a vibration after each push of the button and one about 2 seconds after the third push. The logo never appears. 

[vibrantestvixen]

I have the same issue - I have done the charge cable reboot already; my Charge 5 is still not responding. I cannot update the clock face - my phone says it cannot connect to the device and the battery is dead. It does not not appear to be charging or responding to charge cable input.

[Bunchadogs]

You may need to let it charge for quite awhile before attempting the reset.  The first time mine died (due to the mysterious battery drain issue: https://community.fitbit.com/t5/Charge-5/Charge-5-battery-draining-too-fast/m-p/5147332#M15061) I had to let it charge for 3-4 hours before the reset would work and I could see the Fitbit logo. I was getting the same slight vibration after every button push, and never saw the display / Fitbit logo.

After a long charge the reset finally performed as described.

However - and I certainly this is NOT the case in your situation - the resets were never a solution to my problems.  

[maseydeb]

I have the same problem with my charge 5. Five dots across the screen. I have tried all the suggested fixers and nothing works. 

[Bev24]

I have just been through the whole process with Fit Bit Support and they couldn't fix the issue so am getting a replacement.

[DavideFitbit]

Hi, thank you for all your replies, and welcome to all the new users in the Community forums. 

it's good to know that some if you were able to resolve with the suggested troubleshooting steps. However, if you continue to experience the same problem after the restart, I do recommend that you get in touch with the Customer Support team so they can provide you with the next steps. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Thanks again for all the feedback and comments that you've provided about this. 

See you around. 

[AWHS]

This did not solve my problem....

[koos-strydom]

My Fitbit 5 totally died after less than a year of use....

Tried everything and more.....

This was my First and Last Fitbit.....

Don't need this crap in my life period

Moderator edit: format

[DavideFitbit]

Welcome to the Fitbit Community forums, @AWHS @koos-strydom. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, I recommend that you continue the communication with them and they will let you know how to proceed. 

Have a good day. 

[domidodo]

Last week my charge 5 choked...tried the three pusle restart procedure after recharging it...cannot get the screen respond to my taps...

I can initiate the pairing with my phone and it will ask me for the pairing code. Yet there is no way to get the screen turn on. During restarting the fitbit log will appear briefly.

Also the battery trains in no time.

Is there anything else I could try or should I contact support ?

Regards

[DavideFitbit]

Hi, thanks for confirming that you're experiencing the same inconvenience with the Charge 5, @domidodo.  

It seems that you were also able to get in touch with the Customer Support team. In this case, I do recommend that you continue the communication with them so they can let you know about the options available for you. 

[mochahantas]

I did. No luck whatsoever. Truly disappointed in Fitbit for not providing
support on a device that you know has major issues with battery life. My
original Fitbits (Fitbit Flex and Charge 2) lasted for years. Both Charge
5s lasted for less than a year. First one, eight months. Second one, six
months. Yet, the company would expect someone to shell out another $130 to
get another one that won't last.

[domidodo]

I bought it in AUgust 2022 with a 2 years warranty. So returned it and received a new one a week later 🙂

[DavideFitbit]

@mochahantas Thank you for  your reply. 

I'm  sorry to see that you've experienced this same problem with your Charge 5. It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback regarding the quality; comments from users are always useful to continue improving the quality of products and services.

@domidodo Thanks for sharing your experience as well, it's good to know that you received a new device!