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Charge 5 not responding

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‎10-06-2021 08:39 - last edited on ‎10-07-2021 06:47 by Moderator Alum

‎10-06-2021 08:39 - last edited on ‎10-07-2021 06:47 by Moderator Alum

With no previous alert that my Charge 5 was low, it notifies me it is at 7% charge and is critical.  I promptly get it onto a charger, plugged into a wall outlet.  When I went to bed, it hadn't changed much.  I left it on its charger overnight, only to find this morning it was DEAD.  No lights on the back.  I brought it to work with me, had it on the charger for an hour an a half.  Still nothing.  I contacted the help chat, who verified I went through all of the reset options - the only one I couldn't do was to reset through the app, as it was not showing connected - and then told me twice to plug it into a different USB port or wall outlet.  

The Charge 5 was my first time pre-ordering a product from FitBit directly, and we ordered three - one was to be for a gift.  But if I'm having this much trouble, and my husband is struggling with his as well, I don't want to give it - I think I can only send them back.  

**and I did change the outlet i was using at work, and still nothing happened.  

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‎10-07-2021 06:45

‎10-07-2021 06:45

Welcome to the Fitbit Community, @Neetwolf.

 

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and thank you for contacting our Support team. I see that you've been working with them on this issue, please keep the communication via email, they will continue assisting you on this matter. I know they will be glad to help you out and provide a solution.

 

See you around.

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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‎10-07-2021 08:10

‎10-07-2021 08:10

I am not sure why I can't edit my previous post - but as an update, turns out it was the cord causing the issue.  I notified the Support team last evening, and they responded this morning.  PLUS I've already received the notice that my new cord has been shipped!  

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‎10-07-2021 13:58

In response to Neetwolf

‎10-07-2021 13:58

Thank you for the update, @Neetwolf.

 

I am glad to hear your new charging cable is being shipped. I appreciate your feedback and look forward to getting you back on track.

 

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

 

See you around.

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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