Charge 5 not responsive, won't reset does not reset

[AGuyunhappy]

I  had the Charge 5 for about 1- month and then it stopped responding to touch.  then it started acting randomly (screen on w/ logo, then off, non responsive, vibrating extensivly and not responding to touch to stop).  At this point I tired the hard reset (3 pushes on the button) a few hundred times to be sure I go t it right.  Then when I plugged it into charger it, it got hot.  This is where it is now - a dead, non responsive expensive, new high tech gift unusable and No Customer Service to replace it or solve the problem!  No Customer Service - You are left to the input & comments on these forums......... I have not seen "dead unit, gets hot on charging' item before, so here it is.

Moderator edit: subject updated for clarity

[DavideFitbit · Accepted solution]

Welcome to the Fitbit Community forums, @AGuyunhappy. 

Thank you for sharing that you've been experiencing this inconvenience with your Charge 5 and that you already tried a few troubleshooting steps.  

In this case, since you already tried all the basic steps shared in the forums and you continue to experience the same problems, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected.

Thanks again for all the information provided about this. The team continues to work to improve the quality of the Fitbit experience and your feedback is a big part of that process.  

[Vega_Ska]

exact same thing happend to me... months before i did the 3 button press on USB cable and it worked again, but today i left it charging, went to bathroom, when i got back it will not start, and it was hot... unplugged it, tried the USB button thing and nothing... still gets hot if i leave it plugged in for a while... what can i do? did customer service said something we can do?

[Ragnt99]

Has Fitbit provided a resolution to this or any updates? I am having the exact same problem. 

[Vega_Ska]

nothing, the watch does buzz when i press the button but it wont reboot or display a thing, also, the led on the back never turns on, i left it a few days with no charging, im thinking if the battery goes down maybe when i charge again it will work... but i dunno.. im loosing hope

[AzSteps]

I’m experiencing the same, took my watch off to shower, it had a decent charge. Grab it an hour or so later, and the screen is black and won’t respond, I tried the USB reset. It vibrated but never completed the restart, and now won’t do anything, but gets hot on the charger. 

I’ve used Fitbit devices for about 10 years, and every 2-3 years the watch just stops working and Fitbit never has a response. I like the app and the simplicity of the Charge 5, but it might be time to switch. I’m very disappointed that this pattern persists, it always feels like planned obsolescence at its peak. 

[Eclipsemann]

Same issue I'm having on my Charge 5. Started about a week ago when I could not sync and noticed this happening. Then I got a frozen fitbit logo on the screen and  then tried the three button reset like a 100 times when randomly it did reset. Shortly after it went black and the reset doesn't work. When on the charger it gets super hot in a short period of time. Based on the lack of solution I assume its a goner.

[Mkostlan]

This JUST happened to my FitBit Charge 5 and I looked closely at the back of it and saw what looked like teeny little water droplets in one of the back lights. Obviously, this is frustrating, since these are supposed to be water resistant, and I'm mindful about keeping mine in good condition. I immediately threw it in a bag of rice with extra desiccant packets. 

This is the chain that I found:

https://community.fitbit.com/t5/Charge-5/Charge-5-water-damage/td-p/5223208

Fingers crossed I can save mine, but since you posted in 2022, I don't know if you saved yours. 

[DavideFitbit]

Hi everyone, thank you for taking the time to share all your feedback and comments about this inconvenience. 

There are a few general troubleshooting steps that are usually helpful with display issues. If you haven't done so already, make sure that you've tried restarting the device and changing the clock face. In addition, you can also follow the recommendations listed here in case the battery is not charging properly. 

If the issue persists,  please contact the Customer Support team for further assistance with this. They will let you know about the options available for you. 

[FitbitRunner864]

Same exact thing happened to mine two days ago. Some kind of update gone rogue?  Extremely disappointed that this seems to be happening to so many people so suddenly😡😡😡

[catherine.everh]

Have had my new Charge 5 for 92 days.  Battery drains from 100 to 0 within hours.  Blank screen, no stats.  Tried to reset using charging cable.  This is my 2nd charge (same problem).  My previous charge had the exact problem, at least I had for 14 months before the problem started in June of 2023.  I have been a Fitbit user since 2016.  This model Charge 5 is defective.  I am not sure I have the confidence to continue using Fitbit at this point, very frustrated and disappointed.

[FitbitRunner864]

It seems obvious that Fitbit has a systemic issue with updates that are causing devices to fail. I would appreciate Fitbit coming clean with you and the other moderators so that you can better serve the community. Fitbit is providing me a new C5 in the wake of this update but the inconvenience has a high probability of driving people to other brands.

[catherine.everh]

Update:  I am very satisfied with the response from Fitbit support.  The product has been replaced and was overnighted.  From call to receipt..2 days and back up and running.  Hoping the issue has been resolved.

[Sjacko77]

I am having nothing but issues with mine. Turned water mode on today. Not worked since. This is the nail in the coffin with this watch. Never buy one ever again. 

[DavideFitbit]

Hi everyone, thank you for all your replies. 

@FitbitRunner864 Thanks for sharing all your comments and your experience with this issue. I've been informed that you were both able to get in touch with the Customer Support team and they've sent you a response. In this case, I recommend that you continue the communication with them so they can let you know about the next steps. 

@Sjacko77 Could you please provide more details? The water lock setting prevent your screen from activating. When water lock is on, your
screen locks, and the water lock icon appears at the bottom. To turn off water lock, firmly double-tap the middle of the screen with your finger. If you don't
see "Unlocked" appear on screen, try tapping harder. Turning off this feature uses the accelerometer in your device, which takes more force to activate.

@catherine.everh That's great news! Thanks for sharing that you've received a replacement device. 

[Tomramsey]

Exact thing happened to me. Twice! The second time it was out of warranty and they offered me a discount. NO THANKS 

[AGuyunhappy]

I am on the horns of the same conundrum - I loved having the charge 5 - they replaced my last one finally - it now is dead again. I know I can get a discount towards another, but how long until that one goes also & I have to do it all again.