Charge 5 not swiping

[epickett]

The screen will wake up when I turn my wrist, and I can double tap to wake it up.  It syncs with my app just fine.  But swiping does not work, either up/down or left/right.  I've reset the device with the charger cable, and I've tried changing the clock face.  No good.  Any other tips?  This thing is about a week shy of one year old.  They only seem to last about that long until SOMETHING goes wrong.  What the heck?

Moderator edit: edited title to clarity.

[CrisVillaFitbit]

Hello, @epickett, welcome to the Community!

Thanks for letting me know about his situation in regards to the swiping of your Charge 5.

I appreciate you following these steps to improve this situation, I recommend you to sync your Charge 5 and try the restart once again, but follow these steps now to do so:

- Connect the Charge 5 to the charging cable.
- Press the button located on the flat end of the charging cable 3 times, pausing for 1 second between each press.
- Wait 10 seconds or until the vibration occurs and the Fitbit logo appears.
- Change the clock face once again.

Let me know how it goes this time, please.

[epickett]

I tried all that a few times before I posted.  Sync, reset, change clock face.  Did I maybe accidentally disable swiping?  If so, how can I re-enable it?

[epickett]

None of those steps have worked.  Maybe I just have to find something other than FitBit?

[RiekoC]

Hello @epickett 

Since your Charge 5 is still under warranty, you should contact Fitbit support (<-- click link). They will likely have you repeat the troubleshooting steps you've already tried in order to confirm that your device is defective. Once they confirm it is defective, they should let you know what are your options under warranty.

With this type of issue, I recommend calling rather than using direct message. You will need to be your own advocate and keep following up, especially since I've been seeing the banner stating that they are experiencing high contact volume for multiple days. Make sure to keep track of your original case # and don't let them give you a new case # when you followup.