Charge 5 says it is charging but isn't

[Pumkin13]

I put my Charge 5 on the charger and the display says it is charging. However, when I remove the charger the Fitbit will not turn on and appears to be dead. When immediately put back on the charger the battery displays as 1% starts the charge process again. I have repeatedly charged the device and it goes up to 99% and will not complete or turn on. Even when charging, if a reset is done by pressing the button on the USB connector 3 times, the device starts the charge process over at 1%.

Moderator edit: format

[DavideFitbit]

Welcome back to the Community forums, @Pumkin13.

I appreciate the information provided about this issue with your Charge 5 and the steps that you already tried. 

If this is related to the battery and you're still having issues to charge it, please make sure that you've exhausted all the troubleshooting options provided in this article, as they have been useful for other users. 

[RiekoC]

I suggest that you contact Fitbit support. They will walk you through a series of troubleshooting procedures. Once they confirm that none of the procedures returns your device to normal operation and if it's still under warranty, they should send you an offer to replace the tracker/pebble or a discount on a different Fitbit. If your Charge 5 is no longer under warranty, from what I've read, they should send you a discount to replace your device. Note: the discount is on the full price even if the device is on sale in the Fitbit store. 

This is what I had to do when the screen on my 6 month old Charge 5 became non-responsive shortly after I updated the firmware. So far, my replacement is working fine even after updating the firmware. 

[DavideFitbit]

@Arul.jothi28 @RiekoC Thanks for your help with this! 

See you around. 

[RegM74]

Hi, @Pumkin13 I have the same problem and I have tried all the solutions in this thread. Nothing works. Did you get your issue resolved?

[DavideFitbit]

Hi, welcome to the community forums, @RegM74. 

Thanks for confirming that you're having the same problem with the Charge 5.  

Could you please provide a few more details? Let me know if the display isn't turning on at all or if you're able to see it charging. 

I understand that you already tried the steps in this article that were mentioned previously in the thread. Let me know if you've also tried restarting your device using the charging cable. 

[RegM74]

Hi DavideFitbit, yes I can see the screen as it charges. It's gets to 99%
and stops and the app also shows the charge %. When I take it off the
charger, the scenn goes blank and the app now shows the battery at 1%.

Yes, I restarted the device using the charger cable. (Press the button for
1 sec x 3)

Thanks

[DavideFitbit]

@RegM74 Thank you for confirming that you already tried all the steps suggested earlier and that you continue to have the same problem. 

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Please keep an eye on your inbox. 

See you around. 

[LizzyP1122]

@RegM74 did you have any luck, I too have gone through all the steps about 20 times over the past 2 days and had no change. and no Charge5 either 😞 

[RegM74]

Hi LizzyP1122. No, unfortunately it was totally dead. However, Fitbit
Customer Service reached out to me via this forum and after answering a few
questions, they sent me a new one. I suggest you contact them to see what
they can do for you

[LizzyP1122]

thank you

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @LizzyP1122. 

Thank you for confirming that you've been having the same inconvenience with your Charge 5. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've shared some instructions with you. In this case, they will let you know how to proceed. 

@RegM74 Thanks for your help with this! 

[CCorcoran]

I am having the same issue with my Charge 5.  Purchased it in January 2023.  June 23rd it died.  I put it on charger.  Charger said at 1% and it charged to 99%.  Took it off.  Non responsive.  Put it back on charger.  Says at 1% again.  Tried the reset with the button on the charger.  No luck.

Moderator edit: format

[DavideFitbit]

@CCorcoran Thanks for confirming that you're having the same inconvenience with your Charge 5. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've shared some instructions with you. In this case, they will let you know how to proceed.