Charge 5 screen black and won't reset

[MichelleR098877]

My screen went black. I tried the hard reset by connecting it to the charger and pressing the button on the cable 3 times, I was able to install an update in the app and change the clock but the screen is still black.  Any suggestions on what to do next?

[Jenylyte813]

I think I am gonna try putting the device in Rice. Cause rice fixes everything right. Lol.  if rice doesnt do it im totally done. Things havent been the same with FitBit since the changes. This is like my 2nd or 3rd device replacement. My suggestion for everyone is call customer service if your device is less than 1yr old for replacement,  it should be free. If over 1yr try rice. If it doesnt work then decide what u going to do moving fwd. 

[TP_Ty]

Thanks!

[Tbird7]

Same! I don't know what happened

[SunsetRunner]

Today my SECOND Charge 5 went dead.  I had my first Charge 5 for under 1-year when it happened to that one in October 2022.  Fitbit replaced it for fre on Oct 22, 2022.  Today the second one died.  Same exact way.  Screen just went dark, no lights on the back.  Nothing.  This is the second Charge 5 that had the exact same issue.  Like so many others report in this forum.  Fitbit knows, but is not addressing the problem.

It was fully charged [100%] at 9am.  By 11:30am the screen was black.  Tried cleaning the back, put on charger and hit reset button.  Nothing.  Won't connect to app, it's done.  😕

I called Fitbit Customer support.  First Rep I talked to did not listen to my explanation and put in notes that it was a 'batter issue.'  It was not, I told him multiple times it was fully charged.  I called back after seeing so many people in the forum reporting the same issue that is when second Rep told me the first one reported it as a battery issue.  Just got an email from the Fitbit warranty dept.  Disappointed in the poor customer service.  Fitbit did not even offer me a discount on a replacement.  Even when they know this is a repetitive issue.  Scale of 1-10 for customer service...?  They get a "0."

[Sharonleemc]

Yep, same here. I took mine swimming. I didn’t put on the water lock, because I didn’t know it had one, and it started buzzing on my wrist. Took it off, dried it, tried to charge it even though it was about 50% charged. Tried the reset with the button on the charger. Nada. Nothing but a few feable vibrations. Nothing on the screen, my iPhone can’t sync with it. I’m guessing it’s dead. Have had it less than 2 years. Not happy. 

[SunsetRunner]

Hi.  The kicker is that I turned on "swim" as an activity - and per Fitbit - that locks the device.  In fact, unlocking it requires tapping a few times.  Sadly, I knew to lock the device and did.  The tracker still died.  Second device it has happened to.  I am done with Fitbit and am going to get an Apple watch.  Better warranty, better customer service.  Yes it is more expensive at the outset, but buying a new Fitbit every year for $159 is basically the same cost as 1 new Apple watch that will be more durable.  Dissapointing because the size of the Charge is nice on the wrist.  Best of luck to you.

[Sharonleemc]

Yeah I think I might just cut my losses too. Shame is that I just bought a stainless steel bracelet for the **ahem** thing. There goes another $60!! The Apple Watches look so chunky. Not into them. Hope you enjoy yours. 

[SunsetRunner]

I agree that the Apple watch is chunky...but I can't stomach buying another Fitbit that goes dead in 12 months [and dealing with being treated poorly by Fitbit customer service.  😞

[NOTL777]

Hi I have the same issue and after contacting customer service they were of no help. This was bought Jan 11th 2023 , I left on

vacation Jan 5th and left it at home so the battery ran down. Now Fitbit says its out of warranty as I only called on Jan 25th !! this is really poor customer service practice.

[Mitraz]

Exactly what has happened to mine yesterday. Won’t charge and won’t turn on. I’m at a loss as I love the product, it’s what has helped me loose 10kg

[NOTL777]

This is a known issue and they will not acknowledge it !!!!

[SunsetRunner]

Yes.  Very disappointing.  They know, they don't care because people keep buying the product.  Its a bummer because it was a great little fitness tracker.  I spoke with several friends that work in tech who used to use FitBit.  ALL of them stopped.  I just bought an Apple Watch series 9.  Happy to be leaving Fitbit behind.  Good luck

[Mitraz]

I called customer service in the morning and they reset and said it charge or should be fine. Then a couple hours later it still wasn’t working so I called back with my ref number and told them I had only bout it about 7minths ago she then has arranged for it to be replaced as still within 12month warranty. I hope the replacement works fine.

[Alison100]

I have had this issue since either the 12th or 14th of January 2024 - is this the same date for most people on this chat and is everyone located in Australia?

[SunsetRunner]

My replacement failed in about 14 months.  Hope you have better luck

[SunsetRunner]

No.  I am in US

[Lag514]

SIGH. I just went through a similar situation but never even got the promised email within 24 hours after my chats last weekend. My first fitbit got a dimscreen just a few months outside of warranty. I then got a discount code for next purchase. Decided to take a chance and purchased the Charge 5 in July 2022. Was working until last weekend when screen went black. Battery is still working and app shows the tracking data but always the black screen. Followed all the suggestions (3 touch pulse on charger) etc to no avail. So frustrating. Fitbit is basically manufacturing devices that soon malfunction and they do not even want to try to retain me as a customer by providing a nominal discount for next purhase. Will explore Garmin or other brands. Does anyone have a suggestion for alternatives to Fitbit?  I find the apple watchs pricey and too boxy-large.   

[Lag514]

Thanks for your validation and best wishes (a far cry from the inadequate customer service I have experienced with Fitbit!)- I will go and try some Apple watches

[Mariez1954]

Same issue. 1 year old charge 5 at full battery power but blank screen. Put it on the charger and it vibrated, logo appeared, blank screen. Customer service told me to install the update but my phone can’t find the device. This is my 2nd replacement. Frustrating!

[SunsetRunner]

Sent from my iPhone