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?

[schneit0132]

unfortunately what most people say about the CS on these forums is my experience exactly! in other words fitbit CS has become so bad its sad, in my experience

[MikeK1967]

I have this problem to.    I guess I will need to change brands.      Long time user and love it, but Fitbit is not responding to issue.      

[Tbird7]

I'm done with fitbit for now. Until they fix these bugs I'm going with
another brand.

[schneit0132]

i'm with you. also changing brands. they really don't want you as a
customer it feels like

[SunsetRunner]

It does feel that way, unfortunately.

planned obsolescence & a captive audience = complacency 😞

[SunsetRunner]

Agreed. I loved my Charge 5’s….but won’t spend more money on a product that doesn’t even last a year.  I hope they fix the issues.

[Jennifer-83]

Nothing I tried brought mine back to life. Unfortunately, after years of being a Fitbit user, I made the switch to Garmin. I can't afford to keep buying a new watch every year. 

[Géraud]

Same story, my screen went black yesterday (I also had an X inside a red circle!) and Fitbit Support will not make a gesture since it is out of warranty.

Very disappointing since it was only 2 years old, a tracker should last much longer that 🤕

I've been wearing Fitbit tracker since 2017 but I am ready to change now.

[Tbird7]

How are you liking the Garmin? I need a watch with 5 ATM rating for
swimming. I'll have to check them out!

[BRP62]

I have the same issue. It just went blank. When i connected to the charger and tried soft reset and reset it vibrates but nothing happens. Black screen. This happened after update of software. 

[Jennifer-83]

So far I like it. I've only had it a couple months though. Depending on the watch they can track pool and open water swimming. I haven't tested accuracy on that though. Sleep tracking isn't as good but I didn't depend on sleep tracking. Mine has been great in water. My 1st charge 5 died first time in pool. Garmin's app does give a lot of information which seemed overwhelming at first. I do miss the simplicity of Fitbits app.

[SunsetRunner]

My FitBit died about 1 week after a software update too. I’ve moved on from Fitbit & am happy with my new Apple Series 9.  Though the simplicity of Fitbit was nice. The poor customer service & a company that doesn’t prioritize product quality & customer focus isn’t.  Perhaps they will learn & improve 

[Tbird7]

Same!! On all your sentiments!

[333Matt]

Same.  No sign of life after following support's standard script (there is a vibration when connecting to charger, but never any screen).  They won't replace it under warranty since it was purchased from an "unauthorized seller" (new on Amazon).  With all the reported problems and the lack of response it is making me wonder if I should switch course from going all-in on the Google eco system.  My wife and I are now proud owners of the Oura ring, thankfully.  I don't think I'll be switching to the Pixel phone/watch from Galaxy and may not get the flood light/smoke detectors I've been trying to afford in building out my smart home.  Google bought Fitbit, Google needs to make it right.

You shouldn't allow major Amazon sellers to sell your product if it's going to mean a voided warranty - my wife's watch is < 1 year old 😠

[Rmoser76]

Mine does this too. I saw in the news that this was a problem everyone was having!  I bought a luxe a few days ago to replace my charge 5, the only solution that has worked.

[Cass148a]

Hi Michelle I have the same problem, black screen, my problem is finding the button on the charger to do the reset. Are you able to explain where it is 

Many thanks 

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for letting me know about your tracker and the steps that you've tried prior to posting. I'm sorry for the inconvenience this situation has caused. As you may know, our Support team handles every case individually and based on our Warranty Policy. Nevertheless, I appreciate your feedback and if you have any question related to your case, my best advice is to get back to them in order to receive more information.

For the ones who still have issues with your tracker, while I understand you've tried some steps, I'd recommend the following steps which have worked for other members. This will also help me to confirm that all the possible steps were exhausted:

• If the issue is with your Charge 5 not charging at all, I'd recommend exhausting the troubleshooting described here.
• On the other hand, if the issue is just with the screen not turning on, try restarting your tracker and changing the clock face.

[MichelleR098877]

I posted this two weeks ago and this is the first response from a 'moderator". Typical of the customer support from Fitbit. Btw All the advice in her post is available by doing a quick Google search.   Here is my best advice to you all, throw these useless devices away and get something else.  

[schneit0132]

as you can see from my (and many similar) posts your suggestions
unfortunately are not very helpful at all. I do feel sorry for the job you have, given
the customer service policies and the utter lack of care that fitbit/google
seems to display towards its (formerly) loyal users :(.
have a good day.

[MikeK1967]

Do not unpair. Whatever you do. Then you cannot download a rollback.
Ignore that result