Charge 5 screen blank won’t stop vibrating

[mel202128]

Hi, brand new Fitbit Charge 5, screen is blank, won’t stop vibrating. has stopped connecting to phone app.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Community forums, @mel202128.  

Thank you for sharing your feedback and this information about the problem that you've been experiencing with your Charge 5. 

Before considering other options, could you please confirm if you already tried the restart procedure with the method described here below? 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

This has been useful for other users experiencing something similar. The syncing problem you mentioned could be caused due to the same problem, but in the meantime you can also find some helpful tips in this article to resolve syncing problems. 

Hope this helps, I'll be around.

[mel202128]

yes we have tried that without success

Moderator edit: format

[DavideFitbit]

@mel202128 Thank you for sharing this update and for confirming that you already the troubleshooting steps suggested.  

In this case, since you already tried the restart procedure with the charging cable and you continue to experience the same problem with the display not responding, 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. Click here to get connected. 

Have a great day.