Charge 5 screen is not working

[erinsmi]

My Charge 5 screen stopped working all of a sudden. Yesterday I was having some issues with the brightness, but when I woke up this morning the screen was completely black. The device is still vibrating, but I can't see the screen at all to see why. I tried restarting using the charger several times and again it vibrates, but I still don't see anything on the screen. I also tried changing the clock face in the app because I saw that recommended to someone else, but the app said it couldn't connect to the device to change the clock face. Please help!

Moderator edit: format

[DavideFitbit]

Hi. welcome to the Community forums, @erinsmi. 

I appreciate all the information that you've provided about this inconvenience with your Charge 5 and the troubleshooting steps that you already tried. 

In case there's any problem related to the battery not charging properly, please make sure that you've followed the steps provided in this article: Why isn't my Fitbit device's battery charging? 

In addition, there are some general recommendations that are usually helpful with any type of display issues. It seems that you already tried the restart and changing the clock face, but there are the complete instructions that are usually helpful with this:

1. Complete the 3 pulse restart procedure method using the charging cable.
2. Please sync your device in the Fitbit app. 
3. If you  can't sync:
   • Remove the device in the Fitbit app.
   • Uninstall and reinstall the Fitbit app.
   • Set up the device again.
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

However, if you continue to have the same inconvenience with your display, I recommend that you get in touch with the Customer Support team for further assistance with this. The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected. 

Hope this helps, I'll be around.