Charge 5 screen is unresponsive

[SunsetRunner]

My Charge 5 screen recently (past day or two) stopped responding to touch. It sometimes changes homescreen from heart rate to steps,... when I tap it, 1 time out of 5. But I can't scroll up, down, left, or right. When I tried resetting with the button on the charging cable it did not reset. Right now it is working as an expensive step counter and that's all. 


Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @SunsetRunner!

Sad to hear that your Charge 5 isn't working as expected. Thanks for having tried to get things fixed by yourself. I'd like to point out that it sometimes requires more than one attempt to restart Charge 5. So, before throwing the towel, please give it another try closely following these instructions as timing is crucial for this procedure:

1.) Connect your Charge 5 to the charging cable which has to be connected to a reliable power source.
2.) Press the button located on the flat end of the charging cable 3 times within 8 seconds(!), holding each press for about 1 second(!).
3.) Wait around 10 seconds until the Fitbit logo appears on your device's display.

I'll keep my fingers crossed.

[MarreFitbit]

Hello there, @SunsetRunner. Thanks for stopping by in the Fitbit Community Forums and trying to troubleshoot the issue with your Charge 5 before reaching out.

I agree with @Talahthas, to better assist you, please make sure you've restarted your Fitbit device as suggested here How do I restart my Fitbit device?. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.

[steve.rippstein]

Changing the clock  face has brought nothing. Even installing back into the existing clock face.

[SunsetRunner]

Hi, thank you for that advice. I tried resetting as per those instructions numerous times before coming to post here. As for resetting the clock face, my device is not responding to touch. Is there a way to change the clock face if the screen isn't responding to touch? Thanks! 

[SunsetRunner]

Successfully changed the clock face via the app by searching YouTube. The new face looks great but, the screen is still unresponsive. I can only see zone minutes right now. Can't scroll up/down, left/right, nor can I see steps or heart rate. Today it reported 97 intense zone minutes when I was doing nothing physically active. It seems I've got a lemon here. My fitbit is only 7 months old, yet this is the 3rd time there's been an issue of some sort. In the past I could reset it somehow but this time, it seems completely broken. 

[RunRestRepeat]

Hi @MarreFitbit I'm having the same issues. Only the home screen works and I can't swipe anywhere. Also it's no longer automatically recognising exercises as it did before. I've followed @Talahthas and your suggested fixes but nothing has changed.

[lnrokr55]

Hi Marie I am having the same issue.  I have changed clock faces and reset the watch multiple times.  the watch displays and will display with a double tap.  It however will not swipe at all and will not change the secondary things at all on the screen from tapping.  I originally  bought my charge 5 in February 22, it was replaced last Jully 22 when it died, so this one is a replacement and seems to be getting useless as well.  It is still tracking steps in the app and heart rate and so on but none of that info can be accessed right now on the watch.  What should I do ???

[RunRestRepeat]

Just wondering when we should expect a response please? Also where the votes go?

[MAH62]

@RunRestRepeat, if you are like the rest of us that have been "Bricked" by fitbit, you will get a token 35% off the 149.95 full price, which is the only response you will get. 

@MarreFitbit is still in denial about what fitbit has done and fitbit will NEVER admit what they have done. 

[lnrokr55 · Accepted solution]

I guess there is no fixing this second rate piece of junk.  My 1s Charge 5 died after 5 months, this one was the replacement a year ago and now seems to be caught in a known issue.  I have restarted and addressed everything Fitbit customer svc asked me to do with no success.  All the function came back very quickly, however the battery only stays charged a short while, generally loses 25% of charge within about 10 minutes, it is down to 4 to 5% and critical within about 35 to 45 minutes.  Have tested 4 times with all settings on the watch at minimum usage, no gps, dim screen etc, etc,etc....  This is a known issue and has already shown up in the online press on 9 to 5 Google.  I agree with the posters there, since google took this over and destroyed customer service on the Fitbits its a real problem.  I still have a useable charge 2 that has been running excellently since 2018, in all that time I've only done a rest once maybe, not even sure about that.  This charge 5 has been a real high maintenance toy, something is always causing it to be reset.  Right now I'm looking at other options, dependability will be a key factor in my choice.