Charge 5 screen not responding to touch

[lauralpboulder]

Beginning on Monday afternoon, July 10th my Fitbit Charge 5 stopped responding to touch. The screen lights up with a tap but then will not respond to any swipes - not right or left, up or down. My firmware version is 57.20001.188.58 and my charge 5 is a little less than 2 years old. Device is holding battery power as normal and tracking my activity without issue.

I searched the forums and tried the following multiple times with no success in tap response:

1. restarting from pressing the button on the charger 3x - not workign

2. changing the clock face

3. uninstalling my charge 5 from the app, removing it from my bluetooth remembered devices, uninstalling the Fitbit app from my phone and then reinstalling all.

4. pressing the button on the charger for 15 seconds to get to flashing logo - did not work

5. removed the screen protector

Frustrated and uncertain what to do from here...

Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @lauralpboulder!

Sad to hear that your Charge 5 isn't working as expected. Thanks for having taken your time trying to fix it yourself. As unfortunately none of your attempts have led to the desired goal, I'd suggest contacting Fitbit support to get further assistance:

Fitbit Support Contact 

I'll keep my fingers crossed.

[ChappyTwelve]

My charger cord plug doesn’t have a button.  Fitbit screen remains dark although device vibrates when attached to plugged in charger cord.  Suggestions ? 

[RiekoC]

Hello & welcome @ChappyTwelve 

Are you using the charging cable that came with your Charge 5 to do the restart? If so, there is a small inset button on the USB end of the charging cable; see picture below:

The other troubleshooting step that Fitbit support had me try when I had a non-responsive screen was to try changing the clock face. Although it didn't work for me, changing the clock face can sometimes get the device "unstuck" and back to working normally. According to user posts I've read it might take a few times changing the clock face and/or restarting for it to work. If these troubleshooting steps are successful, you can change the clock face back to the one you prefer. Click here if you would like instructions on: How to change Charge 5 clock face 

[lauralpboulder]

Thanks for the suggestion Talahthas - I gave it a bit and then reached out to Fitbit Support today as I continue having the issue with no response to swiping up / down or left / right. I spent about 20 minutes on chat and was eventually send the 35% off email - suggesting that because my device is no longer under warranty I can purchase a new one at a 35% discount. I can assure you I will not be purchasing another Fitbit based on this level of service. Truly disappointing.