Charge 5 - screen not responsive, red light

[Melissa1703]

Hello,

I took off my fitbit Charge 5 a few days ago to shower (which means it has not been damaged by water because I always take it off when showering) and when I went to put it on again after showering, it wouldn't respond to touch anymore. It stayed black.

I have tried restarting the device with the button on the cable. It vibrates, momentarily, turns on (I see the blue Fitbit logo) and then it's back to a black screen. 

I have seen that some people change their clock face from the app to solve the problem, but I sadly can't try that, because I had the (bad) idea of "forgetting" my Fitbit device from my app before I had the chance to try other method. And now my app can't find my device anymore when I try to sync it back. So I can't do anything from my phone/Fitbit app.

There's a little red light at the back of the device too, if that's an indicator of anything. 

It was bought for me as a gift less than a year ago. 

I wonder if there's anything else I can do about it / to save it.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Melissa1703.  

Thank you for sharing that you've been having this inconvenience with the Charge 5 and that you already tried all the steps shared in the forums. 

I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon. Please keep an eye on your inbox. 

[Melissa1703]

Thank you, I'll be waiting for an inbox ! 

[DavideFitbit]

@Melissa1703 No problem! 

See you around in the Community. 

[tamralynn]

I'm having the exact same issue.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @tamralynn. 

Thank you for confirming that you're having the same inconvenience with your Charge 5. 

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

Have a good day. 

[tpcdelisle]

I feel your pain as I have the same issue also. How we get it solved.

[DavideFitbit]

@tpcdelisle Thanks for your reply and for confirming that you're experiencing the same problem with your Charge 5. 

It seems that you were also able to get in touch with the Customer Support team. Please make sure to continue the communication with them so they can let you know how to proceed. 

[LoriF21]

Hi I am having the same trouble too

[DavideFitbit]

Hi, it's good to see you visiting the community for the first time, @LoriF21.   

I appreciate the information provided about  your Charge 5. 

There are a few steps that have been helpful for users having this problem, but it seems that you were able to get in touch with the Support team and they've provided you with some steps. 

[Feetbeet1]

I've been having the same issue - my fitbit went all black and won't respond or turn on anymore, even when fully charged. I also see a red light on the back. I went through all the troubleshooting steps and reached out to the support chat, but they just said that my device is beyond repair and they sent me a 35% discount code to buy a new one.

I'm kind of disappointed - this is clearly a recurring issue and I don't really want to pay more money to buy another device that might just randomly stop working again. I had a similar issue before, but back then fitbit replaced my charge 5 and I was happy with that. I really liked my fitbit, but at this point I'll probably start looking for another brand.

[SunsetRunner]

Hello, I am also experiencing the same issues with my Fitbit Charge 5. I went to sleep with 70% charge and once I woke up, my screen was black and would not react to any movement, even with all of the steps shared in the forums. Upon checking my app, it says Synced yesterday, 8:01 PM, but the watch has now disconnected from my phone. I also had the same issues with Blue fitbit icon popping up and nothing happening. I also have a red light on the back of my watch.

[tishshea1-]

I am having the same issue as well. 

[Mbirder]

My charge 5 is also like this

[11dana_ms]

Same issue here

[EADo]

Hi Fitbit,

Same problem as of two days ago - massive vibrate, red circle appeared. Tried changing screens, didn't work. Tried repairing to device but now can't see code and cannot reconnect to Bluetooth because it cannot find the device. Device will also not charge. Blue logo appears briefly when attempting to charge. 

[Sscanne]

Seems like a lot of people are recently experiencing this problem. I too have this issue. Screen was black. Charged it fully and now have FitBit logo but won’t connect via Bluetooth or sync. Red light on back too. Have tried holding button on charging cord for 15 seconds. Also tried pressing button 3 times waiting 1 second between 

[Nviolette]

Mine will say it's 100% then when I take it off the charger it immediately goes down to 1%.

[tpcdelisle]

I’ve tried to fully discharge and then recharge. All that I get is the :cross_mark:.
I’ve tried the 3 presses within 8 seconds and and the Fitbit logo comes on
for about 2 seconds and then out. On the back of my Charger 5, when it has
power, a little green light stays on steady. I can’t get it to resolve.

[DavideFitbit]

Hi everyone, thank you for confirming that you've been having the same problem and for all the feedback provided. 

It seems that many of you already tried a few troubleshooting steps suggested in the forums. In case you haven't done so already, make sure to exhaust the troubleshooting options listed here below:  

1. Complete the 3 pulse restart procedure using the charging cable.
2. Follow these steps in case you're having trouble to charge your device. 
3. Sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
5. 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. 

If the issue persists after all these steps, I do recommend that you reach out to the Customer Support team here, so they can let you know how to proceed.