Charge 5 screen touch not working

[josweetjo2002]

My charge 5 is about 1 year old. Turning my wrist will show the time and heart rate. It will not respond to swipes therefore, I can no longer access any of the menu options. The directions to reset the unit using the charging cable doesn't work as the charging cable doesn't have the button on the side. I let the battery completely discharge and sit for several days hoping that would help, it didn't. How do I get the screen to respond to swipes again as it did for the first 8-10 months of owning it? 

[RiekoC]

Hello @josweetjo2002 

The charging cable that came with your device should have a small inset button on one side of the USB connector. Here's a link to the instructions from the Charge 5 manual (<-- click link), which has a picture. It might take more than 1 attempt to restart it to get your Fitbit "unstuck".

The other recommended troubleshooting step is changing the clock face (<-- click link). Some users have had success in getting their Charge 5 back to working after changing the clock face. Again, this might take more than 1 attempt.

[Contay]

Mine is doing the same, won't let me swipe or check my stats.  I've tried changing the clock face and restarting my fitbit with the recharge cord several times as you suggested.  It did not work!  Now what can I do?

[RiekoC]

Hello @Contay 

Since the recommended troubleshooting steps did not work for you, you should contact Fitbit support (<-- click link).

[Contay]

Three days ago, I did contact and I was given a case number and told that i would be contacted when my case was reviewed by someone higher up.  I've had this fitbit for less than a year and wish someone would contact me!

[RiekoC]

Hello @Contay 

If you don't hear back by end of the day, you might want to follow up on your case. Sometimes, we have to be our own advocates through persistent and followup.