Charge 5 screen won’t come on

[Gingermint123]

I went swimming yesterday and event though the charge 5 still charges and syncs with my phone. The screen will not come on, nothing shown totally black. Any ideas on how to fix it? I have tried the 3 pulse reset but nothing has worked.

Moderator Edit: Clarified subject.

[BCULLEN2912]

I am having the same issue.   Info shoeing up on the app.  Vibrates but black screen.  Tried 3 x button reset and 15 second reset and still nothing.   

[AndreaFitbit]

Welcome to the Fitbit Community, @Gingermint123, @BCULLEN2912. I'm sorry to hear that your Charge 5 screen won't come on. Thank you for mentioning that you have already tried resetting your devices. 

Please try changing your devices clock face with the instructions of help article: How do I change the clock face on my Fitbit device?

[SKennethT]

Hi Andrea. I'm having a similar issue. I tried changing the clock face to see if it would get the fitbit screen to appear and it has not changed from black. I've also tried resetting using the charging cable. Do you have any other suggestions to reset the device and get the screen to work? The sync to my phone and data is still working in the app.

[ladonnamobile]

I'm having this problem, too. It wouldn't sync all morning, and I just noticed a short while ago that my watch has gone black and won't wake up. I tried Andrea's suggesting re: changing the clock face, but the switch won't complete - I guess because the watch and app aren't communicating. Help! 😕

[BCULLEN2912]

I tried changing the clock face twice and still a black screen.   It recorded my steps and vibrated but still a completely black screen.   Any other suggests??  I

[ladonnamobile]

@BCULLEN2912 is your battery charged? Mine drained completely, quite suddenly, and I think that's why it went black and wouldn't wake. I did the hard restart with the charger, let it charge, and now it's on and syncing again.... but the sudden battery drain is still a mystery and worrisome. 

[BCULLEN2912]

Yes charged for a whole night and back on several times.   It vibrations and sends info to app just blank watch face. 

[KSS6]

Same here.  Charged all night.  Did the three one second pulses, felt the watch vibrate and my watch face is black.  

[HT1967]

Same issue. Also battery drains in an hour.

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This didt help. You see it installing, but after that the device is still not responding.

Both that and my battery goes down very fast

[SunsetRunner]

does not work. It shows the synchronizing bar, in sync with teh smartphone when loading a new face, but afterwards there is no way to visualize the screen.

[HT1967]

Support offered me a new device.  It Will arrive this week. 
If i see all the comments here, the reaction time is very quick. Hope I can continue with my new device

[AndreaFitbit]

Thanks for getting back to us. 

I noticed that you already got in touch with our Support Team and received assistance. 

Have a nice day. 

[Goatsnstuff]

i am also having a similar issue- i wonder since so many people are if its a software issue. i went on a walk yesterday and the screen stopped coming on for several minutes, and it seemed to flicker a couple times. once it came back on i restarted from the device and it totally died. completely unresponsive. i put it on the charger for about an hour and i reached out to support with no luck with their directions, but after my conversation with them it turned on suddenly and i began using it again today until several minutes ago when i went to look at the time and the screen is completely unresponsive, however it's vibrating for calls and syncing to the app. i have no idea what's going on. changing the clock face did not help.

[AndreaFitbit]

Thanks for getting back to us @Goatsnstuff. I'm sorry to hear that your Charge 5 screen is completely unresponsive. Thank you for letting us know that changing the clock face didn't help.

I noticed that you already got a resolution from our team. 

Have a nice day. 

[Dave19713]

I stayed on the phone with a really terrible customer support person for over 50 minutes today. My Husband‘s charge five is having the same issue. Because it’s been a little over a year since he has had it, we are told the only thing that can be done is for him to buy a new one. This is the third one in the charge series that this has happened to just after a year each time. I kept asking who the next contact would be so I could escalate this issue. Not only did we pay for the premium and now we cannot use the Fitbit , the answer was to buy a new one? I kept getting asked over and over and over, “can you give me further explanation why you need to talk to another department”. I asked for customer retention as we have been customers for years and years.  I was told, “we have no retention”.  I am so frustrated and so disappointed in Fitbit. After nearly an hour, I got nowhere. How frustrating for a customer to go through this. I asked for the device to be replaced, or at the very least, to have the premium service ($79.99) refunded. I was told there was nothing he could do. 

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And yes, we went through doing the reset multiple times changing the watch face. Nothing worked

How do we escalate an issue? Apparently, not the only one having an issue. Why am I not able to escalate this issue after dealing with customer service on the phone, or should I say lack of customer service, for nearly an hour about this issue?

Would you mind telling me How long you had your Fitbit?

[BCULLEN2912]

14 months.

[De1012]

Same here. Seems odd we're all having the same issues. I have done the restart and changed faces with out results 

[Kalli20]

Having the same problem with the screen going black. When I put it on charge there’s still battery life. Very frustrating.

[Dave19713]

Same offer to me. I was told when I asked for the department for retention that “there is no retention”.  On the phone for over 50 minutes for nothing.