Charge 5 stopped working after getting wet

[Viks77]

I went swimming on holiday (with water lock on!). Later that day my fitbit seemed to vibrate for no reason and then went off.

Now when I try to charge it just has fitbit logo, won't respond, won't reset using button on charger and I followed steps to unpair from App but it won't do anything! 

Can't even use it as a watch  it's useless!!

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Viks77  it sounds like your Fitbit may have got water inside.  Unfortunately the water resistance can deteriorate simply with age and use, especially if it has been exposed to creams, sunscreen, cosmetics, etc.  There is a lot of confusion about the water lock - it does not in any way enhance the water resistance - it just turns off the touch screen so that water splashing on the screen does not change accidentally change any settings

If your Fitbit is still under warranty please get in touch with Fitbit Customer Support on contact.fitbit.com .  If it is out of warranty (two years in the UK, EEC, and EU and 1 year in most of the rest of the world) then it is unlikely that you will be able to make a claim.  In that case your best bet is to put it in a bag of uncooked rice for 48-72 hours.  The rice will help absorb the moisture.  Ideally this should have been done before you put it on the charger, because sending electricity through a damp device can cause significant damage, but you might be lucky.  Once it has had time in the rice (keep it there as long as you can see any moisture in it, and definitely at least 48 hours) please plug it back in and give it a couple of hours charge.  Once you have done that, try giving it a restart.  The instructions are  here . 

Good luck and let us know how it goes.

[MarreFitbit]

Hi there, @Viks77. Thanks for stopping by in the Fitbit Community Forums and trying to troubleshoot the issue with your Charge 5 before reaching out. 

As @Julia_G has mentioned, if your device got wet, it’s important to take it off and dry it well before putting it back on. On the other hand, if your device has come into contact with any liquid other than fresh water, you should clean it with fresh water and a soap-free cleanser and dry it with a lint free-cloth.

If you've done the above but to no avail, may I know if your Charge 5 vibrated during the restart process? If it didn't, I'd recommend trying the steps below:

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again.

If none of the above seems to work, please follow Julia_G's advice and chat with us online or give us a call. Click here to get connected.

[Drew23Fit]

I had always taken off my charge 5 to go in the water. Yesterday was the first day I didn't, and apparently the last as it died pretty much immediately afterwards. Got the dead man watch buzzing and the burnt wrist marks. Reported to fitbit and now have to go through the whole process to get new one/refund. Barely made it 6 months. These watches I believe are not for truly active life styles. When fitbit sends me a replacement, that will be my last straw, if that one fails in less than an year (yes that is how low my expectations are now) I will move on from fitbit and not look back till they revaluate the strength of their product. I have been a heavy fitbit user since at least 2015, but will not continue to back and use a product that is simply not built on what it states

[Viks77]

I have decided to leave fitbit and got a Samsung watch. This one has been terrible, the battery had issues for months and now this. If it can't be worn in the water, why have the setting for swim?! They should just say not to wear it. 

I hope your replacement makes it a year! 

[djarm]

The same exact story, except apparently, mine is out of warranty.  They even asked me to send a video to them of me turning the Charge 5 on via the plug-in button.  After going through the trouble of uploading the video (24 meg video) they said "oh well, out of warranty, no options for you." 

The water problem is clearly a known issue to them and the forums, yet they have no response.  I would highly recommend looking at alternatives to the Fitbit product line.

[Viks77]

Quick update. Fitbit still dead. I have come to the conclusion that Fitbit are riding high on previous good brand awareness but their products are **ahem**e.

Goy my Samsung watch, it is fantastic and the App has all the things you have to pay extra for Premium on Fitbit.  Will not be buying another  Fitbit and will tell everyone that asks the same! Good luck with yours.

[Jo3L]

• Charge 5 with dead black screen after 5 minutes in the swimming pool 3 days ago.
• Still synchro with Android app, still counting steps etc but black screen.
• I tried to reinitialize it, change the clock via the app etc all the usual tricks but to no use.
• Left it discharge then charged it to 100% and put it in the Sun (40° Celsius) a whole day.
• Nothing changed. Wore it to still count steps and began looking at products from Garmin.
• It started working again today without warning.

The charge 5 IS NOT waterproof, should not be sold as a waterproof device. Still looking at Garmin watches and wrist, replacement is not a sustainable policy.

Good Luck.