Charge 5 stopped working after getting wet

[Julia11]

I set my device to water lock but since I got out of the pool it has stopped working.  I’ve tried attaching it to the charger & logging out & back in to the app but the app is no longer picking up my device either. Help! 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Julia11. Thanks for stopping by in the Fitbit Community Forums and taking the time to troubleshoot the issue with your Charge 5 before posting here. 

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.

[UKnatashany]

Exactly the same thing has just happened to me. I had it on water lock, went swimming, then it died. Will now power up and charge to 1% then cuts out. Any advice?

[MarreFitbit]

Hello there, @UKnatashany. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Fitbit device.

To better assist you, please confirm if you've tried all the tips and recommendations I've shared here. 

Looking forward to hearing from you. 

[Julia11]

I did all that at the time but it didn’t work. It did vibrate when I connected it to the charger but the screen is still blank. I’ve tried restarting it too, again nothing.   Basically the water lock function doesn’t work does it.  Fitbit should change their marketing of this product to state it is not water resistant at all. 

[marvepro]

I have exactly the same issue on the same day! This can't be a coincidence.... Did Fitbit do anything with a silent update or something?

I also tried all of this. It doesn't help. Also did a factory reset (whipe user data) also no help. What happened between 10th and 11th September?

[Julia11]

If your device is over a year old, ie just out of warranty like mine - that’s what happened!! 

[AmyEnden]

I set mine to waterlock and went kayaking. The screen has been black ever since. It was still connected to my phone, and updating my sleep and step data. So, I did the soft and hard resets and tried changing the clock face as well since I found that recommendation online. I tried delete it from the app and reconnecting it, but I need a 4 digit code from the black screen to reconnect it. 😭

[UlrikeDG]

FYI, "water lock" has nothing to do with making it water PROOF. It just makes it so the water can't activate the screen.

You'll need to contact customer service who will walk you through a bunch of troubleshooting. If that doesn't work, they'll either replace it if it's under warranty or offer you 35% off a new device (does not stack with other discounts), and you'll have to decide whether to throw good money after bad.

If you have a Premium subscription, don't forget to cancel! Fitbit doesn't offer refunds, even if your device is unusable.

[AmyEnden]

I understand the difference between water locked and water proof. The Charge 5 is supposed to be waterproof up to 50 meters, but it obviously is lacking.