Charge 5 stopped working after getting wet

[kirsten-k]

I had to walk home in the rain because my umbrella broke. My charge 5 is 10 months old and will not hold a charge anymore. I don't think the timing is a coincidence, I think the rain messed something up. Isn't the charge 5 supposed to be water resistant? Any ideas on how to fix this?

Fitbit won't replace it because I ordered my original one 13 months ago, then it stopped working 3 months later and I got a replacement one, which is the broken one that is 10 months old. Fitbit won't replace it since my original purchase was over 12 months ago.

Moderator Edit: Clarified subject

[UlrikeDG]

Even though the Charge 5 is supposed to be able to track swimming, many people experience device failure after their Fitbit gets wet. AFAIK, the only solution is to replace it. Maybe if you leave it alone in a well ventilated area for a few weeks (this works better than putting it in rice), and then charge it, it might work. Basically, you need to get all the moisture out of it before you charge it to have the best chance of resurrecting it. (I actually like to let the sun help evaporate the moisture. Fortunately, it's been a while since I dropped my phone in a pool, but I did manage to keep using it by shaking out all the water, then putting it on its side in a sunny spot.)

Good luck! If you have a Premium subscription, don't forget to cancel it. Fitbit doesn't issue refunds, even if your device no longer works.

[MarreFitbit]

Hi there, @kirsten-k. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5. We‘re taking your comments and sentiments in regards to our products and services into consideration.

As @UlrikeDG 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.

Even though, I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty

[kirsten-k]

Thank you, but I am looking for advice on how to fix this. The device does vibrate when I plug it in.

[kirsten-k]

Thank you, I will definitely try to let it dry out for a couple weeks! and Especially thank you about the heads up for the Premium subscription!