Charge 5 stopped working after getting wet

[MonicaH59]

Charge 5 stopped working during swim at pool. Cleaned terminals. Tried to reset while attached to charger. No response. Purchased August 2023 & still under warranty.


Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @MonicaH59. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still unresponsive. I understand your concern, I will do my best to help you with this!

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.

[MonicaH59]

Thank you. I tried all of your recommendations. It tried to revive. Screen
flickered the fitbit symbol & turned dark again. Does not communicate with
app. How do I return for warranty repair since I bought late August 2023?

[MarreFitbit]

@MonicaH59 Thanks for getting back and for confirming that you've tried all tips and recommendations provided.

Since your Charge 5 is stuck on the Fitbit logo, as our last approach, please try the following steps in the order listed:

• Unpair your Fitbit device from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

As for your inquiry about the warranty, see fitbit.com/legal/returns-and-warranty. If you want to get help for this problem, chat with us online or give us a call. Click here to get connected.

[MonicaH59]

I bought my charge 5 through Amazon Fitbit store. Have been unable to restore. How do I apply for warranty authorization?

[Odyssey13]

Hi @MonicaH59 

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or X/Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[MonicaH59]

I followed your suggestions. Unable to find Charge 5

[Perkflower]

Good luck. I had my Fitbit Charge 5 for 16 weeks and it went black. Had to chat for an hour then they said for me to send it back in for a replacement. Since I only had it a short time, I packed it back in the box it came in with the charger and band as the google email had no instructions for a watch. Had to locate a Fedex place, which was not close at all, sent it back. Got an envelope yesterday, yes a small unpadded envelope, with a Charge 5 watch face. Yep thats all, they didnt send my box, charger, or bands back. RIDICULOUS. From what I understand the Charge 5 is a mess and the Google Fitbit merger is causing all sorts of complaints. I wish you luck. I am still trying to get my stuff back. 

[MonicaH59]

Thank you. I followed all the recommendations to no avail. Called support
for authorization. Tracked down my invoice for verification. They told me
to keep accessories & only ship the watch. Will see what I get in return.