Charge 5 stopped working after swimming with it

[Max-noncisto]

After swimming in the water of a cold lake, my charge 5 stop showing any kind of result on the monitor. 

Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @Max-noncisto!

Sad to hear that your Charge 5 isn't working as expected. As this sometimes works wonders, I'd suggest trying to restart it by closely following these instructions:

1.) Connect your Charge 5 to the charging cable which has to be connected to a power source.
2.) Press the button located on the USB plug of the charger 3 times within 8 seconds(!), holding each press for about 1 second(!).
3.) Wait around 10 seconds until the Fitbit logo appears.

If the display still is dead after having tried this, I'd suggest contacting Fitbit support as your device might have a water damage:

Fitbit Support Contact 

[MarreFitbit · Accepted solution]

Hi there, @Max-noncisto. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5.

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 nothing seems to work, please follow @Talahthas's advice and chat with us online or give us a call. Click here to get connected.

[Max-noncisto]

I’ve tried everything, but charge 5 isn’t working well anymore. I’ve cleaned the pins, I’ve pressed the bottom during the recharge…

now not only I can’t see any data on the screen, but also the battery seems to last less (only one day, instead of a week).

I’m so frustrated!

charge 5 is a product water resistant. I’ve only swimmed in a cold lake, nothing else…

[Talahthas]

Sad to hear that none of the advices that @MarreFitbit  and I have given could fix the issues with your device, @Max-noncisto.
So I'd suggest contacting Fitbit support for further assistance. If your device is covered by Fitbit's warranty, they most probably will send you replacement after having led you through some steps of checking.

Fitbit Support Contact 

[mnn20]

I had the same experience with my Fitbit Charge 5 watch, and I feel compelled to share my disappointment here. After just 15 minutes of being submerged in a swimming pool, the screen went completely blank, although I could still feel haptic feedback. Seeking assistance, I reached out to Fitbit's customer service, hoping for a solution to this unexpected problem.

Initially, the customer service representative had me perform tests on the haptic feedback through the charger, which seemed pointless as the issue was clearly with the watch's display. They then instructed me to sync the device, which surprisingly worked, but the problem persisted. To my frustration, I was informed that another department would be in touch with me regarding a solution.

The response from this other department was deeply unsatisfactory. They pointed out that I was seven months past the warranty period, conveniently neglecting to acknowledge that my watch was a Christmas gift in 2021, replacing my old Fitbit Charge 2 that I had owned since 2016. The best they could offer was a mere 25% discount on purchases from their store. This response is simply outrageous.

What truly baffles me is how Fitbit can claim their Charge 5 is water-resistant up to 50 meters, yet it failed after a brief and shallow dip in a pool. If the company promotes water resistance, it should cover such incidents within its standard warranty. It seems that Fitbit users are taking a gamble when they expose their devices to water after just one year of ownership, which is unacceptable.

To make matters worse, the Fitbit support team left my last email unanswered, displaying a complete disregard for customer concerns. After over eight years of loyalty to the brand, I have decided to sever ties with Fitbit. It is disappointing to witness a company I once admired resort to such unethical practices and provide such subpar customer service. 

[Surfista]

Sorry to hear that your charge 5 failed in the water. I find it telling that the company always tells people with this issue that:  "If your device got wet, it’s important to take it off and dry it well before putting it back on." 

If the device is really designed for swimming, that advice would be totally unnecessary.