Charge 5 stopped working after swimming with it

[MackenzieBlack]

I went swimming with my charge 5 & the screen went black. It won’t turn on, respond to the charger, or display anything on the screen. I did my research beforehand & it says it should be waterproof up to 50 meters. I was in shallow water with my toddler & I can see visible condensation by the sensors on the backside of my watch. I’ve tried putting it in rice & it still won’t turn on. What are my other options?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @MackenzieBlack. Welcome to 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 how annoying this can be, 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.

If nothing seems to work, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.