Charge 5 stopped working

[-SH-]

Hi there, my Charge 5 that I’ve had for 6 months stopped working. Screen went black, it’s completely unresponsive.is there anything I can do?

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Community forums, @-SH-. 

Thank you for all the information that you've shared about this inconvenience with your Charge 5. 

In case there's any problem related to the battery not charging properly, please make sure that you've followed the steps provided in this article: Why isn't my Fitbit device's battery charging? 

In addition, there are some general recommendations that are usually helpful with any type of display issues. Please try these additional steps that have been useful for other users:  

1. Complete the 3 pulse restart procedure method using the charging cable.
2. Please sync your device in the Fitbit app. 
3. If you  can't sync:
   • Remove the device in the Fitbit app.
   • Uninstall and reinstall the Fitbit app.
   • Set up the device again.
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

Hope this helps, I'll be around. 

[Immarky]

My Charge 5 is also dead. It was fully charged and just quit working. The pulse restart does not work

[DavideFitbit]

Welcome to the Fitbit Community forums, @Immarky. 

Thank you for sharing that you've been having the same problem with your Charge 5 and that you already tried the troubleshooting steps suggested earlier. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

[-SH-]

The pulse restart has not worked for me either.

----------

I haven’t had a satisfactory/ effective  response to my Fitbit issue. My Fitbit is still completely dead.

Good for Fitbit to be aware that your email inbox is too full, so my emails are “returned “.

[KAL2]

I got a BRAND NEW Charge 5 yesterday to replace my Charge 3 (because it became so dim that it was no longer functional) and overnight it became unresponsive.  It had a 64% charge on it yesterday, so it would be pretty odd for it do drain the battery overnight.  After hours on the charger today, it is still unresponsive.  I too tried the pulse restart and it does not help.  Fitbit - you have an issue on your hands right now with more than a handful of unsatisfied customers.  What do you intend to do about it?  When I did the online chat route to seek resolution, your support staff gave up right away.  It was surprising how fast they gave up - it's almost like they knew it was a lost cause.

[Ggbherr]

Mine did the same. The battery was losing charge fast all of a sudden, I set to charge, it gave me the splash screen, went blank and won’t do anything. Tried the pulse but remains off and phone will not pick it up.

[Immarky]

I have not heard back from customer support since the initial response that they had received my request. Can you please help resolve this issue? It’s been over 2 weeks now. 
thanks

[DavideFitbit]

Hi everyone, thank you for sharing these updates. 

If you already tried all the steps mentioned here earlier and you continue to have the same problem with the display, I would be necessary to continue the communication with the Customer Support team for further assistance with this. For a faster response, the best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected. 

@Immarky It seems the Support team has shared a few instructions with you via e-mail. If you're not able to find the reply, please make sure to check your spam folder as well. Let me know if you've received it. 

Thanks again for all the feedback and comments that you've provided about this issue so far. 

[Immarky]

I did not receive an email and it was not in my spam folder 

[DavideFitbit]

@Immarky Thank you for confirming that you already checked your spam folder. 

I've been informed that you were able to get in touch with the Support team again and they've provided you with more information about this. Let me know if you have further questions. 

See you around. 

[Ggbherr]

Yes, Fitbit support replaced my device.

Thanks

Sent from my iPhone

[Immarky]

Thank you. I received my replacement Charge 5 yesterday 

[DavideFitbit]

@Ggbherr @Immarky That's great news, thank you for sharing these updates! 

See you around. 😁

[wildangelgirl]

With all due respect sir, I am noticing you making this same kind of comment on many recent posts about issues with the Charge 5 model. Perhaps instead of telling all of us to try steps that we likely have already tried prior to seeking advice on this forum, you and your team should be looking into why so many of us are having the same problem. I did not start my own thread on this discussion board because I figured there were already so many threads posted so close together that Fitbit tech support would already be looking into the issue. Your comments suggest otherwise. 

[Sharon1979]

Help please 

My charge 5 is only 6 months old.

All of the above .. black screen not syncing not charging no lights on. Tried  all steps to resolve to no avail.

A new fit bit please as this is unacceptable

[Odyssey13]

Hi @Sharon1979  get with customer support and let them know the steps you've already taken

when there is someone available, chat is an option. Phone or 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