Charge 5 stopped working

[JohnoRS]

My charge 5 stopped working tried all the reset / restart options blank screen device does vibrate when connected to charger when pushing reset button on  lead, and then about 5 seconds after 3 press, but fails to start. Tried to get chat session going but no answer and as purchased from Amazon they have just refunded me not given a replacement very disappointed. 

John S

[Talahthas]

Welcome to the Fitbit community, @JohnoRS!

Sad to hear you're having issues with your Charge 5. Although you've mentioned already having tried to restart your device, I'd suggest giving that another try because it sometimes requires more than one attempt to restart Charge 5. Before doing so you should make sure you've synced your device to not lose any data tracked so far. Next please closely follow these instructions as timing is crucial for this procedure:

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

If that really won't work for you, I'd recommend letting the battery of your Charge 5 drain to the point where your device shuts off to eliminate any background process that might be causing the issue. Then connect your device to the charger being connected to a reliable power source and check if the display will turn on. Note that this will take longer than usual as the battery is completely down now.

I'll keep my fingers crossed.

[hornets66]

I just started having a similar problem about a day ago.  Tracker just shut off completely.  I plugged it in with the official Fitibit charger, did the "button press thing" and the phone sure enough turned on and charged.  After a few hours, the charge was at 100%.  The charged drained completely within an hour or two.  I did the "button press thing" a second time, and then charged it overnight.  Took it off the charger this morning.  The battery was at only 99%.  It's been an hour or two, and the charger has completely shut off.  I've owned this thing for over a year.  Never had this particular problem.  I'll try to call customer support and see if I have any better luck.  I'll plan to report back.  In the meantime, I've pulled my old Charger 2 from my desk drawer, and have started to reuse that.  To be continued . . . 

I just got off the phone with customer support.  The person who assisted put me on hold while she escalated this to a higher power.  She came back on the line and indicated there is nothing further I can do, and that I should hear from the warranty department via email with my options.  Not holding out high hopes.  Once again, to be continued. . . .I'll be back.

Just to follow up one last time - I never received an email from Fitbit's warranty folks.  Really disappointing