Charge 5 stuck swim mode

[Kmh-ames]

After turned on Charge 5 swim mode, I cannot unlock my Charge 5. I have tried almost everything I can do; firmly tap the devise, restart the devise, but the display shows nothing. 

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Kmh-ames. 

Thanks for sharing that you've been having this issue with your Charge 5. 

Could you please provide a few more details? When you start tracking your swim, the device will automatically turn on the Water Lock feature, but you should be able to see the Lock icon on the screen. Let me know if you're seeing anything at all on the display when you tap it or if it's completely black and unresponsive. 

In case the Water Lock is indeed turned on, please firmly double-tap the middle of the screen with your finger. If you don't see "Unlocked" appear on screen, try tapping harder. Turning off this feature uses the accelerometer in your device, which takes more force to activate.

If you don't even see the Lock icon and it's completely dark, please follow these steps as well: 

1. Complete the 3 pulse restart procedure using the charging cable. 
2. Follow these steps in case you're having trouble to charge your device. 
3. Sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
5. 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. 

I'll be around. 

[Kmh-ames]

@DavideFitbit  Not sure what is going on but my Fitbit Charge 5 display became visible again after almost 3-day complete black screen regardless of firm tapping. 

One remaining issue is too fast battery drain, I think this is related to the latest firmware update. 

[Hannahm97]

I’m having the same issue. I put my Charge 5 into water lock mode earlier when I went swimming and my screen has gone completely black. I can’t see the lock icon on screen either. I’ve tried firmly tapping but my device is unresponsive. I tried the 3 pulse restart method through the charging cable and again nothing my screen is still completely black. But my device is still charging surprisingly. So I have no idea what’s going on but I would like this to be fixed ASAP.

[CrystalS4uk]

I've noticed that when I turn waterlock on before getting in the pool that it will automatically turn water lock off while I'm swimming. Anyone having that issue? Also,  after I swim with it, it loses charge very quickly afterwards.  I love tracking my sleep but have had to miss several nights recently just so I can charge it. And of course, it takes longer than normal to charge. So frustrating! 

[Chuck2023]

My Charge 5 is still unresponsive after the 3 pulse start and the attempt to synch it from the App and change the clock face

Please help. Thank you very much

[DavideFitbit]

Hi everyone, thank you for sharing that you're still having some of these problems with the Charge 5. 

Regarding the display not turning on, could you please confirm if you already tried all the steps mentioned here earlier as well?  

In addition, if the battery of your Charge 5 is still draining too fast, it is recommended to follow the recommendations listed in this article to improve or extend battery life. Let me know if you already tried these steps. 

[Chuck2023]

Hi:

Yes, I've tried the solutions given here before.

Thank you very much for your help,
Carlos

[bluejoppo]

Hi David,

I have the same problem happening with my charge 5 since yesterday. I tried restart, ended up with the fitbit Logo showing but nothing else. Screen black and inresponsive, unable to change clock face. Really not impressed by this. 

[Squirrel88]

I am having the same problem. Screen black since I put in water lock on holiday 3days ago. Tried all the above. It buzzes after three presses on the charger wire. Won't sync and won't change clock face. 

[Jules2018]

I’m having a similar issue. Screen went black after swimming with water lock on. I plugged it in to charge thinking it drained the battery (which is a chronic problem with this Fitbit). Now the clock face appears but it is otherwise unresponsive and drains power in minutes. I tried the three pulse restart and changing the clock face but the app says it can’t find the device. 

[Squirrel88]

I didn't get mine working. Went on chat with fitbit support and ireceived a replacement yesterday. Great service as always from fitbit.

Sent from Outlook for Android<>

[DavideFitbit]

Hi everyone, thanks for all the responses and for confirming that you're having the same problem. 

In this case, if you already tried all the troubleshooting steps suggested and you continue to experience the same problem with the device being stuck in swim mode, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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. 

@Squirrel88 That's great news, thanks for sharing your experience!