Charge 5 suddenly quit working

[Woodstock67]

Good morning,

About two weeks ago my 16-month-old Charge 5 quit working. I was on holiday at the time and did not feel like requesting support at that time. The device is unresponsive, does not sync, and does not charge. I have tried different solutions as found in the Fitbit forums:

• Resetting the Fitbit by pressing the button on the charging cable three times for a second;
• Resetting the Fitbit by using the Fitbit app

Both do not solve the problem. What other options do you have to fix the device?

Regards, Marvin Woods

[loalakoala · Accepted solution]

Good morning, 

I had the same issue with my Charge 5. I called customer phone support from the app. They told me to order a replacement device (without charger and straps) and sent me a link with an order form within a minute after the call. Currently waiting for the parcel to arrive. 

In Germany we have a 2-year warranty by law, so the new device was free. 
 
Not sure where you live, maybe that works for you as well? 🙂

Regards
Lola


 

[Knitalie]

I don't have a button on my charging cord????

[Woodstock67]

Thanks Lola, we're neighbours (I live in the Netherlands). So I'll contact
support from the app!

Regards Marvin

[Woodstock67]

Thanks Lola,

We're neighbours (I live in the Netherlands) so I'll contact Fitbit support and talk to them.

Regards, Marvin 

[Woodstock67]

If you have the correct charger the button is right next to the USB connector.

It took me a while to find it as well.

[RiekoC]

Hello @Knitalie 

There is a small inset button on on side of the USB end of the charging cable that came with your Fitbit. See picture below