Charge 5 suddenly started losing battery

[KellyLRS]

Hi.

I am trying to find the process to return my Fitbit Charge 5 under warranty:

A number of weeks ago the device suddenly started loosing its entire battery charge within a few hours after having been charged to 100%.

We have tried the several solutions as proposed on this forum in these cases (checking settings. Updating to the latest firmware, resetting the device via the button on the charge cable, … ) but nothing works.

The device is still within warranty so we would like to get it returned for repair (or swap or refund). Trying to request a return via the website seems to send me in circles.

Please also tell me how to pause my Premium subscription: I recently had it extended but as it is now impossible to use the device the Premium is unusable as well.

Thanks, Kelly

Moderator Edit: Clarified subject

[Odyssey13]

Hi @KellyLRS  if you're past the return window or purchased it from a third party seller, it would be for replacement, if Customer Support feels that is the only option after working with them troubleshooting the problem. click for support