Charge 5 suddenly stopped working

[smvirgil]

My Fitbit Charge 5 suddenly stopped working. I normally wear it while I am doing water aerobics. Is it possible that wearing it in the pool has caused a problem, even though it is supposed to be water resistant? The Fitbit logo came up, but it wouldn't sync with my phone.  I tried rebooting with the connecting cord and I even tried uninstalling and re-installing the app.  Nothing worked.  Now the Fitbit logo won't even show up.  The retailer that I bought my Fitbit from noted a 3-month warranty.  My Fitbit was only 4 months old when it stopped working. Is there anything I can do?  Help!!!

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, it's good to see you around the Fitbit Community for the first time, @smvirgil. 

Thanks for all the information provided about this issue with the Charge 5 and for confirming that you already tried the restart. 

As you mentioned, this device should be water resistant to 50 meters and you should be able to use it to track your swim. In case it's not related to any water damage and since you already tried the three pulse restart using the charging cable, could you please also confirm if you've tried changing the clock face option? Let me know if you're still not able to see anything on the display. 

[KhaoulaS]

My Fitbit charge 5 stopped working few hours ago although it has enough battery. I tried both methods three pulse restart and changing the clock face option. HELP!

[smvirgil]

Thank you for your reply to my comment. Unfortunately, I have not been able to try changing the clock face because my fitbit has simply gone black!!! 🙁

[KhaoulaS]

@smvirgil I think changing the clock face is done from the Fitbit phone application not from the device? Right?

No updates when it comes to my device, black screen for hours now...

[smvirgil]

The problem is that the device also stopped syncing with my phone, so I am unable to get to the clock settings. 🙁

[DavideFitbit]

Hi, welcome to the Fitbit Community, @KhaoulaS. 

Thanks for sharing that you've been having a similar problem with your Charge 5.  

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

@smvirgil Thanks for your reply and for confirming that you're still having the same problem.  I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Please keep an eye on your inbox.