Charge 5 switching off

[Pearsy]

My charge 5 keeps switching itself off and will only come back in when I plug it in. I have looked at other conversations on here regarding it - I’ve changed the clock face, tried the reset button on the charging cable, tried clearing the data on the watch. Still no change. Any other advice, apart from to throw it in the bin?!?! Any tips on a replacement as it’s getting very frustrating. Thanks. 

[Bolly3]

This is exactly what I'm struggling with. I've tried everything! I think I'm at throw it in the bin stage now too 😢 

[MarioSFitbit]

Hi @Pearsy and warm welcome to the forums. @Bolly3 it's nice to see you around. 

I appreciate your messages, and I'm sorry to hear that your Charge 5 keeps switching off. Thank you for the troubleshooting steps already tried. 

This is definitely not the experience we want for our customers, and I can understand your feelings about this situation. 

Could you please confirm if you tried the following steps as explained in the following help articles? 

Sync your devices: How do I manually sync my tracker or watch?

Restart your devices: How do I restart my Fitbit device?
(Please try the charging cable restart procedure). 

Change the clock face: How do I change the clock face on my Fitbit device?
(Please choose a Fitbit clock face). 

[Pearsy]

It’s very annoying isn’t it?!?! Hopefully get some better suggestions on how to get it working again. 

[Pearsy]

Hi,

Thanks for getting back to me. I had done all of those things but I have just done them all again. I’ll come back if/when it goes back off again 

[Pearsy]

Hi,

Yesterday I tried all of those things to get it working again and the watch switched off again at approximately 1am. When I plugged it back in the battery was on 81%.
As I write this message, I went on the app to check the time the watch stopped tracking my sleep and the watch has switched off again 😤

Any further ideas??

[MarioSFitbit]

Hi @Pearsy and welcome back to the forums. 

Thank you for your messages. I'm sorry to hear that the situation remains the same despite all the troubleshooting you tried. I am grateful for all your efforts. 

Since you have performed all the recommended troubleshooting steps, I suggest you contact support, since they have more tools in order to find your options. 

What can we help with?

[Bolly3]

Yes, I tried all those things and more, thank you. I also spent over an hour with customer service trying everything she had to suggest. Eventually CS said to try it for three days and see if the firmware update becomes available. It has not. Also, now the tracker has more problems than it had before 🙄

[Bolly3]

I don't think I can take any more of this. After spending a lot of time with a very helpful customer support a few days ago trying everything they had to offer, my Charge 5 is now even worse! One morning it was stuck on 10.30pm from the night before and now it drops charge like a stone, doesn't want to recharge easily and by lunchtime today it had already crashed 4 times. I gave it a full charge and by this evening it's on 4% It has missed most of my days activity and failed to take any nighttime readings. There is no point wearing it now.

[Pearsy]

I totally understand. Although mine hasn’t quite got as bad as yours it’s very frustrating. I spoke with the support team, they gave me another thing to try, which didn’t help. They have then given me a 35% off voucher to put towards a new one from the Google store. Only problem is, you can’t use it in conjunction with any other offer and all their watches have money off 🤦🏼‍:female_sign: The voucher expires 15th June so have to check the site every day to see if the offers stop, before I can use the voucher. Hopefully it won’t take the full 2 weeks to get a new one. Hope you get something sorted soon.  

[Bolly3]

If you can use the voucher, which one will you get? 

[Shawzey]

Hi Bolly3, I've had a Fitbit since 2016 and used to think it was great. My first one lasted nearly 3 years, so I thought this was a fabulous product. The next one kept going just until the warranty had expired, so got another 2 years. Since then I have had 2 more and each one has stopped working properly just over a year after purchasing it. The 3rd one was working fine and then one day, bizarrely just after Fitbit had sent out an update, it never worked properly again. I wasn't going to get another one but my wife wanted to get me one. We bought it direct from the website and had a delivery nightmare (but that's another story!). I've now had this one for 13 months and it now does exactly what you and Pearsy are struggling with. I don't have the time or inclination to spend hours with customer services and I now think that the Fitbit is not a great product, so I'm off to but a Garmin.

[Bolly3]

My experience is very similar to yours Shawzey! My first one in 2015 and I thought it was great, lasted 4yrs I think. Since then, lucky if it lasts 2. I am really put off getting another to have the same problem on repeat 

[Pearsy]

So after being offered a 35% off voucher to be used at the Google store, but couldn’t be used with another discount, the voucher has now expired and the items on the Google site never had a time where there wasn’t a discount on. Completely pointless!! Although it has given me the time to consider which watch I would like next and it certainly won’t be a fit bit. Hope you guys all get sorted!