Charge 5 tracks activity but screen no longer works

[Tommyk_912]

I've had my Charge 5 for around 18 months and now the screen won't turn on, but it's still tracking my steps etc. I've tried the reset option but all that happens is that the Fitbit logo appears for a second and then that's it.

I've also tried changing the clock face. When I do this, I can see the progress bar on my watch updating for about a minute or so, but then after that...nothing.

Is the watch done for? I contacted Fitbit but they said my watch is not under warranty (as I received it as a replacement for a Charge 4 which also stopped working for a different reason).

I've purchased three Fitbits in the past four years (for myself and others):

November 2020: Charge 4 (broke out of warranty)

August 2021: Charge 4 (broke and was replaced with the Charge 5 - this is the product I'm currently having an issue with)

November 2023: Charge 6

Not the best return on $400.

Thanks.

[Tommyk_912]

Anyone got any advice here?

[Tim217]

Try another brand.  I'm only on my second fitbit (also a Charge 5), which just did the same thing (blank screen) after wearing it while doing yard work. I've only had it for about two years. And the exact same thing happen to my first fitbit as well.  I'm done with them, so I'm trying something else.

[drongo19]

Same with my Mom's Charge 5! Just one year and 1 month! My first fitbit band Alta HR is good and still working, that's why I buy fitbit watch myself and band for my Mom. I think I will use other brand next, especially no Google.

[Tommyk_912]

I shouldn't be surprised but this still doesn't work. I've tried to do the reset option multiple times, and the same goes for changing the clock face, but nothing.

Is this definitely done for at this stage and I've no comeback?

[Allpoj]

Same here charge 5 was working fine retaining battery for 6-7 days until yesterday 20/6 /24 when it suddenly showed a black screen and battery dropped to 4% . Have tried all suggestions found in the forum ie reset button , ensuring Fitbit app on latest software (did notice there had been an update to software app on 19/6 and was another available 20/6 ??)  still no joy . Suggestion to change clock face couldn’t be done as app can no longer find the charge 5 !!! Sent email to support team , raised a question to forum, event tried chat which was not available . Seems to be a history of this problem with charge 5 . Will be watching in case anyone gives a response I haven’t yet tried !

[NielMeg]

That is exactly what my Charge 5 did. 4% battery and black screen. This has to be a system change causing this. The watch should last for longer than a year or two. I love my fitbit, but not enough to continue replacing it after a year or 2. 

[Anntts]

Same here. I got a black screen today after swimming. Its supposed to be waterproof.  I reset it and charged it and it came back to life for about 15 minutes.  Last week I got a red circle with a white X shortly after beginning a 6 hour hike. That time it didn't track anything.  The reset button didn't help so I called customer service who I could barely understand.  They said there wasn't anything they could do and they'd send me an offer for money off on a new one.

I've had it with Fitbit.  I've had a Fitbit since they started and keep upgrading.  However, in the last several years no matter what version of the Charge tracker I have, it always stops working within a month of the warranty expiring.  And suspiciously not long after they force an update.  Then they offer money off on a new one.  After having this happen 3 times I realize its a scam.  I'm done with playing this game.  Company hasn't been the same since Google took them over.  The changes to the app make it harder to read the info at a glance.  There are so many comments about this on the forum and Google's answer was basically we don't care if our customers don't like the changes.  Guess they never heard the saying "if we don't keep our customers happy someone else will."  I'm switching to Garmin as of today.

[Tommyk_912]

I contacted Fitbit again a few days ago about this but I haven't heard anything back since. Obviously they're hoping I just go away after closing my original case.

[Anntts]

On a whim, I tried changing the clock face again. While it didn't work when I was on phone with customer service, it did work this time days later!!  Now my fitbit seems to be working fine.  But, I had already ordered a Garmin watch.  I've been wearing both for the last 2 days to compare.  There are things I like more about each. I will miss some of the features in the fitbit app, but I have to pay a yearly subscription for those while the similar features for Garmin are included for free.   I think I'll wear the fitbit until my subscription runs out or until it dies again.  Since Google doesn't seem to care about us, it's time to cut ties with fitbit after over 10 yrs of being a loyal customer. 

[Allpoj]

Hi 

I couldn’t try the watch face change as the Fitbit screen went black and no amount of effort with tested etc would restart it left charging for hours and nothing .very suspicious that this happened after a software update and there had been no issues with the charge 5 prior the battery was lasting 7 days screen was fine no issues at all to just suddenly die after an upgrade is very suspect . No joy from support just a discount of 35% but must switch to google account and buy through google store only . It makes me wonder if it’s a means to get everyone switched over to google as I had not yet made the switch ??? I wonder how many others are in that situation ie we’re still on Fitbit platform?? Even when trying to help the customer services insisted I had to set up google account for them to check warranty but as I bought from boots the chemist I had receipt and could tell them it was out of warranty by a few months 

havibg seen trustpilot reviews and this forum I have ordered an Apple Watch was torn between garmin and apple but had a deal on an Apple Watch from John Lewis so opted for that . Done with Fitbit but will leave a review of them on trust pilot and am tempted to write to trading standards and their ceo as I have now seen I am one of hundreds afffected . I also took screen prints from Fitbit app showing the watch died day following the update. Will update thread if I hear anything back from letters but this reminds me of the apple battery issue which did end up as a case action

[rodders69]

Unfortunately I currently feel the only advice I can say is to buy a new device, I probably wouldn't recommend getting another Fitbit Charge though

I have purchased about 4 Fitbit Charges starting with the Charge 2 (2017)

My latest Charge 5 has the exact same issue as yours, works perfectly but no display.  I purchased my original Charge 5 mid July 2022, that experienced a faulty screen issue which failed pretty much within 1 year.  This was exchanged promptly and I was not without a

Fitbit so was able to track my steps until the replacement arrived.  The replacement supplied was actually a brand new boxed device so don't even think it was a refurb.  This unit has lasted LESS than one year and has the exact same display issue.  I feel that a new device should easily last longer than 1 year, I don't even swim with it or use it for any sports, I just use it to track my steps and its had a very easy life.  Don't get me wrong, they will be replacing my current failed device but much like you this replacement will only be covered up to the warranty period of my original purchased device (mid July 2024).  I guess I'm lucky that it failed before 1 year as if it had lasted 2 weeks longer I wouldn't even be eligible to a warranty replacement.  Even this warranty process is so much more convoluted, I need to send back my failed device and then they will send out a replacement which means I wont be able to track my steps during this this 2 week period.

I'm hoping my replacement lasts longer than 1 year but once my replacement fails I feel that Ill just ditch the Fitbit eco system and move onto something else.  There are numerous branded devices that do the exact same thing as the Charge 5 for the fraction of the price so feel I will just get one of those instead.  Maybe I'm expecting too much regarding the reliability, but two different Charge 5 units failing withing a year?

Probably best to look into an alternative different device or different brand

Good luck

[Tommyk_912]

Still no update from Fitbit despite having contacted them again regarding this. And for some reason I see other users are treated differently here and being offered a discount, @MarreFitbit can you advise?

[Tommyk_912]

Tagging @MarreFitbit again here.

[NicGar]

Same here , charge 5 , only had it since nov last year ..still waiting for fitbit to respond...a bit like my watch ...dead ! 

[PilatesMary]

I wish I’d known about these issues prior to purchase, but of course we aren't privy until after purchase. Have posted once but here is another regarding blank screen to add to the long lust of unhappy customers for customer service to read! 
Have followed all steps to reinstate Fitbit. It’s fully charged but totally useless with a blank screen. And like so many others in the forum,  its almost a year old. 
$Au 420 

Garmin is the go as my old one is still ticking!!!