Charge 5 unresponsive

[WendyInspire]

My Charge 5 is not responding to any touch input whatsoever.

I have already tried to restart it via the charging cable but that did nothing.
It is also draining battery every 36 to 48 hours. Used to go five days before it needed to be recharged.

I cannot even factory reset as the touch input has completely stopped not allowing me to even see the date as it is stuck on zone minutes.

please help me as to what I can do to fix it

Moderator edit: format

[DavideFitbit]

Welcome back to the Community forums, @WendyInspire. 

Thank you for sharing that you've having this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

In this case, if you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please follow these steps in case you're having trouble to charge your device. 
2. Sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

Regarding the battery draining too fast, there are some features that can make the battery drain faster, like Always On Display, SpO2, GPS tracking. If you haven't done so already, please make sure to review all the recommendations listed here and let me know if you continue to experience the same problem.  

Hope this helps, I'll be around. 

[WendyInspire]

Hi Davide,

I have tried the 3 pulse restart procedure multiple times. It restarts but screen is still on clock and no touching will change it.

I have changed the clock face multiple times. The screen has not been responsive for about 6 weeks now. What is next? It is still under warranty and I would like to have it be operational.

Thanks

Wendy

[DavideFitbit]

@WendyInspire Thank you for confirming that you already tried all the steps suggested earlier. 

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. 

See you around in the Community.