Charge 5 will not charge black screen

[LuisaSC]

Bought end of June. Will not come on. Does not charge.

Please advise!!!!

[DavideFitbit]

Welcome to the Community forums, @LuisaSC. 

I appreciate all the information that you've provided about this inconvenience with your Charge 5. 

In case there's any problem related to the battery not charging properly, please make sure that you've followed the steps provided in this article: Why isn't my Fitbit device's battery charging? 

In addition, there are some general recommendations that are usually helpful with any type of display issues. Please try these additional steps that have been useful for other users:  

1. Complete the 3 pulse restart procedure using the charging cable.
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, please try tapping on your profile picture > Charge 5 > Tile to see if the firmware banner appears (since a new firmware version has been released for the Charge 5).
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. 

I'll be around. 

[Rozzell]

Did all that and all I get is the dots for a moment. Did it die?

[krtbal]

Hi, my Charge5 doesn’t switch on and its black screen.. already tried the options mentioned 

Moderator edit: format

[Viscacha]

Same for me, it stopped working today. It appears to still be collecting data but nothing on the screen.

[MacGyver4th]

Hopefully it didn't get moisture inside. Had mine in the shower and went to charge it after and nothing. Noticed small water droplets inside one of the small sensor windows on the bottom. Had it in some desiccant for 2 days now and still nothing. A watch that is 50 meter water resistant should not be affected by some splashes while showering.

[Rozzell]

I never showered with it. It did not get wet. Just quit.

[MacGyver4th]

Very sorry that happened. This has been a very frustrating device for me.

[Rozzell]

Me too. It is 9 mos old. I had a versa that worked for over 2 years. I
*upgraded to the charge 5. It never picked up my sleep properly. Syncing
was hit or miss.

[QCphantom]

Same thing for me - purchased in January and now it's dead. Paid for premium membership which is useless now. I did all the trouble-shooting tips, contacted support two days ago, they said "send a video and receipt". They didn't tell me how to send it so I just replied to the email. Other people are saying they never hear back after sending the video so I asked for a confirmation that it was at least received; haven't heard anything. It's only been a few days, but still. We should be able to track our tickets at least. 

[Rozzell]

I canceled my premium membership

[DavideFitbit]

Hi everyone, thank you for all your replies and for confirming that you already tried the steps suggested. 

I've been informed that some if you were able to get in touch with the Customer Support team for further assistance with this. In this case, I recommend that you continue the communication with them so they can let you know how to proceed. 

If you haven't done so already or if you're new to this thread, please make sure to exhausted all the troubleshooting options mentioned here earlier. If you continue to experience the same problem, I recommend that you get in touch with the Support team. The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected.

Thanks again for all the feedback and comments provided about this so far.