Charge 5 won't charge anymore

[Mich1003]

I have had my Charge 5 since the middle of June 2023. About 3 weeks ago, it stopped charging. I have followed all steps repeatedly and from different electrical outlets, with different wall chargers. I have pressed the button on the side of the head of the charging cable 3 times on many occasions to reset. This only worked the first time I tried it 3 weeks ago. The unit began to charge, but when I returned later, expecting it to be fully charged, it was only at 8%. When I put it back on the charger that time, the unit remained black and would not vibrate when I tried a reset. It hasn’t vibrated since that time when I’ve repeatedly tried to reset it in this manner. 

Nothing has happened to my Charge 5; it is still in like-new condition. The only other thing I have done in an attempt to resolve the problem is to clean the terminals with a Q-tip dampened (not wet) with alcohol, then dried with another Q-tip. I saw this suggestion on a YouTube video. Soon after receiving the unit, I replaced the band.

I would like to speak with someone about what else I can do, or about replacing the device if it is indeed defective as it seems, but I haven't yet found a number to call.

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Mich1003 you can see all the ways of contacting Fitbit Customer Support on Contact.fitbit.com .

[MarreFitbit]

Hi there, @Mich1003. Welcome to the Fitbit Community Forums. Thanks for your time in troubleshooting the issue with your Charge 5 before reaching out. I understand where your worry is coming from. @Julia_G Thank you for sharing the link to our support channels. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.