Charge 5 won't charge anymore

[Tam821]

Fitbit can not charge anymore and sometimes a red circle with a cross appears...

Tryed to reset but does nothing , already cleande everything still don't charge...

What does this mean?

Is the Fitbit broken???

Moderator Edit: Clarified subject

[jane1110]

I have the same problem, started yesterday afternoon.

[kayia56]

I noticed this yesterday as well. Just finish the chat with customer service. I received NO support because I am not going to transfer my Fitbit to my Google account.  Waiting to see if anyone can get the clear answer on the issue

[MarreFitbit]

Hi there, @Tam821 @jane1110 @kayia56. Thanks for stopping by in the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 devices are still not charging. I understand your concern, I will do my best to help you with this!

As a first approach, please confirm that you have tried restarting your Charge 5 as described below:

1. Connect your Fitbit device to the charger.
2. Quickly lift it off and put it back on.
3. After a half-second pause, repeat this pick-up-and-place move 3 more times, all within 8 seconds.

If the above doesn't work and your device is still unresponsive, please try the following reset: 

1. Plug in the charging cable
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses.
3. Then wait 10 seconds or until the Fitbit logo appears.

In a addition, please make sure you've tried and attempted all troubleshooting steps provided here Why isn't my Fitbit device's battery charging? 

Please find below some tips to best charge Fitbit devices:

• Use only genuine Fitbit charging cables
• Use only UL-certified wall chargers
• Avoid USB battery packs
• Charge at room temperature

For charging purposes, your charging cable or your base station can be plugged into any USB power source, including but not limited to:

• A computer
• A Wall A/C to USB adapter, commonly found with smartphones
• A DC to USB adapter (vehicle power port)

@kayia56 If none of the above steps work for you, my best advice is to continue chatting with our Support Team as we've already exhausted all troubleshooting steps for the battery issue you're experiencing. I understand you don't want to migrate your account to Google, but our team will be glad to continue assisting you. 

[Navyabalasuriya]

Same here I found it today

Update: This is not OK 

[MarreFitbit]

Hi there, @Navyabalasuriya. It's nice to see you around. I'm sorry to hear that you too are having charging issues with your Charge 5. I understand how you must be feeling. 

To better assist you, please make sure to follow all tips and recommendations I've provided here. 

[Tam821]

Hi, thanks for responsding ...

I have tryed al off the steps already, more than once...but nothing 

I tryed cleaning, also did nothing 

I have started yesterday the chat and now i have to contact them again because the last thing they said to try also don't work 

If it's not gonna work anymore, than i have to cancel my premium account, i'm not paying for something that's not working 

Thanks for your info

[Tam821]

Thanks 

But already tryed everything from thé Steps and nothing is working

[kayia56]

I did all of the troubleshooting steps various times over the weekend. The amount of time I lost quite a bit of time over the weekend working on this. I can get the red X to go away for all of 5 minutes before it returns and then the device is no longer functioning

The representative that I chatted with was very polite but very clearly told me that Fitbit can offer me no support unless I migrate over to Google. So that means I have a device and the company is no longer going to support their product

[philip_h]

having exactly the same issues and currently on a chat with support.  device keeps freezing and becoming unresponsive - never had this in 16 months of ownership.

I have already tried all of the suggestions above, support have suggested...

1. cleaning the contacts on the device - not the issue as the device is currently at 100% but then froze (again)

2. changing the clock face - started this and then it froze yet again

I highlighted this thread to support also.

support have concluded that there is nothing else they can try but the will do a standard warranty replacement (purchased april 23).  However, I need to send my device back first before they will ship a replacement and so could be without for 10+ days

Maybe after 9-10 years of the fitbit ecosystem it is time to move.  If i wanted a device to last for 15 months then I would by a cheap device from amazon rather than a premium brand

[eliza49]

I have the same problem. Started yesterday. Have tried all the tips below - none work.

[Tam821]

Never mind... it's Broken... don't have warranty anymore, i have it already 3 years...never problems until now...i'm canceling my account and will go look for something else