Charge 5 won't charge

[IsabelleFS]

Hello!

I don't really know how to name this topic, so didn't found something in the Community. I hope somebody can help me.

When we charge my father's Charge 5 it shows 100 %. But when we get it from the cable it turns in to 0% and went off an we had to charge once again...

What can be the problem?

It's the original charging cable. I tried to restart it... Unfortunatelly nothing helped...

Had someone the same problem?

Thank you in advance!

Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @IsabelleFS!

Sad to hear that you're having issues with your father's Charge 5. Althoug you've mentioned already having restarted it, I'd suggest giving that a second try as sometimes it won't work on the first run. Please do so by closely following these instructions:

1.) Connect your Charge 5 to the charging cable which has to be connected to a power source.
2.) Press the button located on the USB plug of the charger 3 times within 8 seconds(!), holding each press for about 1 second(!).
3.) Wait around 10 seconds until the Fitbit logo appears.

If that really won't work for you, I'd suggest contacting Fitbit support to get further support:

Fitbit Support Contact 

[MarreFitbit · Accepted solution]

Hi there, @IsabelleFS. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. 

If you haven't done so yet, please follow the tips and recommendations provided here Why isn't my Fitbit device's battery charging?

If the above doesn't work, please follow @Talahthas's advice and chat with us online or give us a call. Click here to get connected.

[Billotto]

Hello!

I'm sorry to hear that your father's Fitbit Charge 5 is having battery issues. Here are some suggestions to try and resolve the problem:

1. Clean the charging contacts: Ensure that the charging contacts on both the device and the charger are clean and free of any dirt or debris. You can clean them gently with a cotton swab or a soft, lint-free cloth.

2. Check the charging cable and adapter: Make sure the charging cable is securely connected to the Charge 5 and the USB adapter. Also, try using a different USB adapter or a USB port on a computer to see if the issue persists.

3. Perform a reset: You mentioned that you have tried restarting the device, but you can also try a reset. To do this, plug the Charge 5 into the charging cable, and then press and hold the button on the charging cable for about 8 seconds. When you see a smiley face on the screen, release the button. The Charge 5 should now restart. Note that this process may vary if there have been updates to the Charge 5 since my knowledge cutoff date in September 2021.

4. Update the firmware: Ensure that your Charge 5's firmware is up-to-date. You can check for updates using the Fitbit app on your smartphone.

5. Drain the battery completely and recharge: Allow the battery to drain completely and then recharge the device to 100%. This process can help recalibrate the battery level indicator.

If none of these steps resolve the issue, it could be a hardware problem or a defective battery. In this case, I would recommend contacting Fitbit Support For Help  and providing them with the details of the issue. They may offer additional troubleshooting steps or provide information on warranty coverage and replacement options, if applicable.