Charge 5 won’t hold charge

[cmarie22]

I had posted this on another thread and haven’t heard anything but my Charge 5 will not hold its charge and battery dies within a hour. I have been dealing with this for a week. It can charge all night take it off the charger and it’s dead within an hour. I have tried pressing reset 3x multiple times while connected to charger, I have turned off any settings or checked what could be draining, i.e. notifications, etc. (but I barely had anything on anyway) and still dies. 2-3 wks ago I had an issue with it being frozen on the logo screen after the update now the battery won’t stay charged. This is frustrating and it’s only a yr old. 😑

[DavideFitbit]

Hi, I appreciate all this information that you've shared about the inconvenience that you've been having with your Charge 5, @cmarie22. 

Before considering other options, please make sure that you've followed the steps provided in this article. In addition, try to perform a restart following the steps listed here below, this has been useful for other users experiencing something similar: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end if the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

The battery can last up to 7 days; because battery life is affected by use and other settings, actual results may vary, but the battery shouldn't be draining only after a few hours. From what you mentioned, it seems you're not using the features that can make the battery last less than usual, but keep in mind that some of the feature that can drain the battery more rapidly are: 

• Built-in GPS (Charge 5 can have a battery life of up to 4 day when using this feature regularly, or up to 5 hours if you use it continuously).
• Always-on display (Charge 5 can have a battery life of up to 3 days when using this feature). 
• Tracking SpO2 (Fitbit points out in this article that you may have to charge your Fitbit device more often when collecting SpO2 data)

Hope this helps, I'll be around. 

[Odyssey13]

Hi @cmarie22  why not get directly with customer support. They can "see" your device and how it's charging from their end.

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[cmarie22]

Hi @DavideFitbit 

I have did all of that previously before I did my

post. I have placed on charger and did the reset. I have checked my settings opts and placed clock face on dim, checked that display was not on always, etc. I was at 100% and it went to 3% within the hour. But I will check again. After it charges since it died again. 

[ayaashpaw]

Having used the charge 5 Fitbit for around 13 months I am experiencing severe battery drain issues despite having battery advantageous settings, from minimal apps, screen off until double tapped and having the gps off. The warranty got over at 12 months & not sure what to do. This is happening past 1 week & the device was perfectly fine before this.

Tried all of this, Resetting the device didn't work, charged it to 94% last night and it went down to 59% overnight

Any solutions welcome. 13 months old device is that old to be spoilt like that ?

😕

[DaleHF]

Mine is only a month old and started the same thing after the most recent app update 

[DavideFitbit]

Hi everyone, thanks for confirming that you already tried all the steps suggested and that you continue to have the same problem with the battery draining too fast. 

In this case, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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.

[RiekoC]

Based on the forum posts I've read, many of us experienced the sudden drop in battery power after the last update. 

I recommend that you contact Fitbit support (preferably via chat) especially since your device is still under warranty. They will probably have you try several troubleshooting procedures to determine if your device can be restored to normal function or not. 

[LuizManetti]

It seems to be related to the recent firmware upgrade and we don't have an option to revert back to the previous firmware version. It would be great to have more options to get our devices fixed:
1. An option to revert back to previous firmware versions or at least to the last version.

2. An option to get the battery replaced without losing the warranty.

[DaleHF]

Mine was 2 months and a replacement for a charge 4 that broker. Pretty sure it was the latest software update or very coincidental timing (had the save happen with an earlier model. Good news was 5 minute online that to support and a new one on the way.

Just pleased we get a 2 yr warranty here in Australia

[DavideFitbit]

Hi everyone, thanks for all the information provided about this so far. 

@LuizManetti I've been informed that you already contacted 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. 

@RiekoC @DaleHF Thanks for taking the time to share your feedback and your experience with this. I'm sure it will be useful for other users as well. 

Have a good day. 

[Yummycardboard]

This issue has just started for me as well just 2 days ago. I got my Charge 5 in September 2022 and it used to last 5 days between charges now it does not last 24 hours. I have reset my Fitbit several times, even uninstalled the app and re installed it after seeing someone suggest it. All my settings are set to the way it was and I even turned my screen to manually on and not auto and it did not fix anything. 

[LuizManetti]

Hi @DavideFitbit , you are correct. I got my unit replaced and the replacement is working fine, so far.

I'm very concerned about updating the firmware in this "new" unit, as I don't want to "break" another tracker.

I am also providing feedback so Fitbit can add them to your backlog for consideration.  😉

Thanks,

Luiz

[DavideFitbit]

Welcome to the Community forums, @Yummycardboard. 

Thanks for confirming that you're experiencing the same problem with your Charge 5. 

I've been informed that you were able to get in touch with the Customer Support team as well and it seems they've provided with further assistance. 

@LuizManetti Thanks for sharing this update! It's great to know the replacement is working properly. 

[SteephanieM]

Mine just started doing this yesterday and it is driving me nuts! It charged all night, I put it on this morning and within 1 hour it said 4%. Put it back on the charger for 5 hours, put it on again and within 20 minutes I was at 6%. I too have tried resetting, etc and nothing works. So frustrating because mine is only 7 months old! My previous charge 2 lasted for years and I never had any issues. 

[ayaashpaw]

@DavideFitbit 

What about the devices still not fixed even with the steps provided above ? What do we do with those Charge 5s?

[ayaashpaw]

@SteephanieM

Similar story with almost everyone with Charge 5. And no resolution past whole month. Got frustrated and got a new inspire 3 for now.