Charge 5 won't stay charged

[Stef5503]

I gave my Mom a FitBit Charge 5 earlier this year. She constantly had to recharge it - it barely held a charge for 12 hours. The charge lasted for increasingly shorter times. Now it will only power on if attached to the charger and it's plugged in. It shows the symbol and then shows an empty battery. I keep it connected for about 20 minutes and it says the battery is full. I remove it from the charger and the screen goes black and is unresponsive. I again attach it to the charger and it shows the battery empty again! I have looked through the chat boards and haven't found a solution that works. I would have researched this much earlier but my Mom figured she was inept or doing something wrong. When I brought up having to find a solution to my Charge 3 that wasn't working, she told me about the problem with her Charge 5.

[Wibby]

Hello @Stef5503 

It sounds like your Mom has a faulty Charge 5.  It might be worth contacting Support to get advice.  You can always try restarting it to see if that can help in the meantime.

You can do that directly on the Charge 5.  Scroll down from the Clock Face until you reach Settings, tap, then scroll up until you get to Restart Device and follow the instructions.  If you can't do it from the Charge 5 itself, you can also do it by putting it on the charger and pressing the button 3 times.

If you scroll down to the bottom of the page here, and click on Help, then Get Support, then Live Chat, that would probably be the easiest way to contact them.

You can also change the country at the bottom of the screen if you need to.

I hope that helps a bit.