Charge 5 won't turn on

[rohittp]

My Fitbit Charge 5 display is not turning on. I know the watch is working other than for the display from the green LED flashing and also by syncing from the app. I am getting all the health metrics from the app. I tried restarting the watch by pressing the button on the charger 3 times. It is restarting ( I think so, based on the vibrations), but the screen is just black. I tried running the watch to 0% charge and recharging it to 100% but this didn't help either. From what I can tell the watch is working fine other than the display and the touch input

It has only been under 1 year since I bought the device can I claim a warranty for this? If so please tell me how.

Moderator Edit: Clarified subject

[RiekoC · Accepted solution]

Hello @rohittp 

Sorry to see that you are having issues with your Charge 5. There is another recommended troubleshooting step to try - changing the clock face. Some users have had success in getting their Charge 5 "unstuck" by changing the clock face. If it's successful, you can go back to the watch face you prefer. Here are the instructions, if you need them: How to change Charge 5 clock face 

Just to let you know, it may take several attempts at restarting and changing clock faces for the troubleshooting step to work. If you are still unsuccessful in getting your display to turn back on, you should contact Fitbit support (<-- click link) regarding your warranty options. 

[rohittp]

I tried this. I went through most of the discussion here on the form and nothing worked. Can you guide me through the process for getting warenty claim. When ingo to the website and click on damaged band I get an error saying "Something went wrong please refresh the page" 

[Jbarbing]

I had a similar series of problems. I can charge my fitbit charge 5 to 99% remove from charger and it shows 1% charge and dies. It's useless. Had a fitbit for just over a year however this one is a replacement as the first broke so it lasted less than 9  months.

Following for an solution 

[RiekoC]

Hello @rohittp 

When you go to the Fitbit support page, use the Live Chat, Call Us, or @Fitbitsupport tiles. That's the way to contact Customer support regarding your defective device.

Please be aware that Customer support is currently getting a lot of traffic. You will have to be persistent & patient until you get through. You may also need to follow up if you reach them and they tell you that they will send you a reply. 

[thouse3]

Glad you have a resolution- I was in contact with support- my unit is 1 year and one month old- not eligible for warranty-ugh how sad 13 months and it has died again. This it number 3 to die after a year usage, Vey disappointed . 

[rohittp]

My problem still isn't resolved. I accidentally clicked on mark answer as best and now don't know how to unmark it 😂. I contacted Fitbit support through Twitter and they created a ticket. They found out that my device is still under warranty so they asked me to return it. I got a mail asking me to confirm my address. I have replied with my address today waiting for their reply. Will keep it posted here once I hear back. 

[Suz1977hshejej]

Mine don’t charge or turn on 

[thouse3]

Very done with these devices for the cost of them. I have a tachycardia issue so relied on my device to monitor my heart rate, after having replaced it 4 times and upgrading each time to a costlier model to have this one now die after 1 year and 20 days (technically actually owned it less due to shipping delay) I am walking away from them. I was offered a discount on a new one, but not valid for a replacement of my version, discount must be applied on another upgrade but not the newest model either. Just on a more expensive one than what I had  and of which of course all my bands and chargers won’t fit. Nope, this is how to kill a long term customer. 

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If under a year old, contact customer support. If over a year- it is trash and don’t get another. 

[kkaboom]

This happened to mine too this week 😭😭