Charge 5 won't turn on

[Gine-T]

Hey there. I recently purchased my fitbit charge 5 and now the screen is black. I have tried to restart the device by pressing 3 times on the charger cable and it still won't work. 
i'd like to know how i can return the device and get a new one. I find it frustrating and difficult to find the link for returns so im trying here . 
thank you

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Gine-T. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Charge 5 is not turning on despite the restarts you've done so far. I understand why you're feeling frustrated. I'll do my best to help you with this! 

By any chance your Charge 5 ran out of battery recently? If so, please note sometimes a Fitbit doesn’t seem to be charging when actually the issue is that it has become unresponsive (this can happen if the battery has been allowed to discharge completely). I'd recommend putting it on to charge on a charging wire and outlet known to be working.  Leave it on the charger for a good two hours, even if it doesn’t seem to be charging.  

When it has had two hours, try restarting your Charge 5. I would recommend trying this maybe twice in a row if a first try doesn’t work.

As for the return inquiry, please see Return Warranty and Policy. How recently did you get the Charge 5? Please bear in mind that you can request a return authorization within 45 days of your shipment date. 

Hope this helps!

[RiekoC]

Hello @Gine-T 

Sorry to see you're having issues with your new Charge 5. Here is the link to reach Fitbit support (<-- click link)

[Gine-T]

Hello.
I have left my fitbit on charge for more than 2 hours and the screen was
still black.

I have purchased the item in april 2023.
In my understanding , legally if there is an issue with the device i have
12months to return

Is there a direct link for the return quotation ?
The link you sent does not work
Thank you

Régine Myrthil

[RiekoC]

Hello @Gine-T 

Here's the link: https://myhelp.fitbit.com/s/support?language=en_US&co=US 

You can also get to the Fitbit support page by clicking on Help at the top of the Community forum header, then tap on Let's Talk / Get Support tile. 

[Gine-T]

Here is the page i an landing on ...


Régine Myrthil

[Clamar]

Gine-T,

Im on my 3rd Charge 5 because if this issue.  (I purchased one, and have had to return two because of this problem.) my 3rd charge 5 started having this problem today. I do not swim/shower in in, I clean it according to the directions, and I charge it when it gets to 5%. I’m sooo frustrated!

[Gine-T]

This is crazy. And i can't even contact anybody for a return. It keeps landing me on an inexistant page. 

I am requesting a full refund or a new item! 

[RiekoC]

Hello @Gine-T 

I don't know why you aren't getting to the support page. 

Here's the phone # for support (USA): 877-623-4997

I hope you are able to connect with support. 

[Lbjamin]

Don't bother with customer support. I've been waiting 5 weeks for a replacement. Return it to the retailer. The charge 5 is a lemon.

[Lbjamin]

Return it to the retailer. I've been waiting for my promised replacement for ages.