Charge 5 won't work unless it's connected to the charging cable

[racheyp67]

Charge 5 went wrong earlier this week, black screen, followed certain instructions and now switches on but isn’t syncing when away from charge. If not on charge battery drains quickly as trying to sync

Fitbit switches from logo to battery charge/clock 

I have removed device from phone and re paired

pressed the reset button several times

changed clock face 

changed charging ports

not sure what else to do! 

can anyone help please

Moderator Edit: Clarified subject

[FitBritt201722]

Mine is randomly doing the same - won’t record the steps I’ve taken. Won’t hold a charge / drains quickly. I’ve reset it twice and paired with my phone again. No luck - must be some bug they’ll have to fix 😞

[MarreFitbit]

Hi there, @racheyp67. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not working properly. I understand your concern, I will do my best to help you with this!

Please note that there are some issues that affect this, being which power source is used and how clean the contacts are and how well the charger is seated. If you are charging your Charge 5 on the wall socket, try using another CE certified USB adapter for low energy devices.

With that being said, please confirm whether you've tried all troubleshooting steps provided in this help article Why isn't my Fitbit device's battery charging?

@FitBritt201722 Thanks for stopping by in the Fitbit Community Forums and for already trying to solve the issue with your Charge 5. I'm sorry to hear that none of the steps you tried didn't fix your Fitbit device. 

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. Thanks in advance! 

[racheyp67]

Hi, yes I’ve restarted my device, checked it’s clean and tried different charging ports as soon as I put it on my wrist it either goes off or has the fitbit logo

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Yes I’ve tried everything 

what is my next step, please,  it’s continually looking to sync when not on charge and starting to drain phone battery as constantly looking 

[MarreFitbit]

@racheyp67 Thanks for confirming that you've tried all the tips and recommendations provided. 

Since all the steps you tried didn't work, you have a Versa 4 and report it's not working properly, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it. 

[Rachelkoz]

I'm having the same issue. Screen goes black. Device doesn't work. Place it on charger and it fires back up then when I put it back on my wrist it powers down again. Been happening for months now but is the worst it has been now. Will prob just buy a new one but this one only lasted 1.5 years if that. 

[Nanna2025]

Mine is doing exactly the same- started about a month ago & was only doing occasionally, but now turning itself off several times a day - driving me crazy! Contacted support last Saturday & changed clock face, which helped for about 12 hours, then no support available when it did it again- I can't see anyone who has managed to actually fix the problem, which seems widespread- I have tried all the supposed fixes, but nothing has helped. If anyone actually knows something that will work, please let me know! 

[racheyp67]

@MarreFitbit thank you, I have completed the info on the form

Rachel

Sent from my iPhone