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

[Wisteria414]

So the issue Im having is my fitbit charge 5 isn't staying on. I can charge it just fine and it says it's at 100%when fully charged. However, the screen goes dark amd turns off apparently when I disconnect the charger. The phone wont sync unless it is connected. 

I've tried restarting the watch while it's connected to the charger. I've tried to change the clock's face because I saw that as a possibke solution. The watch isn't even a year old. It has barely been 6 months since I got it. It hasn't gotten wet or anything. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Wisteria414. Welcome to 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 won't work unless it's connected to the charging cable. I understand your concern, I will do my best to help you with this!

Have you tried cleaning the contacts on your Charge 5? 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 haven't done so yet, please see Why isn't my Fitbit device's battery charging?

[Wisteria414]

Yes, one of the first things I tried was cleaning the connectors with a q-tip. The battery isn't showing that it's dead or not charging. When it's connected and on, it shows 100% battery life on both the app and the watch even after syncing it. 

[MarreFitbit]

@Wisteria414 Since all the steps you tried didn't work, you have a Charge 5 and report it's not charging 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. 

[Wisteria414]

I did send a report via the link.