Dead screen Charge 5

[thesmallprint]

Screen is dead. Restarted from usb, still won’t turn on. I don’t see any solutions. 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, thank you for sharing all the information provided about this issue with your Charge 5 and for confirming that you already tried the restart procedure, @thesmallprint.  

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with more instructions. In this case, they will let you know how to proceed. 

See you around. 

[EMABAH333]

I've had the same issue. Happened after three months if buying it. No proper support from Fitbit. Move on and buy different brand 

[DavideFitbit]

@EMABAH333 I'm sorry to see that you had the same inconvenience with your Charge 5. 

I've proceeded to send your information to the Customer Support team and I've been informed that you have a case created with them and they've provided you with more information. I recommend that you continue the communication with them so they can let you know if there are any other options available for you. 

Thanks again for all the information provided. The team continues to work to improve the Fitbit experience and your feedback is a big part of that process. 

[joellennm]

My screen is dead as well. I still have 79% battery charge. I cannot get the scree to com e on at all. Is there a restart button or something I need to push? Please tell me what I need to do. This device isn’t even a year old yet. 

[Nelga]

I am having the exact same problem 

[Aly12345]

I am having the same issue. It was fully charged the day prior to it blacking out without warning. I tried charging and restarting with the USB cable and that did not work. I tried sticking it in rice for days to get out any moisture (even though I have not been swimming or showering with it on);this seemed to work briefly as the fitbit logo would appear for only a few seconds and then go back to a black screen. I bought this only a few months ago and am extremely disappointed in the quality.

[joellennm]

David- can you one add send me information as to how to resolve my black scree issue? 

[DavideFitbit]

Hi, thank you for for confirming that you've been having the same problem with your Charge 5, @joellennm @Nelga @Aly12345. 

If you haven't done so already, please complete a three pulse restart following these steps: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times within 8 seconds, holding each press for about 1 second.
3. Wait 10 seconds or until the Fitbit logo appears.
4. If the device doesn’t restart, wait 15 seconds to try again.

If you're still having the same issue, please try these additional steps that have been useful for other users:  

1. Follow these steps in case you're having trouble to charge your device. 
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, tap on your profile picture > Charge 5 > Tap to see if a firmware banner appears. 
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

Hope this helps, I'll be around.