Device screen display unstable, goes black, runs dead and doesn't stay charged

[TinaLeo]

I've noticed the screen display for my Charge 5 flickering mere months after receiving it. After leaving it down for a few days, it would resume but at a lower resolution. After a few days using, the screen display appeared scrambled and I've had to leave it down again for a few days without charge. After recharging, it would come back on but the colours would appear dimmer. Now, it has gone completely blank and dead because when I placed it on the charger, it's at 1%. Need to know if this can be fixed or would I need a new device?

[DavideFitbit]

Welcome to the Community forums, @TinaLeo. 

Thank you for sharing that you've having this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

If you haven't done so already, please make sure to complete the 3 pulse restart procedure. If you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please 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 > Tile 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. 

Let me know if you continue to have the same inconvenience afterwards. 

I'll be around. 

[TinaLeo]

Thank you for your response and guidance. However, I did try all the steps mentioned to get the device working, prior to my post. I did get it to work intermittently for a few months when I had changed the clock face but it was dimmer. Eventually it scrambled and went blank and I decided to leave it for a few days. After that it came back on and worked in the same dim colours. This is the first time it has gone blank for so long, which is why I posted my problem here.

As of yesterday, I noticed that it isn't keeping the charge - when it's at 100% on the charger and I removed it, it went blank. When I placed it back to charge, it showed 1%. So I could assume at this stage, it's not going to work any more.

[DavideFitbit]

@TinaLeo Thank you for confirming that you already tried all the steps suggested and that you continue to experience the same problem with the display. 

I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon.

Thanks again for sharing your experience and feedback about this.