Device won't charge Charge 5

[Susiefit1]

My three-month-old Charge 5 has suddenly stopped accepting any charge. The charging cable is fine and connects as normal, and the display shows the battery level as 1% and apparently charging, but it sticks at 1% and the device powers-off after a few seconds. If I leave it on the charger I can re-start the device by double-tap on the screen, but it still just shows 1%. I can keep it powered-on by scrolling through the on-screen functions, and I can even re-sync with my phone as long as the screen is alive, but if I let the display time out the device just powers-off again. So it seems the device will run direct off the power from the charging cable but the battery won't accept any charge.

Any suggestions?

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome back to the Community forums. @Susiefit1. 

Thank you for the information provided regarding the issue with your Charge 5.

If this is related to the battery that is not charging properly, please make sure that you've followed the steps provided in this article. 

If the device is charging, but the screen is completely black, make sure that you've also completed the restart procedure described here using the charging cable and try changing the clock face option as well.  

[Susiefit1]

Thanks for your response Davide. I had already found the article you referred to and tried all those steps to no avail. I'd tried several other things as well (but not changing the clock face).

For a couple of days I did think I'd solved the problem. With the charging cable connected I restarted the device and scrolled to Settings>Device Info>Clear User Data, effectively a 'factory reset'. I deleted the device from the app on my phone and followed the procedure to set up a 'new' device. It then charged normally, apparently to over 90%, and seemed to have been 'fixed'. However the battery ran down much faster than normal and the device powered-off within about 36 hours, and I am now back in the position described in my original post.

Any other suggestions, please?

[DavideFitbit]

@Susiefit1 Thank you for you for sharing all of these updates and for confirming that you already tried a few troubleshooting steps. 

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

Have a good day.