Fitbit Charge 5 band keeps falling off

[Ninetyminutekin]

My lower band of the Fitbit Charge 5 keeps falling off.

I have tried using multiple bands (the two that came with the watch and the sports band I purchased directly from Fitbit) and the top band always stays on and the bottom one can be pulled off after it is inserted and clicks into place.

Is my watch defective?

Moderator Edit: Clarified subject

[Odyssey13]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
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IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[Budman850]

I have been in touch with customer support about this same issue. Have tried both the large and small band that came with the product and both of the lower bands easily separate. At this point they are unwilling to send a new device. I believe this is a simple problem with the spring mechanism or size of the opening on the lower part of the device. I am no longer using my charge 5 as it easily falls off my wrist.

[tompabes]

This is just unbelievable...

[prrite]

My wife had a Charge 4 and the band did the same thing.  I since upgraded from the Luxe to the Charge 5 on 10/20.   Saturday evening the latch part of the band decided to separate from the clock face.   I couldn't get it to reconnect worth a hoot until this morning and it seems to be holding up.   I have ordered another band from a 3rd party because I know FITBIT won't help.   They have some serious design flaws with their bands and it doesn't matter if you have your fitbit for a day, week, month or year, they are difficult to respond/reply and or help.  If i hadn't had a fitbit since May of 2012 and enjoy the data fitbit provides, i'd one finger salute 'em and move on.   such as it is.  just order another band and keep a back up in case that one breaks as well.  Good Luck.  Don't expect Fitbit to help you at all.  imho.

[Ninetyminutekin]

So - just an update from my end. I purchased a new Fitbit Charge 5 and
used the exact same bands with no issues. There is definitely a defect
with my old one, so I am returning that one. There was definitely an issue
with the watch not latching the band correctly.

[Budman850]

Update: still no resolution. Fitbit support says they have reached out to 'their team.' I initially sent an email on this issue two weeks ago.  The only offer provided was a new band, even after I provided photos and video of both the small and large bands easily detaching. Originally received the device October 1, less than three weeks prior.

[DavideFitbit]

Hi,  and welcome to the new users in the Community, @Ninetyminutekin @Budman850 @prrite @tompabes. 

Thank you for all the information provided about the inconvenience that you've been experiencing with your Charge 5. 

Keep in mind that since this is a new product, the Support team will often need to verify some information with a higher level of Support, so it may take a bit longer than usual to receive a response from them or a resolution for the case, but since this is a hardware related problem, I do recommend that you continue the assistance process with them so they can let you know how to proceed. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a good day. 

[kabella66]

I have the same issue.  Its definitely the clip on the watch itself and not the actual band.   Very frustrating. If I lose this thing because the clip doesn't hold up I'm not going be happy.  I've had it less than a month.   

[DavideFitbit]

Hi, thank you for sharing all your feedback and that you've been experiencing this same inconvenience with your Charge 5, @kabella66.  

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

If you're still having trouble, make sure to get in touch with them again as soon as possible here. 

Have a good day. 

[SunsetRunner]

@Ninetyminutekin    I'm having the same problem any pressure on the lower part of the watch face, putting on my backpack, a sweater, bumping something and the band unclips. I won't be happy if it's lost.

[DavideFitbit]

@SunsetRunner Thank you for sharing your experience with this as well. 

I haven't had this experience while doing the activities you mentioned, but I've seen other users who were having this problem because the band is not properly attached or they don't hear it "click" when they place them. Make sure the latch is securing the band firmly.

If you're still having this problem and you believe this to be a hardware defect, I recommend that you get in touch with the Customer Support team so they can let you know how to proceed.  The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a good day. 

[Lucylu17]

I am having the same issue with my Charge 5 and the band it came with. Well today I lost my watch and I can't find it. I am sure whoever found it took it home with them. I had the watch for 4 months. I am really angry. 

Moderator edit: format

[DavideFitbit]

@Lucylu17 I'm sorry to see that you experienced this problem. Thanks for sharing this information. 

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 details about the options available for you. In this case, they will let you know how to proceed. 

Thanks again for taking the time to share your feedback and comments about this. 

[royparker]

Has anyone tried super glue? I’m serious 

I fixed mine with 2 drops of super glue!

[DavideFitbit]

@royparker Thanks for taking the time to share your experience with this as well! 

[sumct]

I had the same problem.  In the end I gave up and superglued the band to the device.  No problems since!

[Telperion]

MIne came off for the umpteenth time - during a snow event and I never found it.  Just a shame - it worked so well and I enjoyed it over my old one.  Even though I made sure there was an audible click and that it was attached properly, it still kept falling off.  I always found it right away, but not this last time!

[Chill67-]

I thought of it !

[Lucylu17]

My FitBit was about 6 months old when I started having this issue. Customer service said it was no longer under warranty and they offered me a discount on a new watch purchase. I bought a leather replacement band from Amazon that was reasonably priced with metal side clips and have not had a problem since.