Fitbit suddenly stopped working and does not respond to reset button

[susie555]

My fitbit suddenly stopped working at 10.00 am today (1 September 2023).  I have tried everything to restart it, including a thorough cleaning of the contacts, pressing the reset button on the charger, a number of times, and looking for advice on line and within the fitbit app/on-line.  The fitbit is not very old (approx 18 months) and has worked OK (except when the GPS stopped working for no apparent reason a few weeks ago, which I fixed by having it permanently switched on (which for the previous year I hadn't needed to do)).  I tried to contact you by Chat, but this didn't work.  The call number looks like a US number, and to direct message you I apparently have to join Twitter - why? I haven't swapped to Google yet, but I am not sure why this would affect my watch.  I really would be grateful for some further advice (that works).  I saw a suggestion for 'return to factory settings' via the app, but I have searched everywhere and I cannot find this as an option in the app on my phone (Pixel 6), and also I am not sure if I will lose data by doing this.  When I was cleaning the sensors a green light came on momentarily, a couple of times which makes me think that there is life in the watch.  I would be grateful for any suggestions on how to make my Charge 5 work again.

[Jla79]

When the FitBit app updated 2 days ago, problems started happening.  The "connect to wallet" problem that was fixed last year is back again. The Charge 5 battery now drains within minutes. Furthermore, like Susie555 above, you can't reset it using the reboot button in the USB charger.  In addition, the Charge 5 screen is stuck and is not responding to any swipes.  Thus, you can't get to the Settings screen to manually restart the device.

I've taken it out of the Bluetooth pairings and put it back on again. Nothing works.

What now? Step on it and smash it with my foot? 

[Marco2971]

Mine stoppen afmetingen a walk in the Rain only have the fitbit logo on my screen now

[mghtymth27]

Same thing happened to mine was well. I just got off the phone with customer service and was told it’s out of warranty so here’s a 35% off coupon. It’s the firmware FitBit pushed out that is ruining our devices but because mine is out of warranty there is nothing they can do. They couldn’t even find a supervisor for me to talk to, said they will email me instead. 
time for me to start looking at other devices. 

[Jane2022]

Exactly the same time as you. It has gone black. I’ve tried resetting to no avail. It is syncing ok, but no screen. Has vibrated a few times as I’m pushing the button. It is 70% battery 

[sanjarack · Accepted solution]

Hi Susie, same here! During the night a "x" sign showed on the screeen. The device was fully charged yesterday.

I'm sceptic that this "x" is a good sign. 

 

[Staffanj11]

My Charge 5 started with occasionally not responding to taps and stopped responding at all a week ago and is black since. I can charge it. It still recording my steps, my heartbeat and my sleep and syncs with the app.
I can't restart it with the charging cable.

[Jane2022]

Mine is fully charged. Is recording some stuff on my iPad and phone. Black screen. This morning I got a green light at the back for a couple of hours. This is a mystery. How long have you all had yours.

[nelattorney]

Same thing happened to me with my Charge 5.  Now all I get is the Fitbit logo. Spoke to Fitbit customer service and they denied warranty, even though it was within the first year. I was told the even though I bought it from Amazon on Amazon's site and paid for it through my Amazon account that it technically it wasn't actually sold by a qualified reseller, like Amazon. Totally crap. This is the second Fitbit I have owned within the past two years that has failed. Clearly, poor workmanship. 

[mghtymth27]

I bought mine on May 8th 2022, just a little over a year. 

my screen is now white. It did record some stuff but it’s stopped again. Now just this bright white screen. 

[Limbrix]

Mine has done exactly the same. It won’t charge, it won’t reboot. The app froze and then it went kaput. Mine is about 18 months old too so no doubt it’s out of warranty. And having had problems before I know it takes hours to go through their customer services team for very little support. 🤷🏼‍:female_sign:

I may have been a bit harsh - just spent 30 minutes on their chat line and they’re going to replace my Charge 5. They asked some very specific questions so I think it’s down to whether it’s related to the firmware update or not. 

[Jane2022]

Took 10 minutes on chat. Now to fill in the claim form

Sent from Outlook for iOS<>

[Jane2022]

Went on chat. Had to do a couple of things, reboot, change clock face to no avail. They have sent me claim form

Sent from Outlook for iOS<>

[Jane2022]

I had the same problem. Went on to Fitbit chat they asked me to reboot,then change clock face, which I could do via the app. This didn’t work, so they’ve sent me a claim form via email. All good so far

[Jane2022]

Go on chat. Got mine all sorted in less than 10 minutes 

[stephenbuter]

Same problem… offered me a 35% discount on a new one. It’s only 14 months old. The amount of people here reporting the same problems is substantial. Fitbit needs to deal with this. 

[Jane2022]

I was offered the same watch or 50% off any other. I’m getting the same watch.

Sent from Outlook for iOS<>

[hrbpk]

Same problem here. Did all the recommended steps to reset which didn't help at all. I gave up and bought an Apple watch. Fitbit needs to do more  testing of new versions before actually putting out an update.

[stephenbuter]

50% how did you get that???

Sent from my iPhone

[stephenbuter]

How old wa yours?

Jane how on earth did you get 50% off. I spoke to them online and on call and 35% is best they will do for me. I told them that is bs since it’s barely a month past warranty!