Four month old Fitbit Charge 5 has died

[ToeM]

I wear the Charge 5 in bed.  Woke up this morning to a dead device.  It won’t turn on.  Battery was 78% before I went to bed.  I put it on charge this morning but charge display did not show.  I can confirm no impact to the device.  Any suggestions?

[DavideFitbit]

Welcome to the Fitbit Community forums, @ToeM. 

Thank you for sharing this information about this problem that you're experiencing with your Charge 5. 

If you haven't done so already, please make sure that you've tried the restart procedure (using the charging cable) and follow the recommendations listed here as well in case the problem is related to the battery. Let me know if you continue to have the same problem afterwards. 

I'll be around. 

[ToeM]

Hi David,

Many thanks for the response.

Yes, I did the restart procedure but the device is still the same.

I charged it fully this morning and left it on my desk and it fully
discharged within two hours.

Regards,

Tony

Tony Mason

[JTad]

I’m experiencing this same - battery @80+% but my charge5 completely off.

Despite resets even factory reset not helped 

Regards

Joanna

[Nghockke]

I tried reset. Worked for a day. Died again last night. 

[Nghockke]

I tried. Restarted at least 4 times. Died after 1 hr or less. 

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The Charge 5 quality is disappointing. How do I get it repaired or replaced, in Singapore? I bought mine in Nov 21. 

[ToeM]

I am in exactly the same position. I bought mine end of November 2021 but,
as I am in working in the Falkland Islands, only picked it up from the UK
early January this year. I've been using it only two months. 2020 I
bought a Letscom fitness tracker for £23 and I had no issues with it
whatsoever so am going back to using that. I won't be buying another
Fitbit again.

Tony Mason

[Nghockke]

I have been Fitbit user since Charge 1 in 2015. Then changed to Charge 2 in 2017, Charge 4 in 2020. The durability of Fitbit has been going downhill. What went wrong?

[DavideFitbit]

Hi, thank you for your replies and welcome to the new users in the Community, @ToeM @Nghockke @JTad. 

I appreciate the updates that you've shared and for confirming that you already tried the troubleshooting steps mentioned earlier. In addition to those steps, I could also recommend trying to change the clock face option if the device is still syncing. 

If you continue to have the same problem, I do recommend that you get in touch with the Customer Support team so they can provide you with further assistance. They have specialized tools and will 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.

See you around. 

[Sigmet007]

Ironic, I purchased a Charge 5 off Amazon in November 2021. I woke up to a dead battery yesterday, put it on charger and eventually it came to life. Only problem was the screen was much brighter than normal, I confirmed it was set to dim or low, wouldn’t sync or at least it would only sync randomly. Since date of purchase its been sporadic with syncing, usually took two, sometimes three tries, minor annoyance. Battery went dead again overnight, I’m now trying the restart method for unresponsive devises, as mine is now there… the black screen of death!

I’m not optimistic… 

[ToeM]

I did in fact contact Customer Support and am waiting for them to email me
the return label so they can repair/replace the device. i would have
preferred a refund but lesson learned - after this I won't be buying
another Fitbit. Thanks again to all who responded in one way or another.

Tony Mason

[Sigmet007]

Thanks for the update ToeM, the reset did nothing. I get a pulse after the ten seconds, no logo, nothing but the black screen of death. It’s dead! Next step is customer support.

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Customer service proved me wrong, it was a 10 - 15 minute phone call. Some simple over the phone steps to test the charging cable and verify there was a problem with my FitBit. Received an email while still on the line with customer service with a link to initiate the replacement process, new FitBit is on the way.

Can’t ask or expect anything more, no complaints about the service… They stood behind there product. 

[Kalexa]

I had the same issue and the same experience.  New Fitbit on the way- hoping the new one lasts more than 6 weeks!  Customer service was very helpful and I appreciated not having to battle to get a replacement. 

[EArHog]

Thank You!   I needed to use the charging cable method.  It worked.  So yay, ... as they say.

[Nghockke]

I had an online chat with Ms Christine last week. She acknowledged there was a firmware issue and supposedly a new ver would be available soon. 

Coincidentally the charging issue seemed to disappear this week. Now my charge 5 is back to normal. 

[DavideFitbit]

@ToeM @Sigmet007 @Kalexa @Nghockke Thank you for sharing all these updates. It's good to know that you've received further assistance from the Customer Support team. 

@EArHog That's great news! Thank you for sharing that you're device started working again after the restart. 

See you around. 

[Nghockke]

It died again. And that’s it. Bye Fitbit. 

[DavideFitbit]

@Nghockke Thank you for sharing this update. 

I'm sorry to see that you're still having this problem with the device not responding. Since you already tried all basic troubleshooting steps, and if you haven't done so already, please make sure to get in touch with the Customer Support team so they can let you know about your options. Click here to get connected. 

Please know that all your comments and feedback are greatly appreciated.

See you around. 

[Javi_adres]

I bought one 2 years ago and it lasted me under a year before it just wouldn’t charge or sync. I received a replacement last fall as it was still under warranty. The replacement died on me earlier this year same problem. Since it was out of warranty they only offered me a 30% discount on a new one but it only last 30 days and now I’m out of luck.

[DavideFitbit]

Hi, thanks for all the feedback that you've shared about your Charge 5, @Javi_adres. 

I'm  sorry to see that you've experienced this issue. It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase. 

Thank you for taking the time to share your feedback; comments from users are always useful to continue improving the quality of products and services.