Keeps Popping Off My Wrist Charge 5

[jsbes]

Just bought the Charge 5, my first Fitbit.  Have an iWatch but I was stoked to get a band so I could wear regular watches again.  Anyway, this thing will not stay on my wrist!  I just worked out and it popped off 5 times during my workout.  In addition it popped off a few times when I was doing yard work today.  This is super disappointing.  Anyone have any ideas on what’s going on?  I have a big wrist and have the large strap attached. 

thanks in advance 

Moderator edit: subject updated for clarity

[Windys420]

I got an exchange directly from fit bit and I bought through QVC. So I'd give it a shot.

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[DavideFitbit]

Hi, thank you for all your updates about this. 

@rsorganize It's good to know that you haven't experienced this problem with your replacement. That's great news! 

@jadedragon001 @Windys420 Welcome to the Community forums. If you continue to have any problem with the band popping off, even if this is a replacement unit, please get in touch with the Support team so they can let you know what are the options available for you. You can click here to get connected. 

See you around. 

[No1boucherfan]

I'm having the same issue. I'm also using an aftermarket mesh magnetic band. It is fine initially but then after weeks of wear, one side will not stay attached to the Fitbit. I don't even have to be putting any sort of tension on it. It has popped off in my sleep. It's always the same side, too - the side at the top of the watch face. Fitbit could help us out by making more attractive bands. Those silicon bands cause my wrist to break out. I thought perhaps my Fitbit was defective but I agree that the change in the mechanism that attached the band to the watch face is the issue. 

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That's disappointing to hear. It's not like these devices are inexpensive. 

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Exactly. It clicks in, you tug and it seems firmly attached yet for no apparent reason, it will fall off. Is anyone having this issue with the original band or are all issues with aftermarket bands? I really don't want to have to go back to the silicon band. 

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I've tried switching the band. It's always the side that is at the top of the face on my device. 

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Dance, please update us to how the metal bands work after a few months. I have had one that worked for months but now it will not stay on. I'm looking for one that is a bit more stylish than the silicon one that comes with the device. My skin and that silicon don't get along. 

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Where did you get an OEM metallic band? Will you share a link?

[IrieI]

I’ve always bought aftermarket bands on Amazon.com The assortment is extremely varied, and the prices are reasonable.

I exchanged my FTBT for a new one where I purchased it. Luckily the problem started within 30 days of purchase. I haven’t had any problems with the new FTBT so far. 🤞🏾

[SunsetRunner]

You are one of the fortunate ones. Not everyone has been able to get a replacement when clearly the product is flawed. Amazon is a good place for OEM wrist bands for a Charge 5. For those who could not get a replacement Fitbit, the best solution is super glue the band to the watch. My wife glued my OEM stainless steel band to the watch and it hasn't wiggled off not once. Of course, you will have a problem changing the band in the future and will  lose any resale value the watch may have had, but you can feel secure that it won't come off and get lost. 

[debandbatch]

I've always bought metal bands off Amazon or Ebay for previous models and
had no problem however my Charge 5 I have bought 5 different metal bands
all of which came unclipped straight away. I cannot wear silicone because
I suffer from Eczema and psoriasis but Fitbits answer was to remove band
several times and make sure skin was clean and dry 'really". Then they
raised a claim case for me to offer me a fabric replacement band which I
will see what happens not impressed. I almost bought Garmin wish I had now
as I had 4 Charge 3 fitbits screens go which is why I purchased my Charge 5
as all issues had supposedly been sorted. 😔

[Almasonata]

My husband purchased the Charge 5 back in December - he wears his Fitbit daily to track steps and have a watch and the screen on his Charge 2 was cracked (though still working) and he chose to upgrade. He noticed the band was popping off, and started a claim with Fitbit (they asked for pictures and everything) and went about his day. Unfortunately, that very same day, he put the Fitbit back on, thinking it had actually secured and didn’t notice it was not on his wrist until 2 hours later. He spent hours on the phone with Fitbit being assured someone was working on this and would get back to him shortly. He called three times, and was on hold for hours.

We never heard back. Obviously, at that time, he was probably one of the first to have this issue and report it to Fitbit, and I imagine the company didn’t know how to respond or what to do about the issue. Imagine if everyone who bought a Charge 5 lost their device and asked for a replacement! 

I fully expected that they would reply back at some point saying they could not provide a new device but offer some kind of discount. That has not happened either. It’s been four months. He’s now wearing his old Fitbit with the cracked screen and probably will never buy a Fitbit again after the lack of customer service experienced. Or - is there someone who can help us now that this is a widely known issue, and not a one-off experience?

[BondgirlFL]

I lost a Fitbit Charge on the beach the first week I had it. I never found it and had to purchase another one. 😞

[PumaOH24]

I just got my Fitbit Charge 5 today in the mail and barely had it on 5 mins and it fell off in my closet when I reached up to pull a plastic bin down. I didn't notice it had fallen off til 5 mins later when I went to look at the time. The band I have on it is a midnight blue Official bonus band that came with it. Same as everyone else the band clips in fine and you hear a click. After reading the replies in here I tried snapping my band in a few times and tugged on it and it wouldn't pull off. Then I put it on my wrist and twisted it and pushed on it and it never popped off. I even tried moving my wrist like I was lifting something and it didn't pop off.  I even took my watch off again and ran my finger over the bottom to see if it would cause the band locks to pop open. It didn't. In looking at the band on mine, it looks like that if the gap in the band where it attached was smaller there would be less room for locking latch to move and pop open.

I think I'm going to get one of those bands where the fitbit snaps inside of it. I want mine better protected and don't want to lose it again this soon!

[beekeeper3]

Just got my watch Charge 5 a few days ago and several colored  metal mesh bands. They all fall off just like everyone here is complaining about. My fear is the horrid legacy Google's arrogance in support. I will have a jeweler solder the connection to this watch and tell my 900,000 subscribers to avoid the Fitbit and buy something else. After Elon buys out Twitter, please, someone that understands real business buy out Google next. This WOKE **ahem** has to go!

[CK3]

Just happened to me while walking on the trails in my local park.  I didn’t notice it until I got home.  I took a chance and went back to the park to look for it, thinking my chances were slim and none.  I passed a couple walking their dog and as they passed me I turned around and asked them if they had maybe seen a Fitbit on the ground.  Today was my lucky day.  They had picked it up over a mile back.  Saved me a lot of time and money.  I think I’ll crazy glue the band to the hinges…

What a poor design.  That’s the third time it fell off.  I used to hit the heavy bag and speed bag with my Charge 3 and Charge 4 with no problem.  I’m definitely not getting rid of my Charge 4 now.

[SunsetRunner]

Super Glue solved the issue for me. Wristband hasn't disconnected in over a month now. No wiggling or jiggling anymore!

[MacGyver4th]

I am very sorry that happened. Keep in mind that crazy glue will be a
brittle bond. Before I tried a new band, I had great luck with hot glue. It
gums up the release mechanism and made the band rock solid.

I don't know why, but the original infinity band that came with the Charge
5 was the cause of all my issues. After replacing the band with a
hook-and-loop band from Fitbit, it no longer becomes disconnected. I have
been using the new band for months now without a single issue. This is also
WITHOUT any need for adhesive.

[SunsetRunner]

Now that's the best and clearest answer and solution I've heard so far. Eventually my super glue bond may fail and it's good to know I have an alternative. My watch wasn't purchased but was an appliance being used in a UCLA heart study. I called FitBit one time and was cut off as soon as I described my problem. Someone once said the telephone is for communications that never take place. It sure is true today.

[PumaOH24]

I ended up getting one of the bands that the Fitbit Charge 5 snaps into and gives it better protection.

No problems with it popping off anymore. 

[BBrostuen]

Loved my Charge 5! Loved it! Had it less than 2 weeks... Fell of my wrist. Searched and searched using all of Fitbits suggestions. There was only a 15 minute window between loss and discovery of said loss. Contacted Fitbit. Was told neither warranty nor insurance that I'd purchased covered replacement as I could not produce defective product. They offered me 35% off of a new unit. I'm struggling... Did I tell you that I loved it!!! So conflicted... Do I dare?

[Almasonata]

At least you were offered a discount! My husband had already started a claim for the defect when he lost his... we never heard anything from fitbit about being offered a discount. He loves wearing it and tracking his steps - but we are disappointed. If you love it, it seems that others have found solutions to get around the band popping off by getting other bands? Good luck!

[cburtonw]

Don’t do it. Buy a 4 or wait for the 6.

[BBrostuen]

I actually just bought a Garmin Vivoactive 4s a few minutes ago. Can't wait to get it. My husband has a 4. Coincidentally... Right as I was finishing up the purchase, Fitbit emailed me and said "Thank you for understanding" why they could not honor the warranty OR my purchased extended warranty at my loss due to a defective strap. I was happy to be able to respond that after much research had decided to go with another brand. I have had Fitbits for as long as they have existed. I would think constructive criticism from a long time customer would be rewarded and covered as a warranty issue. Or just a good faith issue. It's too bad. I was really thrilled with the unit. But just won't take the chance. Good luck!

[cburtonw]

It’s not the strap. It’s the connection on the Fitbit at the bottom of the screen. All 3rd party straps are also bad due to Fitbit specs.