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

[MacGyver4th]

That is the worst. I am so sorry that happened.

[b0bafe11]

Thank you, oh well we live and learn!

Not to buy Fitbit that is

[blackfin]

…sorry for your inconvenience. 🙄 Terrible. Watch: the Charge 5.1 will have this problem fixed, and all we’ll need to do is buy that one instead. Simple!

Sent from my iPhone

[rsorganize]

Received my new wristband, yesterday.  Popped off 3X within 6 hours!  Not good (understatement!).  2 out of 3 times, it popped off putting on/taking off long sleeve shirt.  Third time, just popped off.  I'm sure it's not surprising, to most of you on this thread, that replacing the band is not the solution?!!  Maybe, I'll try for a replacement?  This is all rather unbelievable...

[blackfin]

I looked at my Charge 5 today, around noon, and it jumped off my wrist. Only my long sleeves saved it from falling to the ground. I must have made it uncomfortable somehow. Not my intent. I’m going to try avoiding eye contact with the dial. It has a very strong flight response, apparently. [Taps phone screen] Is this thing on? Yo, Fitbit? Fix our bands, Fitbit. Or give us back our $$$. You know this product sucks.

Sent from my iPhone

[rsorganize]

Just spoke with Fitbit customer support, again.  I'm told I will receive a new device soon.  Surprised - but, it was still under warranty and I bought it directly from Fitbit.  They said I needed to return the defective one (with a prepaid label), before receiving a new one. So, I could be without a device for as long as 2 weeks!  I objected, also pointing out that I have dealt with a number of retailers who send a replacement product before they receive the defective one. I noted how I use/need the device to monitor heart-related matters.  Hopefully, I'll know, by tomorrow, whether they will send it out right away.

While reviewing the problem with the customer service rep, it became clear that it was one of the receptors (right word?) that was the problem.  Not sure if all of you already knew that (in which case, I'll be somewhat embarrassed!)?  I kept trying to put the longer strap that was popping out back into the same opening - and, kept getting the same result.  When I switched the strap pieces, the longer strap stayed in place, while the shorter piece was now popping out.  Silly me.  Maybe this will be helpful to some of you?  If so, I'll feel a bit less silly!

[SunsetRunner]

Started having the same problem after wearing my Fitbit Charge 5 for about 4 months. The wristband would detach and I would lose the Fitbit. Mine fell off when I would reach my hand into a small drawer. I noticed that with a little wiggle the band would detach. It was not locking firmly in place even though you could hear a click. 

There is a gap at the connection which allows you to move the rubber locking mechanism to remove the band. I figured there is not enough pressure on the band to keep it locked in place so I placed a small piece of tangerine stem (a piece of a round toothpick would probably work as well) into the gap so that it fits nice and tight. Now the band is firmly locked in place and will not detach. The fix works. The piece of stem is easily removed with a safety pin whenever you want to detach the band.

I agree that bad engineering is the reason for this flaw. My homespun remedy works but I would hope Fitbit will recognize they have a serious design problem and fix it.

[rsorganize]

I agree that it could well be an engineering/design flaw.  But, based on my discovery/realization that, on my device, it appears to be a problem on just one of the receptacle-locking mechanisms - could it be a manufacturing problem, instead?  Are folks re-attaching the strap piece into the same opening; or, have you all tried to switch to the other one?  If so, is the problem in both openings or just the one?  Would the latter m ake it more of a manufacturing problem?  In either case, Fitbit needs to replace the device or refund the amount paid.

[SunsetRunner]

Great response and good thinking. I will go back and fiddle with mine to see if what you say is the real situation. As far as the wristband goes there is no visble difference between either locking end. If it’s a manufacturing problem then it should have been discovered through quality control. After placing my tiny tangerine stem shims in the gaps between the band and the release clip there is no wiggle movement at all., which makes me think a tighter fitting click and lock mechanism would solve the problem. The current band locking clip system will not lock tight. My advice to everyone is get some tooth picks and shim your Fitbit.

[SunsetRunner]

There does not appear to be any difference in the architecture of the locking mechanisms at each end of the watch and the band. The key is the pressure clip used to release the band and to hold it in place. When the clip does not get enough pressure the band will release. You can try applying finger pressure on the clip toward the watch after inserting the band. If the band slips out then there is not enough pressure from the clip. Apparently this clip loses pressure when moving your wrist around or knocking your wrist and watch against a static surface. A stronger locking system is what is needed. The best way I found to apply constant increased pressure is to place a shaman the gap between the clip and the band. This will insure that the clip will not release unless of course you lose the shim.

------------

Not a "shaman"  a 'S-H-I-M"!!!!!

Moderator edit: word choice 

[DCamm]

Can you send me the link for the good band if you can? Thank you!

[SunsetRunner]

I was using an aftermarket stainless steel band and put back on the original black silicone band that came with the watch. The metal band does not fit as snugly as the silicone one. I suppose this means it is best to purchase a replacement band from Fitbit. Makes better sense but costs more money.


Sent from my Verizon Motorola Droid

[Zicinparis]

Sharing my experience too 🙂

@SunsetRunner @DCamm I have been buying and using several aftermarket straps (from Malaysian Lazada and Shopee), some silicone, some with plastic adaptator bits and others with metallic adaptator bits.

In short, after 2 months:

- the silicone one are working exactly as good as my original band (important note: I never had random disconnection issue yet). No gap, good pressure in the lock applied, firm fastening.

- the plastic adaptor bits strap are inserting tight in the lock of the watch too. Working fine, no gap, good pressure in the lock after the click, firm fastening.

- Finally the metallic adaptator bits. They engage in the lock with some gap (I have tried 3 suppliers, only 1 design was locking tighter) but it doesn't bring any reliability issue for me in term of locking. To me the problem is that it is less neat in term of design but that's it.

All of this doesn't bring much to the original locking issue but I thought it was worth to share. 

I do agree though that having a tighter locking (without gap) sure give less chance for the lock to disengage.

Good luck in your troubleshooting !

[Earwicker]

I lost mine today. I had it for a month. The design is clearly defective given all the posts above. 

[Wibby]

Hello @Earwicker 

I'm so sorry to hear about your Charge 5!  Do you know roughly where you might have lost it?  This is a long shot, but if you have an iPhone there's an App called Find My Fitbit that might help.  I used it in the past to find my old Fitbit One that I'd dropped. It seems to have quite a lot of good reviews.

To everybody else, I feel so sorry for you reading about all the workarounds you're having to do to keep your straps on.  I've been very lucky with mine, but it does seem like a luck thing whether it works well or not.

[Danze]

Yep the band is bad! The expensive optional fabric ons are even worse, the velcro kind of stopped sticking after just 1 week and the charge 5 kept falling off my wrist, completely useless and a waste of money and had to be ordered online! I bought some cheap 3rd part metal bands (magnetic and another type) from Amazon last month, so much better than the official ones! Fitbit really needs to do better for their customers! 🙄

[SunsetRunner]

Just a bit more here to add. The reason I replaced the silicone band was that I developed a rash due to the latex (to which I am allergic) composition of the band. I have since gone back to OEM stainless steel magnetic band with the hope I will at least know when it falls off. Kind of astonishing to know how many of us have the same issues. Kind of a big deal don't you think? Should be some sort of recall!!!!!

[cburtonw]

I bought my Charge 5 off of Amazon and was able to return it for a replacement.  The second one does the same thing, but replacement isn't option on Amazon now - I am guessing it's defect they know about and don't want to eat the cost of all of the replacements.  You can't pull the band off, but any pressure and the latch pops open.  Both have been the latch at the bottom of the screen.  Now I am stuck with a Fitbit that can't be used.  Great customer service (sarcasm) from a customer that has bought a Charge 2, 3, 4, and 5.

[Obeisance]

My charge 5 wrist strap also comes off too often, and I'm disappointed by the product. I guess this is probably part of why it has such a steep discount in price so soon after launch.

It feels as if they did not properly test the latch design. I do not think that replacing components will remedy this - a latch redesign is needed. In the meantime, I pretty much expect it to fall of my wrist and be lost for good.

I made a short youtube video demonstrating the latch coming apart (not on my wrist, but the problem happens there too).

https://youtu.be/TEdDviRJdyQ

Does anyone know if the OE latch mechanism can be removed without damaging the product? Maybe we can make a community replacement with a traditional watch strap spring pin.

 

Edit: Well, while chatting with customer support I pulled the joint apart a few times to get photos. Now the joint is too loose to actually wear the tracker. I was able to replicate the loose joint with both halves of the infinity band on one side of the tracker, despite the device having an undamaged appearance to my eyes. This seems to indicate that the tracker clasp hardware has a fault. Since I cannot wear the device, I put it back into its box. I guess that solves my concern about losing the device. I couldn't figure out how to shut it off, though. Can anyone tell me if there is a trick to get it to power down? Customer support promised an email response at a later date to help me resolve this, so I guess I'll report back if that happens.

[Obeisance]

As a follow-up, I've been thinking about what could cause the disconnection of the band. I played around with the clasp mechanism and i find it has too much motion perpendicular to the sharp edged catch. I believe it's only supposed to move on it's rotational axis. Because it can move on a translational axis, it can release the band. Maybe the hole clearance around the rotation pin is too large.

I made another video showing this motion:

https://youtu.be/lL_JEEGGSbU