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

[newbandscks]

this is my 3rd Charge 5 -- not only have you stopped tracking stairs -- the new wrist band connection is much worse than previous -- it IS defective -- only one of my 3rd party straps works with my new fitbit -- it works BETTER than the strap that came with my new charge 5 which fell off the very first time I wore the watch -- I was taking out the trash and it fell off rolling the cans to the curb (5 minutes after putting it on) -- the new band connection is terrible -- it sounds like a lot of people have the same problem -- don't patronize people about how to "wiggle it into place" or other nonsense. I have not had this much trouble in the past.  I use fitbit because I have friends that use it -- honestly, I may just switch to something else -- I've thrown a lot of money at fitbit over the years (multiple trackers for self and for family). Has customer service gotten worse? Or am I just a slow learner?

[Almasonata]

In January of 2021, Google purchased FitBit. The Charge 5 was released in August 2021 - and then the problems began. Coincidence? Maybe. No resolution for my husband. We just bought a second hand Charge 2 for him to replace his old broken Charge 2, and the Charge 5 that disappeared off his wrist one day while working, shortly after purchasing the new watch. Made many phone calls, started an issue claim because of the band issue before it went missing but then with no Fitbit to return … there was no help, no new band, and no discount to purchase a new Fitbit after paying full price for a device he had for about five days. I feel Fitbit customer service was better before the takeover, but I’m not sure if it’s that or this issue was so widely spread they had not figured out how to manage the faulty connection. They ought to have been recalled due to nothing fixing the problem. Or some sort of acknowledgment to ALL purchasers of the device there was a known issue. Because there was, and if they didn’t know about an issue, they were aware shortly after the Charge 5’s release when hundreds (if not thousands) of customers called with a connection problem. 

[Radiocat]

Wow. I didn’t know Fitbit had been purchased by Google. I think this is going to be my last FitBit. I was pretty disappointed that they took the steps feature away, and this band design is problematic. I’ve had not response from customer service either. I think I’m going to call it a day on this company. I’ll get and Apple Watch next time. 

[Almasonata]

Totally understandable. I got an email when the acquisition happened - Google saying they would keep things the same, yadda yadda. Knew things would change but did not expect a faulty product and poor/no customer service regarding the issue. We are happy to purchase used condition items from private parties for now (last one found on Poshmark), but we will not be giving any more money to Fitbit directly. It’s unfortunate because I’ve really enjoyed my device and how small it is. I’ll have to search around for a suitable replacement at some point! (Probably apple) lol. 

[Radiocat]

Yes, I liked mine too. Ah well. Nothing is permanent 🙃

[CDS3]

I don't know why people are saying they stopped tracking steps. My husband and I both have the Charge 5 and still get step tracking. My fitbit has never fallen off, but his fell off several times. It has been a few weeks now since the last time it fell off.

[Radiocat]

I meant to say stairs, not steps. It’s a pretty basic requirement of a watch not to fall off your wrist! Ever! 

[rego22]

Hi,

The official suggestions here did not help me and the Charge 5 popping off my wrist continued.

In end I came to the conclusion that the "fingernail hook" being too high is the problem.

I created a small 3D printed piece that keeps the latch open to allow using a needle file to file off the fingernail hook (or file off 2/3 of the hook) 

https://www.printables.com/model/254796-fix-for-fitbit-charge-5-tracker-falling-off

I have now used the Charge 5 more than 2 months after this mod and I have had zero incidents with the tracker falling off unintended. Before that it would happen often. I could also repro the problem 100% by reaching and scratching my back with the hand housing the Charge 5... that would cause the tracker to fall off 100% of time. Same motion now - all is good and tracker stays on wrist 🙂

This mod does alter the tracker physically - so do consider that it might affect the validity of warranty (even though in my view this is a product flaw to begin with that the company refuses to accept it seems). 

I do have to say that it is very disappointing that a tracker that has been on market since end of 2021 is still being sold with same issues while there are clearly many people suffering with this and also reporting this issue.

[rsorganize]

FWIW:  6+ months ago, Fitbit sent me a new wrist band.  Not fallen off once.  I'll keep my fingers crossed; but, for those of you who haven't done so, I would encourage you to have Fitbit replace the band.  (I bought mine, directly from Fitbit, as soon as it was released.)

[rego22]

Before doing the mod I did buy the "sports band" from Fitbit store directly. Both the original silicone one as well as the new sports band suffered from same problem equally much for me. Might be down to individual trackers or maybe the shape of the wrist, but it does seem that for some people replacing the band just does not do it.

[JerFly]

I just got a replacement FitBit Charge 5 and now I have this problem. The straps (big and small) both click into and fit the old (broken) FitBit perfectly fine but neither of them will click into the new one properly. It keeps falling off my wrist. 

[bdugan]

The Fitbit Charge is the worst tracking device ever.  I've had 6 of them since 2017 and they never last more than 6 months. They are impossible to read if you are outside and the bands never stay on the device.  The Charge 5 is the worst one yet. It's such a horrible design it's amazing that it ever made it to market.  The band constantly pops off the device and there is no way to lock it.  Fitbit Customer Service is a joke - not helpful at all. They always ask you to send a video of the problem which is ridiculous.  I'm glad that there are products out there that are superior.  

[Radiocat]

Agreed. This will be my last Fitbit. They honestly don’t give a **ahem**. I haven’t had one Fitbit customer service response.

What other devices have you had success with? 

[IrieI]

I haven’t had problems of that magnitude with previous Fitbit products. My Charge2 lasted for nearly 3 years within a problem. I replaced it for additional features on the Charge3. My Charge3 was replaced free of charge after more than a year of use. Before my latest device, customer service was excellent.

The band problem with the Charge5 is bad. I don’t think I’ll buy another fitness tracker. The Fitbit was the best of the trackers that I tested. I was wish it didn’t constantly fall off.

IrieI

[JCammy]

I've had my Charge 5 for a month. Today I was just walking from my car and the strap detached from the watch. It fell from my wrist and the screen smashed on the ground. Told Fitbit support and the best they could do was offer me a 35% off code to buy a new one. 

I'm not pumping more money into this! What if the same thing happens again? It's surely a defect of the watch why it came off my wrist in the first place. (my ancient Casio never had this problem). I've had a look at the strap and one side just won't stay connected to the watch. It looks fine though. 

[JerFly]

I had the same problem. I bought a 3rd party strap which works like the straps on the Xiaomi Band 6. Fitbit should make straps like that which are a lot more robust. Fitbit quality control for the Charge 5 needs a lot of improvement.

[Fritz7]

No one from Google/Fitbit cares about this. Doubt they are even reading. 7 pages of unhappy customers! I am done with them and y'all should be too. Garmin is a much better choice as is Amazon Halo.

Goodbye Fitbit. Also will be the last time I buy a Pixel. Back to Samsung!

[sassiekassie55]

This is my 4th fitness tracker and 3rd Fitbit brand. (Charge5). A fitness tracker face should be no bigger than the Charge 5, allow for changing bands to include feminine bling options without fear of losing or getting wet and without being bigger than my wrist. Alta HR was the best. Love the tight connection and versatile selection of bands including bling and stainless options. Not as pleased with Charge 5 since won’t notify me of incoming phone calls (I don’t need to know when I’m on a call 15x) and no reminders to move as well as text or other notifications. Pricey fitness tracker to not work as it once did and afraid I will lose it. 
I do like the watch face options and glad to see another added recently. 

[sassiekassie55]

Thank you for the tip!! I’ve switched so the buckle piece is attached to the top like suggested. We’ll see how this works.
Still not receiving phone call notifications as phone is ringing, but rather receive 7 notifications that I’m on a call. I’m also not receiving other notifications I’ve requested to receive on my Charge 5 (text, calendar, email, and weather). 

[MzMcLean]

I am also having this problem, this weekend it led to losing my Fitbit for a few days (was in the bottom of luggage, apparently it came off as I was shoving in the last night's wardrobe). A few weeks ago it was thankfully NOT run over in my apartment parking lot as it must have come off when I was pulling bags out of the backseat (I have had it pop off numerous times when bags tug it). 

As another posted mentioned, it is always the under the display side that comes loose. I am using an original band that came with the Fitbit. Waiting for the "click" does not help when it will still come loose with the slightest tug. I don't miss needing to unscrew tiny screws to replace a band as we did with the older models, but this one is just too easy. My previous Fitbit (Charge HR? 2 maybe?) never had this issue and I swapped out the bands regularly on that one. Never once did it just.... fall off.