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

[Cmcd1070]

I have the opposite problem as my wrist is very small, but the wristband still pops off all the time. I called fitbit support when I first got it and support was not helpful. They just kept saying to send them a picture of the problem. A picture of the wristband unattached? Since then it has fallen off so many times that the corner of the screen is all chipped up. It fell off on a 30 mile bike ride, luckily my husband was riding behind me and saw it fall. He has saved it for me more than once. I am interested in the new features "coming soon" on the versa 4 but another poorly connected magnetic strap? No thanks!

[OlacD]

Hi! I have a small wrist and same issue with the band of my Charge 5 popping off at will. It seems, sometimes, all I have to do is breathe and it pops off. Needless to say, I just did a chat with customer service. I was able to upload a picture, in the chat, of the end of my fitness tracker that keeps popping off as well as the band connection on that same side (this to show there is to damage to the connection spot) and they emailed me a prepaid shipping label. They are going to send a replacement device once I send my tracker to them at no cost to me. Hopefully, FitBit has corrected the design flaw and my replacement device won't have this same issue. 

[Thankyou123]

Already lost it and I filed a claim last night only  had it for 1 month.  Waiting to hear

[Canucktfi]

Same issue. It is a problem with the bottom clasp/lock. You can switch the bands around and the bottom one you can twist slightly and it will pop off. This DOES NOT HAPPEN with the top lock with EITHER strap so it isn't a strap issue. Only the bottom clasp releases easily with a small twist. Yes they are both clicked in which is why I can disconnect the top one with a twist or tug but the bottom one with either strap after clicking in will pop off.  Design defect

[jswim77]

I have had the problem too with the band coming off. Even when I clip it on it still comes off. I ended up buying a band that you can just place the Fitbit into on Amazon. 

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[cabfit99]

My wife’s charge 5 popped off her wrist and the little catch that connects the strap to the watch is missing.

I sent a pic to Fitbit support on chat and they sent a replacement charge 5 out the next day.

Excellent service 

but reading this I’m worried there is a design fault 

[Canucktfi]

outlw post has a working fix. Basically it is a manufacturing defect with the tolerance or the gap on the bottom clasp space.  Small piece of paper on the bottom flat end of the band and insert it, it will click the same but you can now yank it, twist it, torque it and the band will not come out.

[Rosewellzz]

I fixed this by super glueing the end that keeps popping out. Doesn't pop out anymore.. 😬

[mchcpa]

No longer have this issue as my Charge 5 died right out of warranty at 1 year 5 months....  😞

[IrieI]

Did you contact customer support? My Charge5 died shortly after the warranty period ended, and Fitbit replaced.

Fortunately, the band on my replacement Charge5 works.

IrieI