My Charge 5 just stopped working!

[lindafay1]

I have a 3 month old fitbit 5 and it is dead! I cannot get it to come on on giveme any data. I did everything to get it to work, nothing helped!

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community, @lindafay1.

I’m sorry to hear about the difficulties you experienced with your Fitbit Charge 5. Thank you for trying to get them resolved before contacting us.

I noticed that you've been in touch with Customer Support. I'm pretty sure they've done their best to provide a high level of support. Thank you for your patience while dealing with this situation.

Have a nice day.

[NHGypsy]

Mine stopped working yesterday June 25th.  It just blinks the fitbit logo and I've tried the 3, one second button pushing... nothing.  Eventually it just stops and its black.  It was charged recently so I know its not dead from the battery.  I got this in Jan 2022.  I'll be calling or contacting customer service tomorrow.  I paid for premium and everything... and now can't use the darn thing. 

[EdsonFitbit]

Welcome to the Fitbit Community, @NHGypsy.

According to our records Customer Support is currently providing assistance to your case. They will let you know how to proceed as soon as possible.

Have a nice day.

[TracyW1962]

My charge 5 died on holiday, tried everything to get it to restart, now it’s stuck on a white cross in a red circle. It won’t even pair with my phone anymore to do an update. If I do the 3 1 second button presses the fit bit logo comes on then off for a while and then back to the cross. 
spoke to the fit bit help desk who ended up cutting me off and then sent me a questionnaire asking if I was satisfied!!! I’ll try again tomorrow. The fitbit was a Christmas present so not old at all!I'm very unhappy 

[lindafay1]

Talked to the help line and they agreed to replace it. Very nice representative! My fitbit will arrive tomorrow! L Mahaffey

[TracyW1962]

I will try again today and hopefully they’ll do the same for me, as I’m totally lost without it! And sad after it stopped working 3 days into a 2 week holiday involving daily walks on a long coastal path. The exercise was to earn points for wine!

Sent from myMail for iOS

[EdsonFitbit]

Welcome to the Fitbit Community, @TracyW1962.

The best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Thanks for your response, @lindafay1.

I'm glad to hear that your Fitbit Charge 5 was replaced. Thank you for letting us know.

Have a nice day.

[SunsetRunner]

Mine just quit last evening! Worked and fully charged yesterday and last night looked at the time, nothing just a black screen and can't get anything. Connected charger and nothing. Where is the button I'm suppose to push???

[NHGypsy]

The button is on the charger where it goes into the USB port.  I would suggest to Fitbit to make the button a different color instead of black like the rest of the charger cable.

[TracyW1962]

Hi!
The button is on the base of the fitbit cable. Press it 3 times, leaving 1 second between each press. It should buzz, the fit fit logo should come on snd then hopefully restore your screen! If not call the help desk, they’re really helpfull!! Good luck!

Sent from myMail for iOS

[TracyW1962]

an update on my failed fitbit! It’s being replaced. Hoorah! Spoke with Juan Carlos who confirmed it’s broken and the replacement process is painless. Just waiting for the new watch to arrive! The downside is I need to work off the wine and excess on the holiday! It’s amazing how much I’ve come to rely on the fit bit to offset exercise versus wine! 😀

[EdsonFitbit]

Welcome to the Fitbit Community, @SunsetRunner.

As mentioned above, the button is located on the flat end of the charger as shown in the screen shot below:

I noticed that Customer Support is currently providing assistance to you via email. I'm pretty sure they'll do their best to provide a high level of support. Thank you for your patience while dealing with this situation.

Thanks for your support, @NHGypsy @TracyW1962.

Have a nice day.

[SunsetRunner]

Unfortunately the charger that came with my charge 5 does not have the button to press??!!

Sent from my Verizon, Samsung Galaxy smartphone
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[SunsetRunner]

Sent from my Verizon, Samsung Galaxy smartphone
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[LiJaHi]

@SunsetRunner the button is at the flat end of the charging cable, not on the charger itself - as shown in the photograph that EdsonFitbit posted just above your post.

[EdsonFitbit]

Thanks for your response, @SunsetRunner.

There is no information in your last post. It just says:

"Sent from my Verizon, Samsung Galaxy smartphone
Get Outlook for Android<>"

If you have any question, please let us know.

Thank you for your support, @LiJaHi.

Have a nice day.

[Katiendler]

I've replaced my cord on my own dime 3 times already in 4-5 months despite its constant failures obviously being a design flaw and something that should be under warranty. I'm experiencing the same problem now and trying to get help is ridiculous. The customer service people are slow, rude, condescending and apparently don't understand the the meaning of the words customer or service. I LOVED Fitbit for 13 years until I got this piece of trash.

[SunsetRunner]

They were going to send me a charger cord with the button to try and restart it but that was 3 weeks ago and I've gotten nothing wth??

Sent from my Verizon, Samsung Galaxy smartphone
Get Outlook for Android<>

[Katiendler]

At least two of the cords I've had to buy had them including this current one. I think the button is a lie anyway....