My Charge 5 shows a white screen

[cquirox26]

A few days ago my Charge 5 display just gave me a white screen; I tried restarting it but it just shows a white screen. It still works and tracks steps and heart rate, but I can’t use any functions. Has anybody had that problem and what should I do?

Moderator edit: subject updated for clarity

[ya02]

Hi, I just had same issue today, did you end up having it fixed? Thank you so much! 

[Kataruba]

same thing as of yesterday

[ya02]

Mine auto fixed itself, flipping back and forth between normal and white screen. 

[DEVS1975]

Please note that I have a White Screen too. I have tried the suggested steps multiply times, but the screen remains white. What can I do? 

[lynex]

Mine when from white screen, then suddenly works again for a few days before it completely die out. I needed to do a troubleshooting round with the support and in the end gotten a replacement unit.

[DavideFitbit]

Hi everyone, thanks for sharing that you've been experiencing the same problem and for confirming that you already tried a few troubleshooting steps.

In this case, since you already tried the recommendations shared in the forums and you continue to experience the same problem with the display, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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

Thanks again for taking the time to share all your feedback and comments about this. 

See you around in the forums. 

[jennej1]

This advice worked terribly for me 😞 I am now in a worse spot than I was before. I did step 1 and 3 saving 2 for last because it seemed risky. I was right it was a terrible idea. So now my fitbit is not synced and when I try to connect it it asks for the 4 digit code on the device which still just has a white screen so I can't see the 4 digit code to pair it again or do anything.

At least before I could see my steps on my phone now the device is useless 😞 

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

Wow the customer service for this device is horrible. I clicked on the link above. It takes me to a page where I click contact support and get then get this error page 😞

https://myhelp.fitbit.com/s/errorpage?language=en_US

[Dcnvim]

I tried all the above. Nothing worked. 

[DavideFitbit]

@jennej1 @Dcnvim Thanks for all your feedback about the issue to contact Support and with the Charge 5 display. 

I've been informed that you were both able to get in touch with the Customer Support team so they can provide you with further assistance and it seems they've provided you with more information. Let me know if you have other questions. 

Regarding the steps mentioned earlier, I've updated the information to remove that part from the troubleshooting options. Thanks again for sharing your experience in the forums. 

[Synnove758]

I am experiencing the same issue. The device seems to sync but the display changes from a white screen  then fades into a dark screen with white lines. I have tried to reset and followed the recommended steps but to no avail.  This device is relatively new - I got it just about 6 months ago,  Please advise on what I should do next. 

[DavideFitbit]

Welcome to the Fitbit Community, @Synnove758. 

Thanks for confirming that you're having the same inconvenience with your Charge 5 display. 

It seems that you were also able to get in touch with the Customer Support team about this. In this case, they will be providing you with the next steps. 

[saskia_madding]

I got the white screen of death on my Fitbit charge 5 at the end of may.  I bought it from Amazon at the start of July.  The unit it ten months old. 

no trouble shooting I did when I called customer support worked, but they said they would send me a new unit.  

one thing to note is the customer support rep asked me if there were green flashing lights on the back of the unit.  When I said they flashed only very rarely but were mostly dead, he stopped trying to trouble immediately and just sent me the link to get a new device.  

[Badgerman50]

I got the same white screen today and after reading these posts called customer service.

They got me to change the clock screen which I did but of course I couldn't see it since it still had the white screen.

I tried resting the device using the charger but this had no effect.

After changing the clock face did nothing the CS rep immediately processed my application for a replacement since my Charge 5 is only 8 months old.

So I'm impressed with the service (so long as they follow though) however not with the reliability of these devices since I rarely get one which lasts a year and I've been using FitBits since 2014

[DavideFitbit]

Hi, it's good to see you participating in the community forums, @saskia_madding @Badgerman50.

Thanks for taking the time to share your feedback and your experience with the Charge 5. 

I'm sorry to see that it wasn't possible to resolve the problem, but it's good to know that you'll be receiving a replacement device. 

See you around. 

[Dcnvim]

I concur the customer service is excellent and I received a new fitbit.
However, as you stated the Fitbit does not have longevity like an iPhone
watch. I hope that fitbit is not operating in a planned obsolescence
culture.

Moderator edit: format

[DavideFitbit]

@Dcnvim Thanks for sharing your feedback about this as well. 

See you around. 

[ChriStyle81]

For those experiencing this same issue, I tried all of the troubleshooting steps. It didn’t seem to work until I initiated a call with FitBit customer service. It seems by initiating that action prompted my screen to go from white to showing “Active Call.” When I was still on that active call, I checked other options in the Charge 5 to see if I can see the screen changes. 

I know this won’t work for everyone, but I’m just stating what my experience has been so someone else may try that as a last resort (initiating a call or some action that forces the screen to wake up) before throwing in the towel.

This is my first replacement Charge 5 to the one I purchased in June 2022 but received in July 2022 due to shipping delays. So, this is my second Charge 5 in less than a year! Mind you, the Charge 5 I originally purchased was a replacement to the Fitbit Sense that I purchased in September 2020.

I said all that to say this current Charge 5 will be my very last Fitbit device when (not if) it goes out on me. For those looking into Fitbit devices to purchase, please beware that your warranty only covers your device for one year from the original date of purchase. Any replacement items through the warranty does not start that warranty clock over. 

[Badgerman50]

TKX for the update ChriStyle81 - I would also like to reiterate those comments regarding "original warranty". I have been using FitBit devices since 2014 however the Charge X devices are not very reliable. Starting with the Charge 3 I am now on my second Charge 5 (under warranty) and in each case none of the devices lasted a full calendar year and although they were replaced under warranty the replacement also never lasted very long either so I have had to purchase a new device on average every 15 months - I am now on my 5th Charge device since 2021 - not a very good reliability record IMHO