My Charge 5 won't turn on

[Kathryn_m87]

Hi, my Charge 5 broke mid July, just before it broke, it started to constantly vibrated till the battery ran out, I tried charging it, still nothing. I bought it in January, bit disappointed as my old fitbit was still going strong after 5 years and this only worked for about 6-7months. Yes I haven't cleaned the charger, yes I have tried to reboot it, still absolutely nothing will work, it's just dead. It's within the 2 year manufacturing warranty, please can you send me a replacement as I haven't broke it it's just died. Many thanks Kathryn

Moderator edit: format

[DavideFitbit]

Hi, I appreciate all the information that you've provided about this inconvenience with your Charge 5 and the troubleshooting steps that you've tried so far, @Kathryn_m87. 

If you already tried restarting the device using the charging cable and cleaned the contacts as described here, could you please confirm if you've also tried changing the clock face option to see if anything shows up on the screen and if the device is syncing? 

[Dawn2007]

Mine won't connect so I can't change the clock face.  It is dead.

[Kathryn_m87]

Same 🤦‍:female_sign:😭

Thank you for your reply David. 

I can't change the clock face as the fitbit won't turn on 🤦‍:female_sign: it's been on charge for several hours now and nothing happens, I keep pressing the button on the charger trying to restart it and nothing happens. Please advice further. It sounds like it's a common fault if loads of other people on the forum are experiencing the same problem.  Thanks Kathryn 

[Oldama]

Similar experience as those of Dawn2007 and Kathryn_m87.  Sometimes it restarts on its own (it does not matter whether it is hooked to the charging cable)  for a few hours and then goes back to sleep for another long nap.  This is my 3rd fitbit model I am using.  But if I can't get it to work it will be my last.

[DavideFitbit]

Hi everyone, I appreciate all the responses confirming that you already tried the steps suggested. Thanks for all the feedback provided as well. 

If the issue persists, I do recommend that you get in touch with the Customer Support team so they can provide you more details about the next steps or the options available for you. You can click here to get connected and chat with them or to call them directly.

@Kathryn_m87 I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

[Dawn2007]

I have read enough posts of this same problem with the response of Customer Support. The post telling what steps Customer Support team has.  I have tried all of them and none of them work or are acceptable.  I refuse to pay for a tracker every year on top of the annual membership fee.