Screen went black and nothing works Charge 5

[mlx415]

Hi

my Fitbit went black and now won’t turn back on. I tried the “press the button three times” and nothing. I also tried changing the watch face and nothing. Someone had suggested unpairing and re-pairing but that doesn’t work because I can’t see the numbers on the screen. Help!!

Thanks

Melissa

Moderator edit: subject updated for clarity

[Alimlclm]

Same. Constant same issues since I purchased it. Put it back on the charger and then it’s on again and within an hour or two screen goes black. I just

got off the phone with support and he had me again put it on the charger, and reset the device under settings on the watch. I don’t have much faith that will fix it

[mlx415]

Thanks for the advice. I tried that too and it didn’t work. Fitbit help!!--
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[Baybeemon]

You might want to contact Fitbit Support at the Get Support at the bottom of the page.

[Alimlclm]

I did. They had me restart the device. I don’t have much hope for that fix. Will see. 

[DavideFitbit]

Hi, and welcome to the new users in the Community forums, @mlx415 @Alimlclm. 

Thank you for sharing that you've having this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

If you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please sync your device in the Fitbit app. 
2. If you  can't sync:
   • Remove the device in the Fitbit app.
   • Uninstall and reinstall the Fitbit app.
   • Set up the device again.
3. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

If the issue persists, I recommend that you get in touch with the Customer Support team for further assistance with this.The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Hope this helps, I'll be around. 

[Alimlclm]

Yes. I’ve tried all of that. It works for limited amount of time and then goes black. Called last night again, went through all of that, went black during the night. Did it again, went black again mid workout a half hour after I restarted it. Chatted with support and had it back on again after a restart only to have jt go off midday again. I’ll be chatting/calling when I get home for the 4th time. I can get it on, but it doesn’t stay on. 

[DavideFitbit]

@Alimlclm Thank you for sharing this update. I'm sorry to see that you're still experiencing this problem. 

In this case, I recommend that you continue the communication with the Support team to let them of the steps that you already tried and that you continue to experience the same problem. They have specialized tools and will let you know what are the options available for you. 

Thank again for sharing all your feedback and comments about this. 

Have a good day.