Touchscreen not working

[AlexandraBSk]

Just received my Charge5. It worked for 2 days and now the screen is just black. It is fully charged and I've tried to reset with pushing the button on the charger 3 times. Any ideas? 

[Julia_G]

Hi, @AlexandraBSk , I would recommend trying the reset procedure a few more times, as it can be a little tricky to get the presses just right - not too fast or too slow.  Attach your Charge 5 to the charging device (make sure the metal pins are lined up with the metal dots), plug it in as normal, and give your device about 2 hours charge.  Once it has been on the charger for about two hours, try the restart again. You need to press, pause one beat, press, pause, press.  If you say press pause, and press on press and pause while you say pause you should get it just about right.  

Hopefully that will bring it back to life!

Good luck, and let us know how it goes.

[SeeBenRun]

I have the same issue. I unboxed my Charge 5 yesterday, charged it, and used it for about 1/2 a day. Now the screen is completely blank. I've "successfully" rebooted it multiple times using the charging cord (Press, pause, press, pause, press) and will even get the fitbit logo to appear for a second, only to go back to black immediately after.

[Julia_G]

@SeeBenRun , if the restart has not worked then it is time to get in touch with Fitbit Customer Support.  You can contact them here 

[SeeBenRun]

@Julia_G Yep, that's what I wound up having to do. I'll be returning the faulty fitbit and they're sending a new one.