Water damage first time Charge 5

[LM2022]

Hi

I only brought my Fitbit Charge 5 in January 2022 and have always been very careful around water with it. I tried to use it the first time when swimming and it seems to have got damaged. I was only in the water for a very short period of time and the watch wasn't submerged more than a few feet. It now won't turn on, charge and just has a black screen. I have tried leaving it in rice too. Is this covered in the warranty as I have had it less than a year ? 

Moderator edit: subject updated for clarity

[Surfista]

It is my understanding that the warranty is for a year. Water damage is covered by the warranty. Forget the rice. It is sold as a swim tracker that is water resistant to a depth of 50 meters. They should immediately replace it.

[Salgirl24]

Thank you for your message, they have already sorted it.

Sent from my iPhone

[DavideFitbit]

Hi everyone, thanks for all the information provided about this inconvenience with your Charge 5. 

The Charge 5 should be water resistant to 50 meters, so if you've experienced any issues with the display after a swimming activity, I do 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.

See you around in the Community. 

[Podunk]

Yeah, Google phones did that I looked at the pixel watches. And what I read reminded me of an earlier conversation in the 50th community about the Fitbit trackers. The devices are water resistant not waterproof. They are good to 50 m when they leave the manufacturing facility. Dropping them, wearing them for any type of rock treatment can affect the seal on the tracking device. This means that as soon as you take it out of the box and start wearing it. The water resistance starts to deteriorate, and that through use the water resistance is not dependable.  so basically, once you put it on, you wear it at your own risk in the shower in the pool in the ocean and I’m guessing even out in the rain. I personally would not put my charge tracker anywhere near water, and fear that it would fail. 

[DG59]

Interesting! Thank you.

Diana Gubbay
Sent from my iPad

[Podunk]

After reading the post in this thread, I try to find out if the stresses of swimming and other water activities might approximate those of 50 m. I was unable to find anything but just knowing that an active swimmer or diver places stress on the Fitbit that does not occur when it Rests suspended and 50 m of water. I can see where potential for failure increases when the Fitbit is placed under stress in water.



Sent from my iPhone

[DavideFitbit]

@Podunk @DG59 Thanks for taking the time to share your feedback and your experience with device. 

I'm sure it will be useful for other users as well. 

[Abby1990]

Did you put it on water lock mode?

 

[Surfista]

You do not need to put it in waterlock mode to be water resistant. All that does is turn off some of the sensor readings because Fitbit says they are not accurate when swimming. 

[FarmersWife74]

I went swimming today for first time, didn't  know about water lock.Now charge5 won't charge or show anything on screen ther is no condensation.

[Podunk]

I have read that the Fitbit is not waterproof, but water resistant. It stated that the water resistance started deteriorating soon after manufacture. Used and abused might accelerate the deterioration of water resistance. Information states that sitting quietly at its maximum depth it should be water resistant, however, activity to my way of thinking such as diving aggressive, swimming might create pressures that might affect the water resistance of the Fitbit tracking devices. 

based on what I have read, I would say that immersing your Fitbit in water is probably not a good decision.

[FarmersWife74]

The agent wants me to upload photos of the charge5 fitbit and I am to
receive an envelope to return it.Is this so.

[Surfista]

The Charge 5 is sold as a swim tracker. It is advertised to be used in the water for swimming.

You do not need to activate the water lock to wear it in the water.

All the water lock does is to turn off sensors that don't register properly in the water.

[DG59]

Did it recharge? This is such a frustrating aspect of the Charge 5!

Sent from my iPhone

[DavideFitbit]

Hi everyone, thanks for taking the time to share all your experiences with the Charge 5. 

The Water Lock feature will prevent the buttons on your tracker from activating while swimming. When water lock is on, your screen and buttons are locked.  As you mentioned earlier, the device is water resistant to 50 meters and you should be able to track your swimming activity. 

If your device is not responding after your workout, 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 and you can click here to get connected.

@FarmersWife74 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 about the options available for you. 

[FarmersWife74]

Thank you David, I shall not be wearing my new Fitbit anywhere near water
again.I forgot to take it off in the jacuzzi.
Farmers wife74

[DavideFitbit]

@FarmersWife74 Thank you for your reply! 

Even though you had a problem when using it in the Jacuzzi, your device should be water resistant and you should be able to use it to track your swimming activity. 

I do recommend that you follow the tips listed in our Wear & Care guide. 

[FarmersWife74]

I did not apply the water lock as I didn't know there was one

[Alaina13]

Hi David, 

Is this issue only covered when the watch is under warranty? I had this problem twice now. The first time I was sent a replacement in July of 2022. Original purchase of Charge 5 was December 2021. I took my watch in the pool very briefly forth first time since getting the replacement on Sunday and immediately the screen went black. It seems to semi still track my steps...but the counter is way off and the battery won't charge to full nor does it hold a charge. 

Please let me know if there is anything fitbit can do as I use my watch consistently.

[DavideFitbit]

Hi, welcome back to the community forums, @Alaina13. 

Thanks for the information provided about your Charge 5. 

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon with more instructions. Please keep an eye on your inbox. 

@FarmersWife74 The water lock setting will prevent your screen from activating while you're swimming, to avoid unwanted taps on the display, but it's not necessary to manually turn it on before you swim. Water lock turns on automatically when you start a swim in the Exercise app.