Can't connect Charge 5 to my Fitbit account

[AlexZo]

Hello all,

I have been trying (unsuccessfully) to connect the new Charge 5 to my account for a good month now. Basically this is what happens (video here:  https://www.youtube.com/watch?v=mMkfyXr7q1k) :

1. The fitbit app finds the Charge 5

2. It starts connecting

3. The progress freezes halfway

4. The fitbit then goes into a strange reset cycle, where it is completely unresponsive to touch and just restarts every few seconds. 

5. After doing that for about an hour it just shows a red circle x until the battery drains out.

At first I thought it must be a faulty Charge 5, so while waiting to return it, I bought a new one - and the same problem occurred... So I realised this can't be the Charge 5, it's an issue with my phone/account/iOS. So I gave my brother the first Charge 5 and it connected to his account just fine. I updated the app/iOS on my phone but I was still unable to get either 5s to connect. I tried to connect it to my iPad, and still the same thing. So here I started suspecting that it's something to do with my Fitbit account. I created a new account on my phone and, viola, it connected. 

The specific problem is that the Charge 5 refuses to connect to MY existing Fitbit account.

I have been in contact with fitbit support for a good 4 weeks now but that hasn't solved anything. They suggested I just start a new account, but I told them that I have 5 years worth of data attached to my account (I've had a fitbit charger 1,2,3, and now still using 4..) and also I'm paying premium membership. I asked if they could transfer all of my data to the new account but they said it's impossible because of 'privacy protection' (even though I told them I can export the data, I just need you to import it). 

So, any advice or suggestions? I really don't want to start a new account because I don't want to give up 5 years worth of tracking and data...

Thanks in advance!

Moderator edit: subject for clarity 

[KlimentToshkov]

This is caused by faulty Bluetooth connection from the Charge 5.

Already many people complaint from it.

Fitbit answer? Stay put, we may come up with something some day in the future. In the meantime we are not replacing your unit nor refunding you.

[mvonden]

I just upgraded this past weekend, purchasing mine from Best Buy, and having the exact same issue and have had zero help from chatting with customer service.  KT's comment below is disheartening to hear, especially since it's been over a month since his post and I'm getting the same issue on a new device.  Going to try and see if Best Buy will swap and hope they have better customer service than what Fitbit has shown him.  Crazy to launch with this kind of defect, realizing it may have not been known at the time, but given the amount of complaints you'd think they have a better response by now.👎

[MikaelS]

I made it work by creating a new Fitbit account as mentioned in https://community.fitbit.com/t5/Charge-5/Charge-5-stuck-on-reboot-loop/td-p/4981700 A workaround, but not very ideal.