Charge 5, Settings App is not there and I can't erase watch data

[jprieto311]

I have been having trouble with my Charge 5 for a couple of weeks now. First, it suddenly died on me after a full charge. When I put it back on the charger it said it was full, but it wouldn't let me access the watch face when I put it back on my wrist. It eventually let me get to the watch face, but after double tapping the screen the watch would show the Fitbit logo as if it had restarted and the watch would be showing an incorrect time and it was no longer syncing with my phone. 

At this point, I tried to erase the data on the watch and reboot the watch, but couldn't find the settings app on the watch (I had never looked for the settings app before). The manual says to swipe down from the clock face to get to settings and then erase watch data from there. Can't find the app and my Fitbit app says it is installed on the watch. 

Since I couldn't erase the watch data, I removed the watch from the fitbit app and tried to resync. It had trouble resyncing the first time but worked the second. The problem now is that halfway through the day when wearing my watch I get an X on my screen that doesn't allow me to do anything. I've tried other things like restoring the clock face to the original face, Letting it go dead and repeating the resyncing of the app, but it still does the same big X on the screen halfway through the day. 

I haven't had the watch for long. I bought it of the Google Store and there doesn't seem to be any solution I can find online. Please help. 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @jprieto311. 

I appreciate all the information that you've provided about this issue with your Charge 5. 

If you haven't done so already, please make sure that you've completed a three pulse restart using the charging cable:  

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

The settings app you mentioned should be visible by swiping down from the clock face, as you mentioned; you should be able to see a gear icon that corresponds to the settings app. If you already tried the restart and you continue to experience the these problems, I do recommend that you continue the communication with the Customer Support team so they can provide you with the next steps. 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. 

[jprieto311]

Thanks David, I've tried all the above and more. I'll reach out to Support and see what they have to say. 

[DavideFitbit]

No, problem, thank you for the update, @jprieto311! 

See you around.