Charge 5 battery issues

[vel.]

Started with loosing charge quickly (less than a day from full to off, then a few days later it didn't even last an hour). Now it's been on charge all day with fitbit logo on but can't be detected by app or bluetooth. I tried all tricks found on this forum. Press button 3 times, nothing happens. Log off app, disable bluetooth, hold button 10sec, nothing happens. Would try changing clock face but it's stuck on logo. Tried different chargers, cleaned device, etc. I've had it only 11months.

Lots of entries on this forum with same problem...

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @vel.. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not charging properly. I understand where your concern is coming from, I will do my best to help you with this!

As our last resort, I'd recommend performing a factory reset on your Charge 5. Important: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

With the above being said, please sync your Charge 5 and then, proceed with the steps below in the order listed: 

1. Swipe down from the clock screen to find the Settings app.
2. On your Fitbit device, open the Settings app > Device Info > Clear User Data

You can follow the steps to set up the device after that How do I set up my Fit-bit device?

Once the above has been done, please charge your Charge 5 as you normally do and see how it goes. On a side note, please find below some tips to best charge Fitbit devices:

• Use only genuine Fitbit charging cables
• Use only UL-certified wall chargers
• Avoid USB battery packs
• Charge at room temperature

For charging purposes, your charging cable or your base station can be plugged into any USB power source, including but not limited to:

• A computer
• A Wall A/C to USB adapter, commonly found with smartphones
• A DC to USB adapter (vehicle power port)

[vel.]

Thank you for your quick reply.

I can't do what you ask. It never gets to the clock face. I only get the fitbit logo that stays always on. I can't swipe to any menu item.

[MarreFitbit]

@vel. Thanks for getting back and the details provided. 

Since you've exhausted all troubleshooting steps we could've provided here in the forums, 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.

Thanks in advance!