Charge 5 is syncing but data is not showing on the Fitbit app

[ozmanet9]

The Fitbit app on my iPhone 15 updated on Friday, and since then the app shows no data (no heart rate, steps, sleep info - nothing).

I have followed all the normal steps (check device and phone are fully updated - restart both devices, close & reopen bluetooth, make iphone forget the device etc etc etc). Still nothing!

The flashing lights on the underside of the Charge5 seem to have stopped though - is that the issue? (And, if so, did the update kill my Charge 5??!)

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @ozmanet9. 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 not syncing properly and that the heart rate is also not working. I understand your concern, I will do my best to help you with this!

I've seen you contacted our Support Team after posting here and they've already assisted you. If the steps that our team has provided did not work, please feel free to contact them back for further assistance. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

[ozmanet9]

Hiya - I spoke with the SUPPORT TEAM on Mon 10 March, and they went through a series of questions. At the end of this process they said they needed to escalate the case and that I would receive an email within a couple of days. It's now a week later and I have heard nothing....

Is there a way to check that my case is still live?

Owen

[MarreFitbit]

@ozmanet9 Thanks for the details provided in your post. I apologize for the delay in receiving a response from our team. I've seen you managed to get in touch with them after your last post and they are already taking care of your situation. Please feel free to contact them again if you have any questions about the process of your case.