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Charge 5 lost my data and discharged the battery after restarting it

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‎01-13-2022 12:12 - edited ‎01-14-2022 06:15

‎01-13-2022 12:12 - edited ‎01-14-2022 06:15

 The app would not sync today and one of the troubleshooting tips was to restart the Charge5. When I restarted all my data was gone and the battery dropped down from 55% to 14%. How do I retrieve the data since the restart was not supposed to lose data. Does the charge 5 have a defective battery?

 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎01-13-2022 13:29

‎01-13-2022 13:29

Hi @CH2022  a restart is just like restarting a phone or computer. You'll want support. Phone or chat is best. https://myhelp.fitbit.com/s/support?language=en_US 

Stepping in the U.S.A. since September 2013. Android 14

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‎03-24-2022 00:15 - edited ‎03-24-2022 12:20

‎03-24-2022 00:15 - edited ‎03-24-2022 12:20

I had the same issue. I restarted my Charge 5, because it wouldnt sync, the screen froze on me. On the restart page it clearly states you will not lose any data. I lost my data for the day and my battery went from 79%  to 36%. What is the fix for that?

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‎03-28-2022 10:54 - last edited on ‎04-13-2024 06:00 by Fitbit Moderator

In response to Muri29

‎03-28-2022 10:54 - last edited on ‎04-13-2024 06:00 by Fitbit Moderator

Hi there, @Muri29.

Thanks for letting us know about your Charge 5, and your efforts while working on this matter. Let me confirm that the restart process will only turn off and back on your tracker to refresh its performance. While your data shouldn't get lost, if you haven't synced for a while, the Fitbit app will have a hard time to sync and update your details which might prevent some stats to not sync correctly.

That being said, I'd recommend reconnecting your Charge 5 to your account to ensure its connection. To do this, please give a try to the following steps:

  1. Forget your tracker from the Bluetooth settings.
  2. Turn off other Bluetooth devices nearby.
  3. Force quit the Fitbit app and reboot your phone.
  4. Open the Fitbit app, tap your profile picture > Set Up a Device.
  5. Select your Charge 5, tap Replace Device and follow the on-screen instructions.
  6. Use your tracker as you normally do and monitor its behavior.
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