Charge 5 not syncing with the Fitbit app

[FiJona5]

My Charge 5 has suddenly stopped syncing exercise in the app.

On Tuesday I did a work out. I started the exercise on the the device and ended it as normal and saw the outline of the results. However when I went to sync with the app everything was showing 0 in the app. 0 steps at all for the day, no exercise recorded - no data for the day. Although the device itself was still showing around 11k steps.

I tried all the usual - restarting the app, disconnecting the phone, unpairing. Nothing worked.

I didn't bother wearing the Charge 5 again until Thursday. I had an online chat with technical who told me to do all the steps above again, and also a reset via the charging cable. Nothing worked and no data from Tuesday.

Anyone else having these problems?

I hate that there is no dashboard that I can access via a browser. It's all got a bit pants since going to Google, feel like it is less accessible and going backwards.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @FiJona5. It's nice to see you around 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 with the Fitbit app. I understand your concern, I will do my best to help you with this!

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Charge 5 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies. 

As you were informed, your case was forwarded to our higher tier of support for further checking. Someone will be in contact with you soon as they have the resolution for your Charge 5. Stay tuned to your inbox!

[FiJona5]

Thank you for your message. I look forward to hearing from support as to how they can retrieve the lost data.

The app did not record walks from the weekend either. The Charge 5 showed it on screen but nothing in the app.