Charge 5 not working as expected

[Lookingup]

This is my 4th FirBit and all of them worked fine until I bought the Charge 5.  I have called customer service numerous times.  I charge, sync, re-install, etc. and it will not continue to track my sleep or my exercise.

 It may work for 2 days and then I have the same problem again.  It is just basically only a watch.  So disappointed in this Charge 5 and it is only 3 months old. I should of returned it!

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Lookingup. Thanks for stopping by in the Fitbit Community Forums. I'm sorry to hear that your Charge 5 is not tracking your sleep or exercises. I understand why you're feeling disappointed as you've been trying to solve the issue for quite some time now. 

As a first approach, please note that if the steps that our team has provided did not work, please feel free to contact them back for further assistance. Since you have reported this matter to our Support Team and they already shared with you all the steps we could've also provided here, please note there's nothing left we in the community can suggest other than reaching out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

However, if you haven't done so yet, I'd suggest performing a factory reset on your Charge 5. Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

With the above being said, please be aware that most Fitbit devices store up to 7 days of detailed minute-by-minute data. If you wait longer than 7 days before syncing, you may only see the most recent week's detailed data. Summary data (calories, distance, steps, and floors) will be stored for 30 days. Nevertheless, if your Fitbit device was unpaired from your Fitbit account during this period of time, neither the 7 days can be recovered or restored. 

To do the factory reset, please swipe down from the clock screen to find the Settings app, on your Fitbit device, open the Settings app > Device Info > Clear User Data.

Once the above has been done, please proceed to set up your Charge 5. Keep an eye on your Fitbit device's behavior to see how it goes the next couple of days. 

We hope your issue is solved soon.