Charge 5 "turns off" daily

[mutantmike]

My Fitbit Charge 5 works perfectly fine, but my girlfriend's has an issue where about once a day, it turns off. The screen won't turn on at all, and it will not sync or track anything in the app. Despite her getting a full night's sleep, it said she only slept 56 minutes, indicating it shut off that long into her sleep.

Plugging it into charge makes the device show the Fitbit logo a few times before eventually showing the charging screen and allowing sync again. This is not being caused by the battery dying though (this morning when plugging it in, after the logo flashing it showed the device was at 89%).

Removing and re-pairing it to her phone has not worked.

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @mutantmike. 

Thank you for sharing all these details about the inconvenience you've been having with the Charge 5 and for confirming that you already tried a few troubleshooting steps. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've sent you some instructions. In this case, they will let you know how to proceed. 

See you around.