Charge 5 screen completely lights up but doesn't provide data

[Rhemshot]

Charge 5 screen completely lights up but doesn't provide data, it does transfer results to app. Plugged watch into charger and pressed button near USB connector for two seconds and released and held the button down again to cause a restart. Did it several times with no fix to seeing data on watch screen. So, I'm not able to factor reset on my own. 

Moderator Edit: Clarified subject.

[alexthecat]

@Rhemshot you can find the instructions for restarting your Charge 5 in this Help Article. Press the button located on the flat end of the charger 3 times with one-second pause between each press. Then wait 10 seconds or until the Fitbit logo appears. 

[Rhemshot]

I tried the three press process twice and still a solid bright screen appears. I think I'll have to call customer service to ask them to do a factory reset on their end. I hate that I'll lose history data, but it is what it is.

[MarioSFitbit]

Hi @Rhemshot and welcome to the forums. 

Thank you for your message. I'm sorry to hear about this issue regarding the screen of your Charge 5. 

I appreciate the troubleshooting steps you tried. 

Please try the following steps: 

Sync the device in the Fitbit app.

1. From the Today tab in the Fitbit app, tap Devices.
2. Choose your Charge 5.
3. Tap Sync Now.

Charge your Charge 5

Double-check the connection: Ensure secure connection to the charging cable and that the cable is plugged into a working USB port (computer or UL-certified wall charger).

Restart your Charge 5. How do I restart my Fitbit device? (Please note that the article mentions an alternative restart method.)

Change the clock face. How do I change the clock face on my Fitbit device?

[Rhemshot]

There was no success with restarting and changing the clock faces. The watch still provides data (steps, sleep, etc.), but the screen still completely lights up providing no information on the watch face when I touch it. So I called Fitbit customer service and they offered (35% promo code) off my next purchase, but it can't be applied to the $99 current price that they say the retail price was $160 for a Charge 6 (Charge 5 no longer produced). I asked if they could do a factory reset and they said they couldn't. Fitbit does not really offer existing customers a discount. I've been a member since 2017 and this my 3rd watch.