Charge 5 screen is unresponsive

[MelisTB]

Hello, 

I'm using fitbit5 and this morning suddenly the screen froze while I was swiping. 

I tried to restart it with charging cable, I have followed the instructions of pressing the button on the flat part of the charger 3 times, I waited the recommended time and followed the instructions perfectly and now my Fitbit5 is stuck on the logo screen is totally unresponsive. Can someone help me? 😞

I 

Moderator Edit: Clarified subject

[Talahthas · Accepted solution]

Welcome to the Fitbit community, @MelisTB!

Sad to see that your Charge 5 isn't working as expected.
Although you've mentioned already having tried this, I'd suggest restarting it once again it sometimes requires more than one attempt to restart Charge 5. Before doing so you should make sure you've synced your device to not lose any data tracked so far. Also you should verify that the charging contacts on your device are clean and the charging pins on it's charging adapter are clean as well and can move flawlessly. In doubt please have a look here:

How do I clean my Fitbit device?

Next please closely follow these instructions as timing is crucial for this procedure:

1.) Connect your Charge 5 to the charging cable which has to be connected to a reliable power source.
2.) Press the button located on the flat end of the charging cable 3 times within 8 seconds(!), holding each press for about 1 second(!).
3.) Wait around 10 seconds until the Fitbit logo appears on your device's display.

If that really won't work for you, please try if changing your device's clock face will get it back to working order. Here's how to do that:

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

If all that won't get your device back to working order, I'd suggest letting the batter your your Charge 5 drain to the point where it will shut down. Then give it a full charge to 100 percent and see if it's working as supposed to afterwards.

I'll keep my fingers crossed.