Charge 5 stopped working

[Justsandi]

Showed wrong time to begin with - then went black- followed by x with red circle - tried resetting- nothing - tried changing clock face - nothing - tried disconnecting and reconnecting to Bluetooth- now will not even pair-  not even a year old 


Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @Justsandi!

Sad to hear that your Charge 5 isn't working properly. In addition to what you've already tried to make your Charge 5 work again as it should, I'd suggest to first unpair your device by removing it from the Fitbit app on your phone. Clearing the cache of your Fitbit app at that point would be a good idea. Next restart your device following these instructions:

1.) Connect your Charge 5 to the charging cable which has to be connected to a power source.

2.) Press the button located on the USB plug of the charger 3 times within 8 seconds, holding each press for about 1 second(!).

3.) Wait 10 seconds or until the Fitbit logo appears.

Now setup your device in your Fitbit app from scratch.

I'll keep my fingers crossed.

[RiekoC]

@Justsandi Since your Charge 5 is still under warranty, I recommend that you contact Fitbit support. They will walk you through a series of troubleshooting procedures. Once they have confirmed that none of the procedures return your device to normal operation and your device is under warranty, they will send you an email with an offer to replace your tracker/pebble or a discount on a different device. 

Note: The discount is on the full price even if the device is on sale at the Fitbit on-line store. 

[M_Tessier]

Hi @Talahthas ,

I'm experiencing the same issue.  Will clearing the cache wipe out all info stored?

Thank you

[Talahthas]

Welcome to the Fitbit community, @M_Tessier!

No, clearing Fitbit app's cache will not delete info stored in the app as these are stored in the app's memory.

[ThisStinks]

My firbit did not come with a USB plug, so no button to push. What next? I just bought this in Nov, 2022.

[RiekoC]

@ThisStinks Your Fitbit should have come with a charging cable. The button is on one of the flat sides of the charging cable that connects into a USB slot. 

If rebooting doesn't fix your issue, I recommend contacting Fitbit support since your device is still under warranty.