Charge 5 stops keeping time and does not record activity

[sejonas]

Hi, I received my Charge 5 yesterday and went through the set up. It worked fine last night but overnight it went "off." When I woke up, the screen would not come on until I placed it on the charger. When I did get the screen to turn on, the time was wrong (I synched the watch to fix the time issue.) Then, I have participated in several activities (workouts and an hour+ walk) that were not recorded in my steps or active minutes. My watch basically will not come on to where I can see the time/steps/hr etc unless I plug it briefly into the charger, but I do not have to restart the watch to get it to turn on (and yes, I have plenty of battery charge.) It is frustrating that the watch will not stay in an active mode. What can I do to fix this issue?

[DavideFitbit]

Welcome to the Fitbit Community forums, @sejonas. 

Thank you for sharing you've been having this inconvenience with the Charge 5 device and for confirming that you already tried a few troubleshooting steps. 

 If you're still having the same inconvenience, please complete a three pulse restart following the steps listed here below: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (USB end of the charging cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

It's possible the device it's loosing time since it's turning off constantly,  your Charge 5 may show an incorrect time if it hasn't synced or if it has been unpaired from your Fitbit account. 

If you haven't done so already, please try removing the Bluetooth connection between your phone and your Fitbit device:

• On your phone, tap Settings > Bluetooth > the information icon next to the name of your Fitbit device > Forget This Device.
• Open the Fitbit app and set up the connection again. You should receive a message asking you to allow your Fitbit device to pair with your phone. Tap Pair to approve the request.

Sync your Charge 5 automatically when you open the Fitbit app or manually by tapping your profile picture > your device tile > Sync Now. If the issue persists, please see Why won't my Fitbit device sync? 

If your device is still turning off constantly after you completed the restart, please get in touch with our Customer Support team for further assistance with this. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around.