Charge 5 stuck on Fitbit logo

[Rubia65]

My Charge 5 is stuck on the logo. I've reset it several times, nothing works. 

Moderator edit: format

[DavideFitbit · Accepted solution]

Welcome to the Community forums, @Rubia65. 

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

If you already tried to complete the 3 pulse restart procedure using the charging cable and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Follow these steps in case you're having trouble to charge your device. 
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, tap on your profile picture > Charge 5 > Tap to see if a firmware banner appears. 
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

Make sure the device is set up in your account as well. 

[Rubia65]

It's not possible to get in contact with the device through the app. Logo is stuck on screen. 

[DavideFitbit]

@Rubia65 Thanks for all the updates and for confirming that you already tried all the steps suggested. 

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

Have a good day.