Charge 5 stuck on Fitbit logo

[Sarah4486]

My charge 5 is 18 months old and has frozen with the fitbit logo on screen. I've tried resetting it via the charging cable - pressing 3 times 1 seconds between each, and also holding for 10 seconds. The watch vibrates, turns blank, logo comes up and freezes again. 

I've unpaired it from the app and tried to reinstall but phone can not find it via Bluetooth. 

I've spoken to support who could not suggest anything, other than resetting via the cable. Warranty is out so say there is nothing they can do for me.

Any suggestions?

Moderator Edit: Clarified subject

[Gootje2]

I have the same. My fitbit is frozen suddenly. I thought we have a guarantee of 24 months on the fitbit. Nothing helps

[Talahthas]

Welcome to the Fitbit community, @Sarah4486 and @Gootje2!

Sad to hear you're having issues with your Charge 5s. Although you've mentioned already having tried to get things fixed by restarting your device, I'd suggest giving that another try because 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, I'd recommend letting the batteries of your devices completely drain until your Charge 5s shut off. Then please give them a full charge which will take noticeably longer than usual because of their batteries being completely down.

I'll keep my fingers crossed.

[MarreFitbit · Accepted solution]

Hi there, @Sarah4486. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. I understand how you must be feeling. 

If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our Support Team back for further assistance. Since you have reported this matter to our Support Team, please note there's nothing left we here in the community can suggest other than reaching out to our team again

For more information about our warranty, see fitbit.com/legal/returns-and-warranty or please feel free to contact our team back so they can clarify any doubt. 

@Gootje2 Welcome on board! I've seen you also contacted our Support Team after posting here and they've already assisted you. 🙂

@Talahthas Thanks for your help!