Charge 5 stuck on Fitbit logo

[yahya14]

Hi all,

Hope you are having a wonderful day. I a. facing this Reboot Loop issue since morning in which the tracker is restarting on its own. It shows the logo every 2-5 seconds and gets blank. 

I also contacted the Customer Service but they are telling me the same steps since 2 hours. Wasted all my time on them. 

Let me know if anyone can help me fix or return it. I bought this in the same month last year. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @yahya14. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. I understand how you must be feeling. 

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

Nevertheless, I'd suggest trying the following:

• Unpair your Charge 5 from your phone's Bluetooth and also make sure it's no longer connect to your Fitbit app. 
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up your Charge 5 again.
• If there is no connection, restart your Charge 5.

If you can't get started with your Charge 5, usually a missing requirement is the cause. Carefully review the requirements provided in the help article Why can't I set up my Fitbit device? 

See you around.

[BKONO66]

My dad's is doing the same thing and nothing is working. What else is there to do?

[Fateh.a]

Same problem. And below solution doesn't work..Looks like these devices quit a few days after a year when the warranty runs out.

Can anyone recommend another vendor that accomplishes similar functions?

[RiekoC]

Hello & welcome @BKONO66 

Since you've already tried the troubleshooting steps without success, the next step is contacting Fitbit support. They will likely walk him through the same troubleshooting steps that he's already tried. Once they confirm that none of the troubleshooting steps return his device back to normal operation and if it's still under warranty, they should send an offer for a replacement tracker/pebble or a discount on a different device. If his Charge 5 is out of warranty, then they should send a discount on a replacement. Note: the discount is on the full price even if the device is on sale in the Fitbit store.

[loothi]

Happened to mine. I think it's lost it's water seal as it dries out and then works again, until it encounters moisture. Fitbit didn't offer me anything as I was out of warranty and bought from eBay.

[Jaime.k]

I have just come to the same conclusion, this is my 4th fitbit in about 4 years and each one ( I even had the newest most expensive one in the too) would just stop working right after the warranty is up, my charge 5 is stuck on the logo screen, it will not restart when I follow the instructions and now I cant even re set it up on the app because the bluetooth can't find it! Really thinking about switching to a different brand too, I am not really an Apple fan but if their devices work longer than the warranty then it might be worth it to switch. I am getting tired of spending hundreds of dollars on an item that craps out right after the warranty is up. And the discount offer they give you if you contact them is not that great either.

[Ycats23]

Same thing keeps happening to me. I need to wear mine during watch aerobics to monitor heart rate etc. I was assured it was waterproof and would be perfect for that specific activity. I was lucky and the first two times it happened it both Fitbits were still under warranty but this time the warranty expired in May and here we are July and yep - frozen on the logo screen. The only thing anyone had told me to do is let it sit for a few days and dry out and see if that works. Great so now it is just a watch and if it comes back I still can't use it for the real reason I bought it. Does anyone know of a brand that is water proof for water aerobics? UGH! These things are too expensive for this too keep happening and for Fitbit to act like it isn't an ongoing issue! 

[VinsKvk]

tried all the solution steps and no use; tried to reach out to the support they confirmed its affecting coz of their firmware update and instead of addressing the issue they say that get a new device. 
Customer Support didn't address the issue nor the right solution and it looks like they don't even know the root cause.

i hope they understand, FITBIT FIRMWARE HAS BROKEN THE DEVICE.

without addressing this issue support is side tracking it with a resolution to buy a new device. can FITBIT guarantee that the new device will not break with the same firmware update? If that is the case, how come the firmware is device specific?

[Jcalvarezvg]

I had the same issue and because of your idiotic recommendation, unliking the Fitbit from account, the device failed and it is not able to link, so instead of receiving another Fitbit 5 pebble ASAP I HAVE TO WASTE TIME SENDING IN MY FAILED DEVICE BECAUSE GOOGLE DOESN'T KEEP A HISTORY OF DEVICES. I want to be sent a new unit without further delay!

[abouttoditch]

My Charge 5 stopped working during a training session around 7 am on 27th July 2023.  It shows only the Fitbit logo and the screen doesn't respond to tapping or swiping.  I followed all the suggestions in this "Best Answer", twice, but didn't make any difference.  The Charge 5 won't connect with the iphone and the iphone can't see it with bluetooth.  The Charge 5 buzzes with the restart button and the green light shows on the back, but the display doesn't change.  Stuck on Fitbit logo and is dead otherwise.  Fitbit Support said they'd send an email with warranty details.  The email came - "Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy." and nothing else they can do.  Nowhere to send in the device for repair?  It's just a write-off, for the dustbin.  Reading others' experiences, this problem could have been caused by a firmware update.  The firmware shown in my app was the older one.  Can't see it now that the device is unpaired!!  Surely if it was the firmware update, this is Fitbit's responsibility and they should make more effort to fix the devices!

[abouttoditch]

I would recommend AGAINST following the advice in this Best Answer.  By unpairing my faulty device, i've now lost all the data that was in my phone on past exercise.

[Schloettchen]

I have the same problem. Stuck in fitbit logo - it is sooo annoying!

[MacP]

Exact same thing with me.same time frame toobut mine March of last year and here we are only showing the logo. I have tried all the steps on this site as well as Reddit and others, including a couple of YouTube videos.

  All sites say the same steps to follow. Nothing has worked. 

  I think it's time for the trash!

[6TJS6]

I wish you would stop spreading this ill advised "solution" on the Internet. Big mistake to un-pair it, because you'll never be able to pair it again and then it's game over. Just admit that Fitbit's are junk and go out EVERY year, if your lucky for it to last that long. I've been through 2 in 2 years. The last one was only about a month over warranty, and the best I got from Fitbit was an offer for a discount. No thank you.

[DaVinciUA]

I had 3 broken Charge 5 over the years, the fourth one is on its way as a replacement.

I have lost all hope for the Charge 5, although I loved it so much, when it was working.

[AIF61]

Unfortunately the charge 5 is a piece of crap. Should had kept my 2. Bought my charge 5 January of this year. A couple of months ago, it stopped holding a charge for more than about 1 1/2 days. Spent a ridiculous amount of time on the phone with customer service to no avail. Today I charged it and now I’m having the same issue as you with the logo keeps popping up. I think it’s hilarious how Fitbit continues to display the same solution that doesn’t nothing except cause us to not be able to pair the device with our phones again. Fitbit has become a piece of crap. As much as I resisted it, I think it’s time to look for an apple device.

[Trailboss]

Sadly, I might agree. I get mine for free from work, but they seem to fail regularly. I was out working in the yard today... just using a chainsaw to cut up a bunch of down trees from a storm, nothing special... I decided to burn some of the wood and while I was sitting by the fire I tried to check the time and the fitbit charge 5 just showed the logo. Strange, never saw that before... So I followed the same steps with no luck. Pressing the button 3x to reset the device makes the logo disappear and reappear, but it never restarts. No big deal unpairing a device that doesn't work anyway, just annoying. I'll keep replacing it as long as they are free. If I had to pay for this I'd be really pissed. I'll call support tomorrow, but I doubt this thing is under warranty. It is sad that Fitbit charges so much for these things and the support/warranty is so poor. I mean, good support and warranty would be the value and make it worth the extra cost. Apple may be CRAZY expensive, but they stand behind their stuff.

[AIF61]

I'm sorry to hear you have having the same issues. Mine is pretty much
useless now. In the last couple of days it has gone feom not pairing and
syncing, red x, to the logo flashing, to a total black screen. When I
charged it overnight, it came back on but holds a charge for maybe one hour
and still won't pair. I purchased it on Amazon and apparently the seller I
bought it from is not an authorized reseller so I'm not covered by the
warranty. Fitbit is very much aware that we are all having these issues and
continue with their canned support remarks instead of either updating the
software so we can use our devices again or send us a different model that
actually works. I'm researching another brand now as I've lost all
confidence in Fitbit. Totally useless.

[mkal88]

Similar problem with my Charge 5. The FitBit logo keeps flashing non-stop and it's totally unresponsive.
I tried everything mentioned here and also with the chat support person (who btw, rudely cut me off after

exhausting our troubleshooting options, probably scripted).

I eventually got to the 35% discount offer but my reply was that it is not an acceptable resolution.
My Charge 5 is a little over 1 year old and I took very good care of it. It should either be fixed or replaced, especially if it's due to a Firmware issue.