Charge 5 stuck on Fitbit logo

[kn13]

The screen froze on the fitbit logo and won’t respond and doesn’t reset when i hit the button on the charger. What do I do?

Moderator Edit: Clarified subject

[Talahthas]

@kn13 Welcome to the Fitbit community!

Sad to hear that your Charge 5 isn't working properly. As restarting your device isn't done by hitting the button on the USB plug of the charging cable only once, please follow these instructions to give that a try:

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.

If this doesn't work for you, please contact Fitbit support to get further assistance as your Charge 5 might have technical issues:

Fitbit Support Contact 

[MarreFitbit · Accepted solution]

Hi there, @kn13. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. 

Please note the issue you're having comes from performing a factory reset without first unpairing your Fitbit device from your Fitbit account and phone's Bluetooth settings. With that being said, I suggest following the steps below in the order listed:

• 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? 

If you continue having difficulties to update your Fitbit device, see Why can't I update my Fitbit device?

@Talahthas Thanks for your help.