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Charge 5 stuck on Fitbit logo

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‎02-16-2023 11:22 - last edited on ‎02-16-2023 12:23 by Fitbit Moderator

‎02-16-2023 11:22 - last edited on ‎02-16-2023 12:23 by Fitbit Moderator

In the middle of the night, my Charge 5 lit up with the Fitbit logo. I’ve tried resetting by tapping the little button on the charge cord, but have been unable to get it back to any regular display and tracking. 

 

 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎02-16-2023 23:04

‎02-16-2023 23:04

Similar issue, and it seems a lot of people have the same. Mine started with a reboot loop - also a common symptom according to online commentary. When I followed the reboot procedure, I got to the same point you are @Swimshep. There are a lot of articles and videos showing the reset procure, but nothing beyond that if it doesn't work. Oddly, some people refer to having the device for six months. That's my experience too. Purchased August last year. The only valid option I've seen is to contact Fitbit support and potentially get a replacement. That seems like an admission that the product has a design flaw. Very disappointing if that's the case. 

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‎02-17-2023 00:12

‎02-17-2023 00:12

My FitBit charge 5 suffered the same luck with same problem. Its just about 1 year. Not sure what to do now. 

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‎02-17-2023 00:59

In response to geekmj

‎02-17-2023 00:59

Well, credit where it's due. I contacted customer support through the chat and they did a good job. I'm eligible for a replacement. My advice:

  1. Follow the instructions regarding the reset.
  2. Contact customer support
  3. Describe the process you went through to troubleshoot
  4. They asked me to photograph the device with a number they gave me hand-written on paper in the photo
  5. They wanted to know where I bought the device. I sent a screen shot of the receipt with all the details.
  6. They emailed through a replacement offer. 

We'll see how the next step goes, but so far that has been painless.

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