Charge 5 stuck on Fitbit logo

[mcc19606]

Followed the restart steps from the manual but didn't work, so bought a new charging cable, still won't reset, just get the Fitbit logo. Where in Australia can I send it for repair.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @mcc19606. Welcome to the Fitbit 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?

[mcc19606]

Thanks Marre, I had followed these steps and did again just now but Bluetooth isn't "seeing" the Charge 5. I tried it again on my Charge 4 (old Fitbit - stuck together with glue) and it picks it up OK. 

[MarreFitbit]

@mcc19606 Thanks for following the tips and recommendations I've provided above. 

As our last resort, let's try a factory reset. To do so, please follow the steps below:

1. Press and hold the button for about 8 seconds until the screen turns off and vibrates.
2. When you feel the vibration, release the button, then immediately press and hold the button again.
3. Wait for the Fitbit logo to appear, then as soon as the logo disappears, release the button, then press and hold the button again.
4. When your feel the vibration, release the button, then wait for the watch to complete the factory reset.
   
   

Once the above has been done, please proceed to set up your Charge 5 and make sure your Charge 4 is no longer paired to your phone's Bluetooth settings nor your Fitbit app. 

[mcc19606]

Thanks Maree for your great assistance. Alas, it didn't work, following the steps the device vibrates but the screen doesn't turn off. My Charge 5 is destined now for the bin, lasting less than two years.

[Talahthas]

Welcome to the Fitbit community, @mcc19606!

Sad to hear that your Charge 5 doesn't work as expected. Adding to what @MarreFitbit already has mentioned, I'd suggest running the battery of your device completely empty. Then give it a full charge before you try setting it up from scratch.

I'll keep my fingers crossed.

[mcc19606]

Thank you very much. However while it vibrates it isn't resetting. Unfortunately its destined for the bin, and its less than two years old. I appreciate the support Fitbit has provided but looks like, as a pensioner, I will have to try something cheaper and more disposable.