Charge 5 stuck on Fitbit logo

[Juleslaw3]

I have already troubleshoot all suggested remedies and no luck.

Moderator Edit: Clarified subject

[GMR2000]

I had a same problem.

I got a replacement watch by fitbit support centre.  But it was under warranty period. Good luck.

[Gr4ndp4]

Hi, @Juleslaw3, welcome to the community, have you tried restarting your Charge 5? This video demonstrates the process from 1:29. Let us know how you get on by posting here again. More information will be helpful, is your Charge 5 syncing with the Fitbit app on your phone, is it holding battery charge? how long have you had it?

Let us know by posting here again.

Cheers

[MarreFitbit]

Hi there, @Juleslaw3. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still stuck on the Fitbit logo. We're here to help you!

If the steps provided by @Gr4ndp4 don't work, please try the following in the order listed:

• Unpair your Fitbit device from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Charge 5 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

@GMR2000 Thanks for stopping by in the Fitbit Community Forums. I'm glad to hear that our Support Team was able to help you. I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[Juleslaw3]

I have done all of the above twice now. first time the fitbit logo stayed
on screen, 2nd time now the screen is just black. it also won't connect to
Bluetooth. I'm very frustrated as I need this for my doctor check in.

[Melaniestaats]

Hello. Having the same problem. I have followed the instructions on the video and now my screen is black. Any other ideas?

[Juleslaw3]

YES! Mine is too now

[Juleslaw3]

So is mine now, I've done all the troubleshooting and it's just black screen. This is just unacceptable, no one at Fitbit has responded to me although I've done all their "chat" troubleshooting. it's still under warrantee.

[Gr4ndp4]

Hi, @Melaniestaats & @Juleslaw3 , Allowing you have followed the advice of @MarreFitbit  I think your best way forward will be to talk to "Customer Support" using the chat facility or phone for a prompt response. It's a good idea to note the steps you've taken & the results so you can brief the agent clearly.

If your device is less than two years old you may still have the benefit of  Fitbit's return and warranty policy

This will depend on who you bought it from and where and when you bought it. The agent will need this information if it has an impact on your case.

I hope this helps.

Cheers