Charge 5 stuck on Fitbit logo

[cpstone1]

My wife received a Charge 5 for Christmas last year. Since July, it will not turn on or move past the Fitbit Logo when plugged in to charge. 

I've cleaned the charging ports several times. I've drained the battery and recharged it on several devices, but no change. I've tried the "hard reboot" of it by pressing the button on the charger 3x in 8 seconds and waiting for it to reload, but nothing again. I've pressed and held the charger button for 10 seconds, and still no luck. I've done every iteration of these steps alone and together I can think of or find, but the device will not move past the Fitbit logo. 

Is there a way I can return it for repair? I'm happy to pay, but it's stuck in this loop such that I can't even find the serial number for it.

Moderator Edit: Clarified subject

[MakMak]

Hi, @cpstone1! Since it's linked to her account you don't need that information. You should be able to contact Support directly and have them help you out. Just remember that the warranty in a lot of places is 1 year, so contact them soon!

[RiekoC]

Hello @cpstone1 

Here's the link for Support: https://support.google.com/fitbit/gethelp?hl=en

Complete the prompts until you get the option to chat or call. It might be better for you & your wife to call and speak to an support agent.

[Rich_Laue]

Have you tried setting the tracker up as a replacement. Without removing the tracker, try adding it to the app. Doing it this way, if the setup fails, the tracker doesnt get removed from your account. If the setup works, the data on the tracker is usually preserved.