Charge 5 stuck on a red X

[ddddww]

My fitbit charge 5 has an X on it. I've tied resetting it but nothing works. I emailed Fitbit over a week ago and have never heard back. It's only a year and a half old. Can anyone suggest how I can get it working again?

Moderator Edit: Clarified subject

[RiekoC]

Hello @ddddww 

A user was able to get their Charge 5 working again after exposing it to freezer temps. Here's the thread (<-- click link), if you want to read it.

I'm not sure that this will work in your case, but it might be worth a try.

FWIW, email appears to be the least effective way to contact support and get a response. Here's the link for contacting Support   Complete the prompts until you get the option to chat or call.

[MarreFitbit]

Hi there, @ddddww. 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 unresponsive. I understand your concern, we're here to help you! 

Have you tried the recommendation provided by @RiekoC?

I've seen that our Support Team did get back to you asking some questions in order to continue assisting you. If you did not receive the email, please make sure to check your spam/junk folder. Feel free to reply back to the email so our team can further assist you. 

[Twosenuf]

Now my Charge 5, only 1.5 years old, is a brick. Unresponsive with a red circle with a white x inside. Cannot get it to hard reset or respond at all. Anyone found a solution yet?  TIA

[MarreFitbit · Accepted solution]

Hi there, @Twosenuf. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post, I'm sorry to hear that your Charge 5 is stuck on the red X. 

If you haven't done so yet, I'd recommend trying them in the order listed below:

1. Complete the 3 pulse restart procedure method using the charging cable once again.
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, please try tapping on your profile picture > Charge 5 > Tile to see if the firmware banner appears (since a new firmware version has been released for the Charge 5).
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display.