Charge 5 stuck on a red X

[AnnaKV]

 what to do?

Moderator Edit: Clarified subject

[TOB9990]

I have exactly the same issue, as usual my fitbit was working fine 2 days ago and then out of nowhere it crashed and started messing about and now it has the red circle with the cross in it

What is going on ?

[Talahthas]

Welcome to the Fitbit community, @AnnaKV!

Sad to hear you're having issues with your Charge 5.
As a first approach to hopefully get things fixed, I'd suggest restarting it. Before doing so you should make sure you've synced your device to not lose any data tracked so far. Also you should verify that the charging contacts on your device are clean and the charging pins on it's charging adapter are clean as well and can move flawlessly. In doubt please have a look here:

How do I clean my Fitbit device?

Next please closely follow these instructions as timing is crucial for this procedure:

1.) Connect your Charge 5 to the charging cable which has to be connected to a reliable power source.
2.) Press the button located on the flat end of the charging cable 3 times within 8 seconds(!), holding each press for about 1 second(!).
3.) Wait around 10 seconds until the Fitbit logo appears on your device's display.

I'd like to point out that it sometimes requires more than one attempt to restart Charge 5. So, before throwing the towel, please give it another try.

If that really won't work for you, please try if changing your device's clock face will get it back to working order. Here's how to do that:

How do I change the clock face on my Fitbit device?

I'll keep my fingers crossed.

[MarreFitbit]

Hi there, @AnnaKV. Welcome to the Fitbit Community Forums. Thanks for the image attached on your post, we're here to help you! 

I agree with @Talahthas tips and recommendations, however, 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. 

@TOB9990 It's nice to see you around! Thanks for the details provided in your post. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. Thanks in advance! 

[vcaudell]

Same thing happened to me.  It locked up at 7:16pm last night and gave me the black screen.  At some point it displayed a red circle with an X in the middle.  That has gone away and it's back to the black screen.  I done the three button push on the power cord three times and still nothing.  Yes, the power cord was plugged in and attached to the fitbit.  Yes, I waited one second between each push.    There has been some wonkiness with the fitbit over the past week or so and I believe it has reached it's EOL but I'm not sure. 

[vcaudell]

I did that several times and nothing.  No screen, no more circle, just a black screen.  My Fitbit app says the phone as not been connected since 7:16pm last night which is about the time I noticed the screen go black.  The three button reset did notwork.

[AnnaKV]

Hi, 

doesn’t work, i have tried several times 😩

[AnnaKV]

Hi, 

doesn’t work, i have tried several times. How do I use the warranty?

[RiekoC]

Hello @AnnaKV 

You should contact Fitbit support (<-- click link) regarding warranty options. It would probably be best if you can call rather than communicate by email or direct message.

Although it shouldn't have to be this way, you will need to be your own advocate and followup with support if you don't get resolution in a few days. Make sure to keep track of your original case #, too.