Charge 5 stuck on a red "X"

[NanouNorman]

Hi, i tried to post something already bur idk if it worked so i’m trying again, sorry if i posted the same thing twice 😬. I am on holiday in Portugal, and I swam a lot with my Charge 5 (I don't know if it's good for swimming). But yesterday, my watch stopped working. It first showed the logo, and then it was completely black. It did nothing, so I tried to let the battery die, and now I charged it, and I see a red circle with an x. I don't know what to do. I have had my Fitbit since January.

Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @NanouNorman!

Sad to hear that your Charge 5 doesn't work as expected. As you've already tried to see if it will back to working condition after having let the battery completely drain, I don't think restarting your device will change anything. But you could try to change the clock face of your Charge 5 to a different one to see if it will be working fine afterwards. Here's how to do that:

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

Make sure to keep your Charge 5 and your phone next to each other within Bluetooth reach until the process is done.
If your Charge 5 will be working fine afterwards, you can switch back to the Clock face you've had before.

Charge 5, btw, is meant to track swimming exercises and it will stay in good condition if you pay attention to the points mentioned here:

Can I swim or shower with my Fitbit device? 

Have a nice vacation!

[MarreFitbit · Accepted solution]

Hi there, @NanouNorman. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. 

If the steps recommended by @Talahthas don't work, please note there are some general recommendations that are usually helpful with any type of display issues. If you haven't done so already, please try the steps listed here below that have been useful for other users:  

1. Complete the 3 pulse restart procedure method using the charging cable.
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. 

Nevertheless, ifyour device got wet, it’s important to take it off and dry it well before putting it back on. On the other hand, if your device has come into contact with any liquid other than fresh water, you should clean it with fresh water and a soap-free cleanser and dry it with a lint free-cloth.