Charge 5 stuck on message "To start download the Fitbit app"

[mikevl]

The fitbit stopped working with my phone app for fitbit.  I uninstalled the app and reinstalled it.  The fitbit continues to say 'download the app' I can't get past that message to reset the fitbit charge.  I have used the cable received with the fitbit charge and tried that.  Still nothing.  Why will it not continue?  Its a brand new fitbit.

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @mikevl, welcome to the community. If you look at the Fitbit app on your phone "Today" screen touch the icon in the top left corner, if your Charge 5 tile is not present you will need to go through the pairing process again.

Let us know how you get on.

Cheers 

[Rich_Laue]

It is possible that the Charge 5 was reset without removing it from the fitbit account.

I would do an add device and setup 

[MarreFitbit · Accepted solution]

Hi there, @mikevl. Welcome to the Fitbit Community Forums. Thanks for trying to solve the inconvenience with your Charge 5 before reaching out. We're here to help! @Rich_Laue @Gr4ndp4 Thank you for your help and input! 

As per the message on the watch's screen, it seems that your Charge 5 is asking to be paired. With that said, I'd suggest following the steps below:

• Check if by any chance your phone's Bluetooth shows the Charge 5 as a connected device. If so, please unpair/remove it.
• Remove the Charge 5 from your Fitbit account.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up your Charge 5 again.
• If there is no connection, restart your Charge 5.

If you can't get started with your Charge 5, usually a missing requirement is the cause. Carefully review the requirements provided in the help article Why can't I set up my Fitbit device? 

If you continue having syncing difficulties after linking your Fitbit device, please see Why won't my Fitbit device sync?