Charge 5 stuck on the Fitbit logo

[Tootsie617]

Today, my Charge 5 started flashing the logo only. I spent an hour on the phone with customer support. Unfortunately, English wasn't his first language. He was unable to send an email to me and was able to send a text after 30 minutes. He spelled out a code for discount but there is no where to put in the cart and I am not sure that I have the right code.

Can anyone tell me how to reset the Charge 5? It has been removed from Bluetooth and from the app as instructed. Nothing seems to be able to find it.

Update: 

The code that I was verbally given because the customer service person sent an email that never came through was invalid. ********

He could not understand me and I could not understand him - Fit bit is probably fixable. 

Is there any hope of getting the correct discount code?


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Tootsie617. It's nice to see you around the Fitbit Community Forums. Thanks for the details provided in your post. I'm sorry to hear that your Charge 5 has stopped working. We‘re taking your comments and sentiments in regards to our products and services into consideration. 

I'm afraid to say, but if our support team has offered you a discount that means that there is nothing we can do to fix your Fitbit device. I cannot longer provide you with some troubleshooting steps as they will be attempted with no avail. 

Regarding the discount, I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases/process, there's no so much we here in the forums can do for you as this is something that our Support Team handles directly with you. What I can advise you is to check your junk or spam folder to see if the email went there. Do you have an alternative/second email address that you might have provided to our team during the interaction? If that is the case, please also check that email. 

Nevertheless, please feel free to reach out to our team again if you need further assistance. Thanks in advance! 

[Tootsie617]

@MarreFitbit

The discount code received from customer service did not work. He was unable to send an email with the code. He read me the code but English was not his first language. R was said as “er”. My email starts with a D, the customer service agent was using a B instead of D. 

I am unable to use the discount code as it was read to me instead of sent via email or text. My understanding from your response tyat because I have a code that doesn’t function, Google/Fitbit can no longer help me. 

I have had a Fitbit since 2016. The Charge 5 goes down on a regular basis a few times a year.