Charge 5 stuck with Fitbit logo on screen

[Enkske83]

My screen is stuck, it has a fitbit logo and won’t react on swiping of anything else. Also the 3 times pressing the charge-cable won’t work…

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Community forums, @Enkske83. 

Thank you for sharing that you've been experiencing this inconvenience with your Charge 5 and that you already tried a few troubleshooting steps. 

In this case, since you already tried the three pulse restart method and you continue to experience the same inconvenience with the logo being stuck on the screen, I recommend that you get in touch with the Customer Support team for further assistance. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a great day. 

[Enkske83]

Thanks you. I returned the fitbit and I’m getting a new one, since this one does not work anymore, so problem solved hahaha!

Verstuurd vanaf mijn iPhone

[DavideFitbit]

@Enkske83 Thank you for your reply and for sharing your feedback, I'm sorry to see that you had to return your device due to this inconvenience. 

Have a good day. 

[DKing327]

I'm having the same problem and I've only had mine for 7 months. Thankfully I bought it on Amazon and plan to return it. I haven't been thrilled with it anyway.

Good bye Fitbit

[DavideFitbit]

Welcome to the Community forums, @DKing327. 

I'm sorry to see that you've decided to return the device due to this inconvenience. 

In case you still have the device with you, you can try the steps here below that are usually helpful with display issues: 

1. Complete the 3 pulse restart procedure.
2. Follow these steps in case you're having trouble to charge your device. 
3. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
5. 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. 
6. Make sure the device is still set up properly in your account.