Charge 5 won't pair to my phone anymore

[Champ1cm08]

My charge 5 froze and I went through all the recommended steps of unpairing and restarting. The issue is that now it is unpaired and cannot be detected by my phone, since it will not do the factory reset. I only have the one phone for pairing, so I am unable to test on another device.

Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @Champ1cm08!

Sad to hear that you're having issues with your Charge 5. I'd suggest to clear cache and memory of your Fitbit app and uninstall it from your phone. Then make sure that your Charge 5 isn't listed as a Bluetooth device before restarting your phone. Next please reinstall the Fitbit app on your phone.

You've mentioned that your device won't do a factory reset. Please try to do that again. If you're out of luck, please follow these steps:

1.) Connect your Charge 5 to the charging cable which has to be connected to a power source.

2.) Press the button located on the USB plug of the charger 3 times within 8 seconds, holding each press for about 1 second(!).

3.) Wait 10 seconds or until the Fitbit logo appears.

Now try to set up your Charge 5 from scratch. I'll keep my fingers crossed.

[MarreFitbit]

Hi there, @Champ1cm08. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. @Talahthas Thank you so much for your help!

In addition to the steps you've done, please try the following in the order listed:

• Make sure that your Charge 5 is fully charged.
• Unpair your Charge 5 from your phone's Bluetooth and also make sure it's no longer connect to your Fitbit app. 
• 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? 

[Champ1cm08]

Hello,

Thank you for your response. Yes, I’ve gone through all the instructions
found in the forums including the once you’ve suggested. In spite of this,
the Fitbit will not pair.

[Talahthas]

You're welcome, @Champ1cm08!.

You mentioned that your Charge 5 "will not do the factory reset". What exactly happend after you have tried that reset on your device?

[Champ1cm08]

As mentioned, I have tried every troubleshooting suggestion already
mentioned on these forums. The Fitbit logo flashes for a second and nothing
more. My phone is unable to pair with it as the four number pin does not
appear on the watch screen.

[Talahthas]

Thanks for your fast feedback, @Champ1cm08!

If I don't get that completely wrong, your Charge 5 might be defective. Therefore I'd suggest contacting Fitbit support to get further assistance:

Fitbit Support Contact