Charge 5 won't sync nor track anything

[PCarrabin]

Hi there. My fitbit charge 5 has not operated correctly since Sat afternoon. I have experienced a number of issues. I have had the blue dot reset screen appearing every few minutes. I have had the red circle with white x inside it. Steps, heart rate, sleep etc are not being recorded. The sensor light that measures pulse etc is not functioning. I have tried resetting the device, unpaired it etc. Now, it will no longer pair at all.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @PCarrabin. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not working properly. I understand your concern, I will do my best to help you with this!

In addition to the steps you've done so far, I'd recommend trying the following in the order listed:

• Unpair your Fitbit device from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Charge 5 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

If the above doesn't work, may I know if you're able to access the Charge 5's settings? 

[PCarrabin]

Hi Marre. Thanks for your advice. I tried that approach. Unfortunately, as soon as i disconnected the charge 5 from the charger, the display disappeared and went back to the blue dots. I am able to access the Charge 5 settings screen.

[MarreFitbit]

@PCarrabin Thanks for getting back and for the information provided. Since all the steps you tried didn't work, you have a Charge 5 and report it's not syncing anymore, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it. 

[PCarrabin]

Thanks, Marre. I have submitted the form now.

[sage925]

Hi Marre, I am having similar problems reported by PCarrabin.  Charge 5 had not reset itself overnight (still counting yesterday’s steps), updated mobile app to Fitbit 4.35 this morning but Fitbit Charge 5 and phone now do not/will not pair, despite following steps you outline above.  I used the same link provided to PCarrabin to report this directly to you.

[sage925]

Update - I retried the pairing but followed the description of steps by Von14 on April 18, 2023-see below.   My charge 5 is now paired with my phone. But there is still an issue as my daily steps for today on my phone and my charge 5 do not agree.  The mobile app includes yesterday’s steps as well.

[sage925]

Now resolved, magically.  No efforts on my part.