Charge 5 won't sync/re-pair

[Gengenie]

Bought new Charge 5 in early February. Set it up with my Android app no problem. Have been recover

ing from surgery so have not synced it in a month. Tried today, it would not sync after several attempts I removed the pair and tried to repair but no joy.

I have : restarted the device, which has over 50% charge, and my phone, uninstalled and reinstalled the app. It finds the charge 5 and gives me the code but fails after that.

Advice please 

Moderator edit: format

[DavideFitbit]

Hi, it's good to see you visiting the Community forums for the first time, @Gengenie.

I appreciate all the information that you've shared about the difficulty you're experiencing with your Charge 5 and the troubleshooting steps that you already tried. 

If you haven't done so already, please try the following steps that have been useful for other users: 

• Force quit the Fitbit app. 
• Turn Bluetooth off and on. 
• Open the Fitbit app and sync again

In addition, I recommend that you try restarting the device using the three pulse restart method: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

If you're still having any issues, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. 

[Gengenie]

Thanks, Davide. I confirm I have tried all of those steps and checked the compatibility requirements, etc.

As a test, I just successfully paired my old versa 2, which ironically I wanted to replace for a better service.

This proves my phone is not the problem.

[DavideFitbit]

@Gengenie Thanks for your reply and for confirming that you already tried all the troubleshooting steps suggested. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided with more instructions. In this case, they will let you know how to proceed. 

See you around in the community.