Charge 5 won't sync

[Reneenjerry]

Hi.  My fitbit isn't  working when I double tap.  I went to settings, and it shows it did a sinc 17 hours ago and had red exclamation icon.  I clicked but wouldn't  sinc.  I turned  off Bluetooth and back on.  I turned phone off and on and Nothing. 

I have an android phone.  I'd hate to delete the app bec I'd have to reset everything  and I'm very tech dumb.

Can someone  help?  Thank you.

Moderator Edit: Clarified subject

[Talahthas]

Welcome back to the Fitbit community, @Reneenjerry!

Sad to hear you're having issues with your Charge 5.
As a first approach to hopefully get things fixed, I'd suggest restarting it. Before doing so you should make sure you've synced your device to not lose any data tracked so far. Also you should verify that the charging contacts on your device are clean and the charging pins on it's charging adapter are clean as well and can move flawlessly. In doubt please have a look here:

How do I clean my Fitbit device?

Next please closely follow these instructions as timing is crucial for this procedure:

1.) Connect your Charge 5 to the charging cable which has to be connected to a reliable power source.
2.) Press the button located on the flat end of the charging cable 3 times within 8 seconds(!), holding each press for about 1 second(!).
3.) Wait around 10 seconds until the Fitbit logo appears on your device's display.

I'd like to point out that it sometimes requires more than one attempt to restart Charge 5. So, before throwing the towel, please give it another try.

If that really won't work for you, please try if changing your device's clock face will get it back to working order. Here's how to do that:

How do I change the clock face on my Fitbit device? 

I'll keep my fingers crossed.

[MarreFitbit]

Hi there, @Reneenjerry. 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 experiencing syncing issues. I understand how you must be feeling, we're here to help! @Talahthas Thank you so much for your input! 

I've seen you contacted our Support Team after posting here and they've already assisted you. If the steps that our team has provided did not work, please feel free to contact them back for further assistance. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

[Reneenjerry]

Thank you.

Take care,

Renee and Jerry

[Reneenjerry]

Thank you

Take care,

Renee and Jerry