Charge 5 won't track any of my stats

[Kathryn105]

Hi! So yesterday, my charge 5 suddenly went blank, so I plugged it in, assuming it had randomly died even though it had been at almost 50%. When I plugged it in, the fitbit logo showed up so I left it plugged in for a while, then took it out overnight, and by the morning, it had turned on again. I was excited because I thought it was fine but when I looked at it, it was showing my steps and stats from yesterday up until it died. I synced it on the app hoping that would fix it but that just set everything at 0 and it wouldn't track my steps, heart rate, etc, and said it wasn't detected on my wrist. It sounds like this has been a recently problem for a lot of other people with Charge 5 recently, and I've tried everything that's been suggested, and nothing has worked. I'd love any advice, seeing as I've only had this for just over a year, and for the price of it, I feel that it should be lasting a lot longer. Thank you in advance!

[EstuardoFitbit]

@Kathryn105 Hey there, welcome to the community!

Thanks for troubleshooting your Charge 5 with the steps shared in your post.

I'd like to confirm if you've tried restarting the watch using the button on the charging cable. If you haven't done so yet, please follow the instructions described here. If you've already done that, since this looks more like a connectivity issue, let's perform a Set up as New. To do so, follow the instructions below: 

• Verify that the application does not have any pending updates.
• From the application, press the icon of a watch and a mobile phone located at the top of it.
• From the list of devices that appear, choose Versa 4 again
• You will see the option "Replace with new Versa 4?", which you should do
• Follow the on-screen instructions.

Please keep in mind that it is not necessary to delete your device before you do this process. You can also follow the instructions listed here if needed. 

[Kathryn105]

Thank you for your quick reply. Yes, I've tried restarting it multiple times on both the device and using the button on the charging cable. I tried to do what you suggested with the set up as new but I don't see any option to "replace with new charge 5" without deleting my current one. Just as another update - after it dying again, I charged it to what it said was 100% and about an hour later it died again. So while it could be a connectivity issue, it seems like a more universal bug with the Charge 5 that others are experiencing as well. What do you suggest?

[RiekoC]

Hello @Kathryn105 

I don't believe you will see the actual words "Replace with new Charge 5" when you tap on "Add more devices". What you do is select Charge 5 from the list of devices. When you do this, the app will "remove" the Charge 5 and "add" your Charge 5, basically replacing it. It's the same device, but doing this allows you to set up the device as if it was a new one.

[Kathryn105]

Hey, thanks for the tip! I tried doing that but my Fitbit is now showing a white x with a red circle around it and won't respond to charging or anything. So it's now unlinked from my phone without any way to link it again which makes it tricky. Any other suggestions or is it worth just calling customer support? I'm just quite disappointed that it's stuck in this unresponsive loop and I've only had it for just over a year.

[RiekoC]

Hello @Kathryn105 

Sorry to see that you've gotten stuck and can't proceed.

There's another unconventional troubleshooting step you can try before contacting Support. A Charge 5 user was able to recover their device by subjecting it to freezer temps. If you would like to try this, here's the thread (<-- click link) where they described what they did.

If that doesn't work, here's the link to contact Support (<-- click). Complete the prompts until you get the option to chat or call.

[nealsonwheels14]

Im having the exact same issue. There is no reset button on the charge 5 charging cord though??? 

[RiekoC]

Hello @nealsonwheels14 

There's a small inset button on one side of the USB end of the charging cable that came with your Charge 5. This help page has the instructions on how to reset the Charge 5 (<-- click link)