Data reverts back to zero on my Charge 5

[luke_bowden31]

I've had my Fitbit Charge 5 for a while now and not had many issues. On Saturday, after tracking a Parkrun on my Fitbit, the step count, distance, calories, and active minutes have become stuck and are not increasing. Even days later, they all show the same count despite the change in time and date. When the battery dies and I charge my watch, it reverts back to last Saturday morning for time and date until I sync it with my phone.

Syncing it with my phone corrects the time and date, but all other counters are stuck and do no update on my watch or on the Fitbit app. The battery seems to be draining much quicker since that has happened as well.

I have restarted my watch using the button on my charging wire, I have attempted to sync my device multiple times and deleted and reinstalled the app on my phone before trying to sync again. Unfortunately nothing has worked. Any help would be appreciated!

Moderator Edit: Clarified subject

[RiekoC]

Hello @luke_bowden31 

Is it your Charge 5 that isn't showing your current data or is the app not showing your data after a sync?

[luke_bowden31]

Hi RiekoC,

It's both of those things. My watch is stuck on all counters and when I sync it with my phone, it doesn't show any activity recorded.

[RiekoC]

Hello @luke_bowden31 

Thank you for the additional information.

By any chance, have you had a chance to try changing the clock face to see if that will get your Charge 5 back to tracking your data?

If you have tried this and it didn't work, then you've pretty much tried the recommended troubleshooting. The next step would be to contact Support (<-- click link) to see if they have any other suggested troubleshooting steps to try. Complete the prompts until you get the option to chat or call.