Deleted app, when reinstalled Charge 5 refuses to recognise my sign-in details

[Jahar]

My Charge 5 started clocking crazy numbers for active minutes. A reboot of the fitbit failed to work so tried deleting app and reinstalling. After reinstalling, the app refused to recognise my sign-in details although they are  still recognised by the online site. So now unable to sync. Also - fitbit still logging crazy figures for active minutes. Can anyone help?

[Gr4ndp4]

Hi, @Jahar, welcome to the community, can you please provide more information "Charge 5 started clocking crazy numbers for active minutes" - you might find this article of interest What are Active Zone Minutes or active minutes on my Fitbit device? - Fitbit Help Center 

If your issue persists then I suggest you factory reset your Charge 5 as demonstrated in How to Erase Fitbit Charge 5 (Factory Reset / Clear User Data) - YouTube.

If you are not able to do this then 

Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger. 2. Insert the other end into the port on the back of your tracker. 3. Press and hold the button for 10 to 12 seconds, until you see the Fitbit icon and a version number (e.g. "V30").

It would probably be a good idea to clear cache & storage in the Fitbit app on your phone, delete it, restart your phone & reload the Fitbit app.  You should then go through the set-up procedure again Fitbit Charge 5 Unboxing and Setup (Lunar White / Soft Gold) - YouTube demonstrates. If you had the Charge 5 paired with the Fitbit app on your phone previously you will lose any data not synced.

Are you logging in with your Google account?

I hope this is helpful but if you are still stuck please post here again.

Cheers

[Jahar1]

Hi - Thank you. I have conducted a factory reset, so I hope that will improve things. Now I cannot link the reset Charge 5 to my online account - is there a way of doing this? Thanks

[Jahar1]

Hi @Gr4ndp4 Thank you. I have conducted a factory reset, so I hope that will improve things. Now I cannot link the reset Charge 5 to my online account - is there a way of doing this? Thanks

[Gr4ndp4]

Hi, @Jahar1, thanks for the update. you'll have to re-pair your Charge 5 to the Fitbit app on your phone. I suggest you start from scratch by going into the Fitbit app settings delete cache & storage, delete the app from your phone & restart your phone. Reload the Fitbit app & set it up again. this video demonstrates the process.

Let us know how you get on.

Cheers

[Jahar]

Could you tell me please how to delete the cache from the app? Can’t find anything in the app that allows me to do that.

Thanks.

James

[Gr4ndp4]

Hi, @Jahar, On an Android phone (I do not have an iOS phone) go to the phone settings>apps>Fitbit>Storrage & Cache>clear storrage>, clear cache.

Let us know how you get on.

Cheers