Factory reset from app??

[CLW84]

Seems to be alot of people on here that have had the same issue over the last few days. My fitbit (already a replacement end July23 similar issue blank screen) was working and then stopped. Stuck on fitbit logo or nothing blank screen. Now only get fitbit logo when plug it in to charge which is now not holding either. Had emailed no reply so got on chat on Wednesday evening. They are going to replace but have to send my device back.

They want me to factory reset the device before sending but can't access screen anyone know how can do this via app without losing the data stored? 

Have emailed Thursday evening asking that and another question but still waiting for a response says working on it but they only give you 14 days to send it back or they cancel it all.

Any help would be appreciated. 

[RiekoC]

Hello @CLW84 

There isn't a way to do a factory reset from the Fitbit app. This is a shortcoming for the Charge 5.

Although it shouldn't be this way, I've noticed Support is not the best at responding to emails.

Since you have a short window to return the device, personally, I would return it as and include a note that you were unable to do a factory reset since there's no display, which is needed to access the Settings menu on the device.

Lastly, you will have to be your own advocate and continue to followup with Support until you get confirmation that they received your device and have shipped your replacement. Make sure to keep track of your original case #.

[CLW84]

Thank you for replying to my post. 

I had noticed that with with emails. It wouldn't take me to chat when put about reset as an option only x and Facebook when pressed Facebook nothing happened. 

They eventually responded and said can't do factory reset via app. Which gathered anyway. So if screen blank they shouldnt send a generic message asking to do a factory reset???

Returned my device had to find a DHL express point to send it from so can track it that way. I will not let up I've had the charge 5 about 18 months and this when get replacement be the 3rd one in that time. 

If they weren't going to do anything was going to look at a different brand to try as they expensive for them to keep having faults/problems.