Fitbit Charge 5 not responding, red light on back

[PiekePaolo]

Hello Fitbit,

My Charge 5 has had an issue for a couple of days that it won't respond and won't connect with the app. I've tried changing the clock face and resetting with the cable button but nothing has worked so far.. I've seen other people on this forum that have had the same issue and I'm looking to get in touch with someone from the community who has the answer or someone from Fitbit that can help me further.

[Julia_G · Accepted solution]

Hi, @PiekePaolo , if you have tried the reset procedure and changing the clock then you have tried all the usual troubleshooting steps. I am not certain if you are able to access different screens on the Charge 5 or if it is totally unresponsive.  If you are able to access different screens you could try the hard (sometimes called factory) reset which clears all data.  From the clock screen swipe down on the Fitbit until you come to the settings.  Swipe up to find device info, tap to open and find “clear user data”.  Follow the instructions there for confirming the reset.  If this works the screen should go blank for a time and then you should see the Fitbit logo and feel a small vibration.  You will lose any unsynced data (but previous data loaded to your Fitbit account) will be there.  You will need to reset up your Fitbit.

If your watch is completely unresponsive so that you cannot swipe to other screens and a restart or clock face change does not solve it, then your best bet would be to get in touch with Fitbit Customer Support on Contact.fitbit.com .  They will let you know your options.

Welcome to the forums!

[PiekePaolo]

Thanks for the welcome and the reply Julia!

I'm unfortunately locked out of that option as the screen is completely unresponsive.. I'll take your advice and get in touch with fitbit through their site and hope they can give me some option to fix it.