Charge 5 stuck on the Fitbit logo

[Storyteller935]

My fibit screen randomly wouldn't show.

I plugged it in, tried to reset it. It vibrated by nothing showed. I left it uncharged for a day. Plugged it back in to reset it and the logo popped up.

The logo stays on, no other aspect of the screen loads. It won't connect to the app for updates. Suggestions?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Storyteller935. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is stuck on the Fitbit logo. I understand your concern, I will do my best to help you with this!

As per the description of your post, it seems like you performed a factory reset while trying to do a restart, that would explain why you're getting the Fitbit logo. With that being said, please try the following steps in the order listed while your Charge 5 is connected to the charging cable:

• Unpair your Fitbit device from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Charge 5 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[Storyteller935]

Hello,

I shut off my Bluetooth, disconnected devices, and shut my phone down as
advised.

Upon turning everything on and trying to connect to my fitbit device, my
Bluetooth cannot locate the device.
Nor was the app able to pair it.

The device is still plugged in and has the logo on the face.

Please advise as now I cannot see any of my stats on the app due to the
disconnect.

Alicia

[MarreFitbit]

@Storyteller935 Thanks for getting back to me and for trying the steps I recommended. 

To better assist you, I suggest reaching out to our Support Team who will be able to take a closer look into this issue and provide further help. This form is only meant for you to use. Click here to get access to it.