My Charge 5 is blank

[MellyRed]

My charge 5 is blank...cannot reset it or reboot tried both still blank....it did a firmware update and still nothing. And now the little silver plate on the back has fallen off..my phone registers the fitbit via the app but it's not tracking anything and it's fully charged. I have had nothing but issues and am getting frustrated with the 5

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Community forums, @MellyRed. 

Thank you for sharing that you've having this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

If you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, it's usually recommended to try these additional steps that have been useful for other users with a blank screen:  

1. Please sync your device in the Fitbit app. 
2. If you  can't sync:
   • Remove the device in the Fitbit app.
   • Uninstall and reinstall the Fitbit app.
   • Set up the device again.
3. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

From what you mentioned, it seems that you already tried a few steps shared in the forums to try to resolve the problem. If you continue to experience this inconvenience after the steps suggested and since you're also had this problem with the silver plate on the back of the device, I recommend that you get in touch with the Customer Support team for further assistance with this. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. Click here to get connected

See you around.