Replacement charge 5 - missing data in Fitbit app

[Jczich]

I have just got a replacement charge 5 after the previous one stopped working (again!). I set it up on Friday but data is missing or not working in the Fitbit app.

- tap on steps and there is no data, only grey blocka

- no hourly activity data

- sleep is showing the data for the night the last Fitbit stopped working, 

not had these issues before. Some of these seem to issues other users are having i.e. the no hourly activity.

Any ideas of how to fix? 

[MarioSFitbit]

Hi @Jczich and welcome back to the forums. 

Thank you for bringing this to my attention. I wanted to let you know that it has been escalated to our team, and they are working to implement a fix as quickly as possible.

I appreciate your feedback and apologize for any inconvenience this may cause. Furthermore, I'll update this thread as soon as I have more information.

[Jczich]

Hi 

any update on this? There’s no improvement and I think my faulty Fitbit replacement is also faulty?

[MarioSFitbit]

Hi @Jczich and welcome back to the forums. 

Our team is still looking at this issue and working on a fix. 

I understand your feelings about this situation, and this is definitely not the experience we want for our customers.

This workaround worked for some customers: you may need to try uninstalling and reinstalling the application to see the desired results. It's worth a try.

There should be no loss of information as long as you sync your device beforehand.

Please remember to:

• Logout.
• Uninstall.
• Reinstall.
• Login.
  
  All your feedback is more than welcome and useful for our developers.

I'll be posting here any updates about this situation.

[Chloesydney]

My Charge 5 died also.  This is the second one that did this.  App says battery is full but it can't connect to the device to sync and the device has no display.  I have had several fitbits over decades and this is so frustrating.  I logged into the app and do not have any data either!  I finally chose to buy a Samsung Galaxy 7 instead as I am tired of replacing fitbits and when I went to sync my data to Samsung via healthSync I do not see any of my data. Where is it?  Is everything lost now?