Alta not responding

[Dancemom17]

Help I am having the exact same issue as several others my brand-new Alta that I've had for less than 24 hours is not responding to any taps whatsoever no matter where I try to tap I tried calling support this morning for a different issue and was on hold for 15 minutes I don't want to call back and be on hold forever again please help

[VeeVee]

I'm having the same problem with my Alta.  It is working in the morning and when I tap it to see the time nothing comes up and it does not count my steps.  I thought maybe it was because the battery was done on it so when I got home I plugged it back in and showed that the charge was full and then it started working again.  It worked all night and then I checked it in the morning it was working.  In the morning again I tapped to see the time and once again it had stopped working.  When I came home I plugged it back into the charger and it read 8:33 so i'm thinking that was when it shut off.  It came back on and is working again.  It still shows that it is 3/4 charged.  Please help.  My friends are kicking my ass in steps right now.

[WendyB]

Try a restart. Sometimes doing it a few times helps. 

Restart
http://help.fitbit.com/articles/en_US/Help_article/How-do-I-restart-my-tracker/

If that doesn't help
Email Support
http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

Phone
877-623-4997

[juleseevans]

I encountered the same issue.  After some trial and error, I learned that unlike normal touch screens where the screen responds to the heat of ur finger, the fitbit seems to respond to the vibration of a quick tap to the screen.

[Dancemom17]

Thank you for the suggestions I did try restarting my Alta once but I will try another restart and I agree I've discovered that if you do tap it extremely hard it might work but it's still very unreliable and even with tapping it really hard it only works about 1/2 the time. This is my first purchase of a fit bit and so far I am not impressed at all either with the product or with the customer service. I had planned on buying my daughter a fit bit for her birthday next month but I don't think that's going to happen unless they get these issues fixed.

Sent from my iPhone

[BWL]

Try tapping on the band just next to the screen!

[Lemmez]

The suggestion from BEL to tap on the band just next to the screen did the trick! Responds every time! Thank you. It was so frustrating when it wasn't responding.

[VeeVee]

My alta keeps shutting down after I charge it. I wear it for few hours then
it shuts down. I plug it back in and it turns back on. I am getting very
frustrated. I tap it on the side and it does not work

[ErickFitbit]

@Dancemom17 @juleseevans I recommend trying out the suggestion by @BWL here, seems to have worked for @Lemmez. 

Also, feel free to check out my tips and tricks for interacting with Alta here. That should give you some more tips that you may find useful.

@VeeVee Thanks for trying all the suggestions in this thread. It sounds like you may be experiencing a hardware issue and recommend reaching out to our Support Team. I am confident that they will be able to provide you with some further assistance to help get you back on track.

[CaptainKrunch]

This is the best advice I've seen about the tap feature. Thank you.

[Taytotot]

Thank you! That was very helpful. 

[SunsetRunner]

I am having the same problem with trying to turn the alarm off.... I have a few alarms set on my fitbit and I feel like I am beating the crap out of my FB trying to get it to turn off.... I have done a restart a number of times.... I wonder if it has something to do with an update.... I never use to have this problem.... I love my fit bit but not sure I want to shell the money out for another one as this one is just over a year old.... 

[Gruntfuttick]

My flex2 will not count steps any longer Battery is charged but has what appears to be a wi if symbol just above green battery symbol

[Shiraz08]

My Fitbit Alta is not responding despite several TAPS. Please help

[Amit_A]

I faced the same issue with a replacement Alta band.

Tried troubleshooting and tapping variances, didn't work. Fitbit support offering another replacement.

[ReneeVdg]

VeeVee I am currently experiencing the same issues. What was the outcome for you when this happened?

[VeeVee]

I ended up getting a new device from fitbit. It was free because it was
under the 1 year and it showed that I was using it regularly. They were
great about it. Haven't had a problem since I has a problem with the
charger breaking and they replaced that too. If you purchased it more then
a year ago they usually will give you 25% off your next fitbit. They have
great service. Good luck.

[Eofni]

Hi,

My fitbit alta stopped responding as soon as I took it off from the charger. I contacted support and after trying everthing, they said it is out of warranty period and gave me a discount for a new fitbit. Since I already have so many different bands I have purchased over the years (they do not fit any other model of course) and don't want to spend hundreds of dollars every two years I purchased a battery from a 3rd party and had an electrician replace it. Working great so far. So if all else fails and you can't get a replacement you can try this approach.

[JnewtonTx]

Spoiler

I am having the same problem!