Alta's display not turning on

[Jeanie67]

My Alta completely stopped working today. Battery was not dead, I have follwed every instruction I could find online to reset it..nothing works. The display is dark, tapping it does nothing. I deleted it off my app, uninstalled the app, restarted my phone, reinstalled the app amd now it won't install the Alta because the Alta isn't working. I have the Alta on its charger, still nothing. Display is dark, pushing that little button on the charger cord does nothing... any other ideas, suggestions, advice????

Moderator edit: updated subject for clarity

[andrea444]

If you haven't already, call or email customer service and ask them to send you a replacement.  Make sure you tell them you've already done all the trouble shooting (because they'll give you the standard reply of: charge it, restart it, uninstall, reinstall, etc..)
Find your receipt if you ordered from FitBit, if you have your order # handy, it will go faster.  Ask for a replacement, they'll sent you one.  Mine was sent 'FedEx overnight' which took 10 days...LOL...but I did get a new one.  Good luck to you!!

[WendyB]

Here is how to contact

Email Support
http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

Phone
877-623-4997

[Jeanie67]

I contacted them this morning, a replacement has been shipped!


Sent from my Sprint Samsung Galaxy S® 6.

[WendyB]

Awesome!

[KaraNK]

I'm on my THIRD Alta. No joke. This last time I contacted them for a replacement they said they were "sensative to sweat". Ummmmmm...isn't this an activity tracker? If this new one dies I'm just returning it all together. The Flex I also have never has issues. I just wanted a more advanced tracker that wasn't huge which is why I got this one. I totally wouldn't recommend it to anyone and have no idea why FitBit can't make waterproof products. My cell phone is water proof. I know it can be done!

[CatInTexas]

My new Alta is arriving tomorrow. Had Flex for 2.5 yrs with no problem. Wondering if I should get the replacement plan for $25. What is the manufacturer's warranty?

[kdegard]

Thanks!!

Moderator's edit: Format 

[ErickFitbit]

@Jeanie67 Thanks for reaching out to our Support Team and also for updating me with the resolution. Happy to hear that you were able to get a replacement issued! Happy Thursday! 

@KaraNK Sorry to hear about your previous experience. If you run into issues with your new Alta, please don't hesitate to get in touch with our Support Team. I am confident that our team will do their best to provide you with options to get you back on track.

@CatInTexas You can read all the details of our limited warranty here.

[kdegard]

Working great today! Thanks!

[BBfromSD]

I tried the button on the charge cable and that didn't work. I had similar issue where it worked when I went to bed and didn't when I woke up.  The battery was about 2/3.  Now the display does not come on at all.  I have only had it about 6 weeks.  I am currently looking for receipt, but no luck yet.  Is there anything else I can try?

[TheCrippler]

After trying to troubleshoot with no lasting success, I called customer service and they gave me the option to replace my Alta for another one at no charge (no pun intended), or take 50% off the purchase another Fitbit tracker model. I took the discount and bought a Versa after reading about these repeated issues with KaraNK’s three Altas, and all the other posts on this thread.

Also FYI, I had to wait about 5 minutes to reach a human when I first called in, but the customer service rep who I finally talked to was really good to work with. Naturally, he wanted to verify all of my issues and such, but he clearly did everything he could to please me.

Now I’m just hopeful the Versa will function properly!

[Mykel-D]

I called Fitbit Customer Service last night and all they could do was offer me a discount coupon for a new watch.

[Dragon-Fly]

Possible Solution:

I was having the same issue last night.  My Fitbit Alta was working fine all day then the display stopped working. I spent about an hour trying to reset it but it was not working.  After each reset the logo would appear followed by the version and the version numbers but then the display would go black or show me the battery symbol with the exclamation point in the middle.

This afternoon I did this by a fluke. I moved the Fitbit Alta Charging Cord to a different USB port. I was tired of reaching around to the back of my computer to reach the reset button.  After changing the port I pushed the reset 3 times with a pause in-between each push and low and behold the Alta is working.

Sometimes it is as simple as changing a USB port.

I hope this solution works for someone else.

[rodneymckay21]

This totally worked for me thanks so much

[helen2]

My fitbit is acting the same way. It is the Alta stops working, after a little of the batter use. Battery was not dead, I have followed every instruction I could find online to reset it..nothing works. The display is dark, tapping it does nothing. I deleted it off my app, uninstalled the app, restarted my phone, reinstalled the app, etc. I have the Alta on its charger, and it does charge.  It's when it reaches below 70% is stops working completely, and I have to recharge it all over again.  Any advise on how to make this work?  hesitant to upgrade my fitbit device.  I had the flex and it worked great.  The Alta, not as well.