Unable to sync device and display corrupted

[Jedi1979]

Hi the. I have a Samsung Galaxy S9 with Android OS. My Android version is 9. Since Friday, the app keeps saying that my device is not found. I've updated the app, did a standard and long restart of my device, restarted my phone, uninstalled the app, restarted my phone, and then reinstalled the app. It did sync then but after that it's not finding my Fitbit device. I have the Charge 3 which I got in January. I actually left a question in the Fitbit Charge 3 forum about my device having horizontal and vertical lines, the touch screen isn't very responsive and the display on my device is white. Davide, I believe that was his name, gave me instructions on how to do the long restart. I've done this several times as well and it didn't work. I'd really like an answer as to why I've suddenly developed all of these problems at once. I believe that I probably need a new Charge 3 tracker as the one I have is only 9 months old. I got this tracker as a gift and it didn't come with a gift receipt, but I still have the original packaging in case you need me to send my current Charge 3 back to you. Thank you for your time in reading this long post. I'm feeling very frustrated and discouraged. I know it's not anyone's fault here who works at this forum and I promise not to take my frustration out on anyone here. I'd just like a response as soon as possible, please. 

Moderator edit: Subject for clarity 

[RicardoFitbit · Accepted solution]

Hello @Jedi1979, it's nice to see you again participating here in the Community Forums!

First, I'd like to appreciate your effort and patience troubleshooting your device prior to posting, I totally understand how frustrating this matter can be for you but I'm here to help you with this and resolve your concern. I'd like to let you know that our Customer Support team was already contacted on your behalf to continue providing assistance with your Charge 3 and get you back on track as soon as possible. That being said, please keep an eye to your email inbox because they'll be in touch with you in a timely manner.

In the meantime they contact you, don't hesitate to ask my any additional questions you may have. 

[Meg_Lee81]

My device is suddenly "unable to be found". I've had it for over a year and this came out of nowhere.