Charge 6 - Touchscreen unresponsive

[Yuveen]

• Does anyone have an issue where their fitbit charge 6 is suddenly not able to be swipped left or right? Quite frustrating as some of the functionality around exercise and mindfulness is lost. I've tried to reboot the device to no avail. 
• Separately, isn't it strange that the fitbit help chat is supposedly 24 hours but when I try to chat, I'm told it's not available?

Moderator edit: updated subject for clarity

[DavidFitbit]

Hi @Yuveen, welcome to the Fitbit Community! It's great to have you here!

I'm glad to help you with the issue of the touchscreen of your Charge 6 that is unresponsive. I appreciate that you have already tried some troubleshooting.

We have known that some users have been able to resolve similar issues by changing the clock face of your watch. To change your clock face:

- With your device nearby, in the Fitbit app, tap the Today tab > and then devices icon and then your device.
- Tap Gallery and then Clocks tab.
- Browse the available clock faces. Tap the clock face you want and then Install.

Regarding your chat interaction, it may be possible that during this season you will find some restrictions in our hours of operation. Hereafter we'll normalize them. I appreciate your understanding.

Happy sporty 2025!

[Yuveen]

Thank you, David. Unfortunately, it still does not toggle left or right. There are no issues moving it up and down. Could this be a hardware issue?

Appreciate the update on the chat interaction timings.

[DavidFitbit · Accepted solution]

Hi @Yuveen, thank you for your response and for having tried some of my suggestions.

In my opinion, this unexpected behavior can be either software or hardware related. Therefore, i suggest you contact technical support. They count with larger resources to investigate more in depth. To do so:

- In the "How can we help you?" field describe the issue and click "next".
- Select the label that best describes your problem, click "next step".
- You will see some suggested links with some resources. Click "next step"
- Choose the communication channel (Receive a call, call, chat)

I hope you can find the support you need. Have a great day!