Charge 6 frozen and won't restart

[Rbubela]

Hello. My new, 3 day old Charge 6 screen is frozen and will not restart. Any tips on getting this to work?

[EstuardoFitbit]

@Rbubela Hey there, welcome to the community. 

Thanks for troubleshooting your Charge 6 with the steps that were shared on your post, It seems odd that even after restarting your device you're still experiencing this display issue. That said, I'd like to recommend you to try a long restart process following the next steps:

1. Connect the device to the charging cable. 
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 

Additionally, changing your clock face can sometimes refresh the device. You can find the instructions here. 

[tau8]

Your instructions say to press a button on the charger, but the only button is on the Fitbit itself.

[EstuardoFitbit]

Hey there @tau8, thanks for being back on our forums.

The confusion is totally understandable, and I apologize for the misunderstanding.

Please refer to the following image of a Charge 6 charging cable, which shows the location of the previously mentioned button: 

[Moichino]

I had to do this 3 times but it worked. Yay!

[RiekoC]

Hello & welcome @Moichino 

Thanks for letting us know that the recommended troubleshooting worked for you. 👍

[JoFit888]

Good morning. I am getting the same issue, my charge 6 is unresponsive with the logo on the screen. The restart won’t react. I am unable to change the clock fave. I have tried multiple times. Please can you advise what I can do? Thanks

[MotorcycleMomo]

I am having the same issue.  Charge 6 is unresponsive with a black screen.  Putting it on the charger does nothing.  I tried the reset by pushing the side button 3 times.  Still nothing.  This is now the second Charge 6 we have had this happen to.  More than extremely disappointed.

[JoFit888]

Throughout the day I have been trying to reset by pressing the button on the charger 3 times, but still un reactive. There’s been no response from Fitbit on this community and seems impossible to get help elsewhere. Think I might finally bite the bullet and move over.  

 

[Moichino]

No idea…I was just lucky using the info posted

[EstuardoFitbit]

Hello everyone, and welcome to the Fitbit Community!

I'm happy to see you all sharing ideas and suggestions to resolve this issue.

For those who have tried the steps and are still experiencing problems, please proceed with creating a case with our support team. They have access to specialized tools and will provide assistance as soon as possible.

To do so, please fill out this form and let me know once you are done.

[MotorcycleMomo]

I just submitted the form.  MotorcycleMomo 

[EstuardoFitbit]

Thanks a lot for the confirmation @MotorcycleMomo.

One of the representatives from the Customer Care Team should contact you as soon as possible! 

[JoFit888]

I have submitted the form too thanks

[MotorcycleMomo]

No body has reached out to me.  This is now the second Fitbit I have had that has completely dies in less than 6 months of purchase.  I will not buy another one nor recommend Fitbit!!  Very poor customer service and very difficult to get in touch with the company.

[EstuardoFitbit]

Hello there, thanks for being back!

@MotorcycleMomo I'm truly sorry for the delay in a response from our end, I already let my team know about that and they should contact you soon. 

@JoFit888 Thanks for that! We'll be sending you an email soon.

[JoFit888]

Nobody has reached out to me either. When I’ve had issues in the past with previous devices, I always praised Fitbit customer service for resolving the issue quick by sending me out a new device or offering a great discount code for a new device. 
It seems like the customer service has really gone downhill since Fitbit has being acquired by Google. As @MotorcycleMomo said, it’s very difficult to get in touch with anyone 

[EstuardoFitbit]

Hey there @JoFit888, I apologize for the delay.

To provide you with the best possible customer service, I'd like to confirm if you've checked the junk and spam folders in your email. A message from our support team should be there.