Ionic Screen Unresponsive

[GarethIonic]

Fully charged. Been playing up for a couple of days. Unable to do anything with it. Can't swipe the screen. Tried resetting ample times. Help!!!!

[RicardoFitbit]

Hello @GarethIonic it's nice to see you again participating here in the Community Forums. Let me give you a hand with your Ionic concern.

First, I'd like to appreciate your effort and patience troubleshooting your Ionic prior to posting. To better assist you, can you please let me know if the heart rate sensor green lights are flashing or if your device is completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for your situation. Even though you already tried this process, please try it again because the specific order is important. 

Let me know if you have any additional questions, I'll be here.

[GarethIonic]

Hi,

The green lights are flashing. Done the full factory reset and update. The
screen is still unresponsive.

G Read | Sent via Phone | 

Moderator edit: Removed personal information 

[RicardoFitbit]

Your reply and update is appreciated @GarethIonic, my apologies for the delay in responding your post.  

Thanks for taking in consideration the troubleshooting steps that were shared in my previous post, your patience with this situation is appreciated. Let me share with you that our Customer Support team informed me that they're already providing you assistance with this inconvenience. That said, I recommend you to keep an eye to your email inbox for any update from them.

Don't hesitate to contact me back if you need anything else. See you around. 

[GarethIonic]

Hi, they sent me a case number and that's the last I heard of them. All went quiet after they said someone would be in touch. Still nothing heard, no emails.

[RicardoFitbit]

Hello again @GarethIonic I appreciate your reply and update, my apologies for the delay responding your post.

I'd like to share with you that our Customer Support team informed me that assistance was provided to the email address associated with your Fitbit account. Therefore, I suggest you to check your email inbox, spam and junk folders to check the information that was provided by them and move forward with your case.

Let me know if you have any additional questions.