Luxe blank screen and won't update

[AmandaShaffner]

My Luce is 18 months old and is syncing but no longer displaying anything. The new update appeared yesterday so I thought maybe that’s why but when I try to update it just bounces back to “update tracker” over and over. The screen initially went funny colours but has now been blank for 4 days  so I think I will need some help on replacing it please. 

Moderator Edit: Clarified subject

[Julia_G]

Hi, @AmandaShaffner  whenever your Fitbit is not behaving as expected the first trouble shooting step is always to try a restart.  Instructions are here .  It is a good idea to try the restart procedure several times as a single restart does not always work.

If after trying the restart procedure 3 times your screen is still blank and you are unable to update your Luxe, please get in touch with Fitbit Customer Support.  You can see the various ways of contacting them on Contact.Fitbit.com .  Be sure to tell them the troubleshooting steps you have already tried as that will save time.

Good luck and let us know how it goes.  Welcome to the forums!

[AmandaShaffner]

Thank you for trying to help me. I tried to restart my Fitbit more than 5 times but to no avail.  I also cannot update as it gets so far on my phone screen and then reverts back to “update my tracker”. I think my Fitbit has died 😓. How do I get help replacing it? There isn’t a live chat - it just brings you back to here. 

[Julia_G]

I am so sorry to hear that that hasn’t worked for you.  If you follow this link you will see the various methods of contacting Customer Support.  Be sure to tell them the trouble shooting steps that you have already tried as that will save time.

[AmandaShaffner]

Thank you so much for taking the time to respond. I am getting nowhere. The live chat doesn’t open when you click on it. The phone number doesn’t exist when you call. I googled an 0800 number and got to automated music and then it cut me off.
At this rate I’ll be throwing my Luxe away and starting from scratch with a different tracker completely.
It’s been a v frustrating few days!
All I want is to track my steps, exercise, calories and sleep.
I’m beyond fed up now!

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[Julia_G]

Hi, @AmandaShaffner I find sending an email works pretty well, and that way you can clearly put in writing the issue you have and the troubleshooting steps you have already tried.

[AmandaShaffner]

Thank you. I will certainly give it a go before I accept defeat!

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This email and any files transmitted with it are confidential and may also be privileged. It is intended solely for the recipient. If you are not the addressee then any disclosure, reproduction, distribution, other dissemination or use of this communication is strictly prohibited. Any views or opinions presented in this email are solely those of the author and might not represent those of Horsforth School. The sender may not bind Horsforth School to any financial liability unless accompanied by an official Purchase Order. Warning: Although Horsforth School has taken reasonable precautions to ensure no viruses are present in this email, the company cannot accept responsibility for any loss or damage arising from the use of this email or attachments. Horsforth School may monitor email traffic data and also the content of email for the purposes of network security and ensuring legal compliance.