Luxe screen is unresponsive

[CT3072]

Anyone have advice on what to do if you've restarted multiple times, but the screen is still unresponsive? Has been working fine for 4 months

Moderator Edit: Clarified subject

[Heather-S]

@CT3072 Are you able to do a factory reset? I'm not sure if your screen is frozen if you can access the Settings menu. If the steps below don't work, I'd reach out to Customer Support for further assistance. 

1. Swipe down from the clock screen to find the Settings app .
2. Open the Settings app > Device Info > Clear User Data.
3. Swipe up, then press Hold 3 Sec for 3 seconds and release.
4. When you see the Fitbit logo and Luxe vibrates, your data is erased.

[CT3072]

Hi Heather, the screen is unresponsive to all swiping and touch other than a hard tap to get it to display time and date.

There doesn't seem to be an option to do a factory reset from the app on my phone. I've contacted Support directly and they said that they would need to pass the case on to a special team to research and would email me - haven't heard back.

Any other insights would be welcome 🙂 

[MarreFitbit]

Hi there, @CT3072. Welcome to the Fitbit Community Forums. I'm sorry to hear that the screen of your Luxe is still unresponsive despite all the steps you've tried so far. We'll be glad to help you and try getting you back on track! @Heather-S Thank you so much for your assistance! 

I've seen you contacted our Support Team after posting here, please stay tuned to your inbox, someone will reach out to you shortly. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

Thanks in advance!