Luxe screen stopped working

[Jennypea]

My Fitbit Luxe is fully charged but all of a sudden it won't show the clock face or anything else.  Just has a black screen, and when I double tap it, a green square appears on the screen. Can anyone offer some advice please?  I have attempted to restart it quite a few times but nothing happens.  I also tried to change the clock screen in the App but no luck.

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @Jennypea, welcome to the community, you might find this video helpful as it demonstrates the 3 x button restart (Timing is important) When you say a "Green square" appears is it the Fitbit logo with the dots?

Let us know how you get on by posting here again.

Cheers

[Jennypea]

Sent from my iPhone

[Gr4ndp4]

Hi, @Jennypea , can you please repeat. no image or text received.

Cheers

[kbjcharlotte]

I am having the same issue. I felt it vibrate and when I looked the time would no longer show. When I tap the screen random lines light up and I also had a solid green box - it is not the Fitbit logo. I am on my 3rd Fitbit in 4 years - I have had this one less than 6 months. Very disappointing product shelf life. 

[Jennypea]

Sorry I've not replied sooner but my Fitbit Luxe started working again, however it was only temporary.  Last night when I went to look at the time during the night, all I saw was a dark green blank screen.  I checked my watch later and the screen showed the time faintly but it was flickering, and I could also see the dark green square.  I have reset my fitbit by pressing the button on the charger 3 times (waited 1 second between pressing the button).  I have done this quite a few times.  I have also watched your video and restarted it. It is working once more but I have a feeling the problem is still not fixed permanently.  

[Gr4ndp4 · Accepted solution]

Hi, @Jennypea, thanks for the update, it sounds like you have a defective device. I can only suggest you contact "Customer Support" using the chat facility or phone for a prompt response. It's a good move to note the steps you've taken and the results so you can brief the agent clearly. You do not mention how long you've had your Luxe, you may still have the benefit of Fitbit's return and warranty policy Note you must have bought from an authorised seller and your location will dictate the length of the warranty which excludes accidental damage unless you bought an extended warranty at the time of purchase.

I hope this helps.

Cheers

[Gr4ndp4]

Hi, @kbjcharlotte, my earlier advice to @Jennypea applies, talk to "Customer Support". As you've only had it for 6 months (depending on who you bought it from) you should still have the benefit of the warranty.

I hope this helps.

Cheers

[J-SK]

Reading about so many unfixable problems with the Fitbit Luxe. Mine stopped working 1.5 years after purchase - 6 months outside warranty; so, too bad, too sad for me! Wake up Fitbit, you need to do better with this product, it’s letting your brand  - and your customers - down!

[J-SK]

Reading about so many unfixable problems with the Fitbit Luxe. Mine stopped working 1.5 years after purchase - 6 months outside warranty; so, too bad, too sad for me! Wake up Fitbit, you need to do better with this product, it’s letting your brand  - and your customers - down!

[Jennypea]

Thanks for the advice.  I shall contact Fitbit. 🙂

[pensioner44]

My luxe has just completely died won't charge I have tried unpairing it and resetting it now won't connect to either my or my husband's phone at my wits end with it

[pensioner44]

Pleased to say that after using the chat with us option I am to return my luxe to the Netherlands for repair or replacement - hair tairing can now cease hopefully!

[Gr4ndp4]

Hi, @pensioner44, welcome, can you confirm your Luxe battery has "Charge"? If you are unsure follow the advice in Why isn't my Fitbit device's battery charging? - Fitbit Help Center .

Let us know how you get on by posting here again.

Cheers