Luxe screen stuck on the time but it won't scroll

[Tarawera]

Have tried resetting with the put in charging three times within 8 secs.  No button on charger to reset the other way.

Any other ideas?  How long is the normal life?  Mine is about 3 years.  Don’t think it should be dying now?


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Tarawera. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Luxe is stuck on the time screen. I understand your concern, I will do my best to help you with this!

As per the description of your post, it seems like your Luxe is on the "Always-On" display. This feature will only show you the time on the main screen all the time, unless you press the button of your watch to see other features and stats. If Always-On is enabled, to exit this mode, follow the steps below:

1. Swipe down from the clock face to access quick settings.
2. Tap the Settings app > Display settings > Always-on display.
3. Tap Always-on display to turn the setting on or off. To set the display to automatically turn off during certain hours, tap Off-hours.

For more information, see How do I see the time on my Fitbit device?

[Tarawera]

No it turns off.  When I tap on it won’t scroll to any other screen.  I can’t get to settings even if I thought that would work.

[MarreFitbit]

@Tarawera Thanks for getting back and for the details provided. 

Since all the steps you tried didn't work, you have a Luxe and report that the screen is not working properly, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it. 

[Tarawera]

I’ve done it. Awaiting your response.  Thanks.