Luxe stuck on water lock

[pbot2]

My Fitbit Luxe has been stuck in water lock mode for two days. I wore it to shower and lock turned on at that time. Since then, it has a black screen and is unresponsive to taps. I was unable to restart the device. I let the battery run down and attempted to restart it after charging but it remains locked. It does sync and track my steps. Any suggestions would be appreciated. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @pbot2. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Luxe before reaching out. I understand where your concern is coming from. 

To turn off water lock, firmly double-tap the middle of the screen with your finger. If you don't see "Unlocked" appear on screen, try tapping harder. Turning off this feature uses the accelerometer in your device, which takes more force to activate.

If the above doesn't work, please try once again to restart your Luxe as suggested here How do I restart my Fitbit device? If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

[pbot2]

Maria, Thanks for your response. I tried firmly double tapping several times (with a good amount of force) with no effect. I am unable to restart the luxe or change the clock face. 

Any other suggestions would be appreciated. Thanks again. 

[MarreFitbit]

@pbot2 I appreciate you had followed the tips and recommendations provided above.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon.