2 Fitbit Charge 3's that no longer function

[ZumbaFit78]

I have a charge 3 that was purchased for my boyfriend in April 2020 - no longer turns on or charges after a swim on this past friday. I have another fitbit charge 3 purchased for myself Dec 2018 that the screen kept fading and no longer is visible now as of last week. I just received notice that I am getting a versa 2 as a gift because I kept complaining about the screen and now have zero confidence in fitbit and am wondering if we can return it. 

The charge 3 purchased in April 2020 is completely dead. Tried a recharge, a hard reset with it plugged in. Nothing is getting this back online. I need some help with all these issues. 

[ZumbaFit78]

I have a charge 3 that was purchased for my boyfriend in April 2020 - no longer turns on or charges after a swim on this past friday. I have another fitbit charge 3 purchased for myself Dec 2018 that the screen kept fading and no longer is visible now as of last week. I just received notice that I am getting a versa 2 as a gift because I kept complaining about the screen and now have zero confidence in fitbit and am wondering if we can return it. 

The charge 3 purchased in April 2020 is completely dead. Tried a recharge, a hard reset with it plugged in. Nothing is getting this back online. I need some help with all these issues. 

[Gondwana]

This is not an 'SDK Development' issue, so the relevant people will probably not see your post. Consider reposting in another section of the forum.

[Odyssey13]

Hi @ZumbaFit78  the Versa you're being given as a replacement for the December 2018 Charge 3 can't be returned. Your boyfriend's Charge 3 needs to be discussed with customer support.

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help. If you email, please know that each subsequent email will put you at the bottom of the queue, which will cause you to wait longer.

USA: call (877) 623-4997 
UK: call 0800 069 8505
INDIA: call 000 800 050 1057  

IRELAND: call 01 691 7502 (country prefix: +353)
If you prefer an online chat or email, then click for contact options
https://help.fitbit.com/?cu=1

[ZumbaFit78]

I should clarify..the versa 2 was a separate purchase as a gift. Not given by fitbit as a replacement due to the fact that my fitbit charge wasnt working..

[LizzyFitbit]

Hi @ZumbaFit78. Welcome to the Community Forums. @Gondwana and @Odyssey13, it's nice to see you here and thanks a lot for your great help!

@ZumbaFit78, thanks for letting me know that yours and your boyfriend's Charge 3 devices aren't working correctly. I'm sorry that you're going through this experience, I'll help you with this situation. About your boyfriend's tracker, I'd recommend to try the troubleshooting tips from this help article to get his tracker back on track.

About your Charge 3, since your post didn't mention please try restarting your tracker and change the clock face as described here. If these steps don't work, try performing a long restart with the following steps:

1. Plug your device back into the charging cable and hold the button down for 15 seconds.
2. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
3. The device turns off.
4. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
5. Remove the device from the charging cable. The device shuts down.
6. Important: Plug the device into the charging cable again.

Let me know how it goes.

[ZumbaFit78]

I've read through these before on the community boards and tried all these more than once. There is zero power to the unit. Tried to charge - nothing. It's not vibrating or turning on, even after trying to leave it charging. I believe the unit was not fully waterproof as this happened after the 10 minute swim.

Moderator Edit: Formatting

[ZumbaFit78]

I should mention that My charger - the one from Dec 2018 - not the 2020 purchase from my boyfriend that is dead, the one that my screen that is no longer working, I also have tried all the mentioned items as well from the community forums. It does not work. I can feel it vibrate so I have tried all those, it restarts..I think..hard to tell without a screen, and I have tried the clock face as I've done this several times in the past as I've lost my screen throughout the life of this tracker. It has all worked before..except for this time. No matter all the different ways I've tried, it is not working unfortunately. It's gotten gradually dimmer and dimmer over the year, couldnt use it outside but it was bright enough to see in a dark room. Yes I had all the settings to the brightest setting but it was still very dim.

[ZumbaFit78]

Sorry for the many posts - I've never posted on these community forums before. I replied again because I don't think I did it correctly in my last 2 posts.

2020 unit: I've read through these before on the community boards and tried all these more than once. There is zero power to the unit. Tried to charge - nothing. It's not vibrating or turning on, even after trying to leave it charging. I believe the unit was not fully waterproof as this happened after the 10 minute swim.

Dec 2018 unit:  I also have tried all the mentioned items as well from the community forums. It does not work. I can feel it vibrate so I have tried all those, it restarts....hard to tell without a screen, and I have tried the clock face both in the app and desktop versions, as I've done this several times in the past as I've lost my screen throughout the life of this tracker. It has all worked before..except for this time. No matter all the different ways I've tried, it is not working unfortunately. It's gotten gradually dimmer and dimmer over the year, couldn't use it outside but it was bright enough to see in a dark room. Yes I had all the settings to the brightest setting but it was still very dim.

Moderator Edit: Formatting

[babykate]

I too have a Charge 3 that stopped working and will not take a charge! I tried all the suggestions, cleaning the charger contacts and using different locations to plug in. Nothing has worked! Mine too is a 2020 purchase and I use it all the time. I did not swim with mine on. Soooo frustating and I too am not sure i will ever purchase another Fitbit!

[LizzyFitbit]

Hi @ZumbaFit78 and @babykate. It's always great to see you around the forums.

@ZumbaFit78, thanks for confirming that both Charge 3 devices aren't responding and the troubleshooting tips tried on both to get them working again. You've done a great job in trying to get them working correctly and because that hasn't happened, I've requested our team to open a case in regards to your Charge 3 so you can receive further assistance via email.

In regards to your boyfriend's Charge 3, please ask your boyfriend to get in touch with the Support team directly so they can evaluate his details and options.

@babykate, thanks for letting me know about your Charge 3 and the troubleshooting steps tried prior posting. I'm sorry for this inconvenience. I went to check your details with the team and I was told that you already have a case created with them. Since they've access to your case, I'd recommend to keep an open communication with them so you can receive further assistance.

If you have more questions, don't hesitate to let me know.