Black lines across screen

[Jonosmith_]

Hi there,

I have had my Fitbit for over a year now and I am starting to see more and more black lines coming across the screen. I’ve heard that it’s dead pixels but I was wondering if there was any way to repair it or if I’d have to buy a new device again. I love my charge 3 and don’t want to have to do that, so if there are any other solutions I’d really appreciate it!

[MarreFitbit]

Hi there @Jonosmith_, welcome to the Community Forums. I'm sorry to hear that your Charge 3's screen has developed black lines. I understand where your concern is coming from and how you must feeling since you love your tracker. I'll be glad to help you.

If you haven't done so yet, please try the suggestions below:

1. Check in the Fitbit app if your Charge 3 is still syncing, if so, try changing the clock face to a different one by following these steps: How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 
2. Restart your tracker by following the steps from this help article: How do I restart my Fitbit device?

I'm looking forward to your response, let me know if you need further help. 

[vazy]

Hello,

I have the same problem too: I have 2 black lines across the top. I have had this watch for less than a year

My watch DOES sync. I have changed the clock face and have rebooted and the lines are still there: 

Watch Image 

Please advise.

[MarreFitbit]

Hi there @vazy, welcome on board. I'm sorry to hear that you're also having issues with your Charge 3's screen. I appreciate you had followed the tips and recommendations provided above. Thanks for the image attached.

Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know. 

[Jonosmith_]

Hi there @MarreFitbit, 

Thank you for your help and the suggestions you have given me. I tried doing both methods of changing the watch clock face and restarting my Fitbit but the black lines are still there. I’ve heard of people having similar problems but I’m not sure where to go from here? I love my Fitbit and it’d be sad to see it go.
is there anything else I can do?

Thanks again for the help.

[MarreFitbit]

Hi there @Jonosmith_, thanks for letting me know the outcome. I really understand where you're coming from and we wouldn't also like to let you go.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

Let me know if there's anything else I may do for you in the meantime. 

[Ramorsman]

Hi,

I am having the same problem with my Fitbit charge 3. It is less than a year old and has a black line going across the screen through the numbers and letters. I have followed your earlier advice about rebooting the watch and Changi g the clock face but this has not made it any better. Please can you advise me on what else can be done. 

Thank you