Black lines on screen-Charge 3

[Susan1006]

I’ve started getting black lines on my Fitbit screen. Has gone from 1 or 2 to many in 24 hours. Bought July 2019. I’ve seen restart and need new. Which is it? 

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @Susan1006.

I'm sorry to hear that your Fitbit Charge 3 display is not working properly. Thank you for the information provided and for restarting your Tracker before contacting us.

I noticed that you've recently been in contact with Customer Support. I'm pretty sure they will let you know how to proceed as soon as possible. Thank you for your patience while dealing with this situation.

If you have any question, please let us know.

[SmashOz]

Hi! I’ve been having the same issue, I’ve managed to reset but no change. How do I message to customer support? It just linked back to the forum?

[EdsonFitbit]

Welcome to the Fitbit Community @SmashOz.

I regret to hear that you've been having the same issue. Thanks for having managed to reset before getting in touch.

Before contacting Customer Support, I would appreciate if you confirm that you've performed a long restart to your Fitbit Charge 3:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. 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. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again. 

In addition, you can change the clock face by following the steps on this article.

Please let me us know if you need further assistance.

[SmashOz]

I just tried the long reset and now the screen is completely black. Was that meant to happen?

[Leeannq]

I too am having screen issues, i have tried the resets advised various times and also the clock face changes to no avail. Any other suggestions please on how to take this further. 

Thanks

[Susan1006]

Hello!
I finally called Fitbit and because my device was within warranty they sent a new one. They did try troubleshooting to no avail. Good luck!

Sent from my iPhone

[Susan1006]

I had to call Fitbit. They troubleshooted without success and sent a new device since I was within warranty. Good luck !

Sent from my iPhone

[Leeannq]

Thanks, hoping someone contacts me!

If not where exactly did you contact for assistance? Thanks again.

Moderator edit: format

[Susan1006]

I called them 877.623.4997
make sure you are near your charging cable - they will want to troubleshoot
with you and your device has to be on the charging cable. good luck

[EdsonFitbit]

It's great to see you in the Fitbit Community @SmashOz @Leeannq @Susan1006.

@SmashOz @Leeannq, to evaluate this situation I created a case with Customer Support. Please check your inbox on the next days. They will let you know how to proceed as soon as possible.

@Susan1006, I'm glad to hear that a replacement Fitbit Charge 3 will be sent to you. Thank you for letting us know and thank you for helping other users.

If you have any question, please don't hesitate to contact us back.