Charge 2 display not working

[Elizabeth1122]

I've had my FitBit for awhile (not sure how long) and have had minimal problems. Fairly recently, I saw what I thought was a scratch appear on my FitBit but it keep working fine so I didn't worry about it. After reading posts today, it's probably the known crack fault but once again, my FitBit kept working fine since the scratch/crack appear to a few days ago.

Which brings us to a few days ago when I noticed that I had ~3-5 horizontal lines of dead pixels on the display. I didn't think it was too bad and since I couldn't remember how old my FitBit was, I wasn't going to explore it too much. I could still read the display well enough to get the time and other information. Yesterday, about 50% of the screen was a dimmed or has dead pixels to the point where I'm not able to see or read the display. The charge was pretty low and decided to charge it overnight to see if a full battery could fix the issue. This morning I went to look at the display and it is even worse. Only the top right corner is visible (10-20%) and what is visible has dead horizontal lines of dead pixels running across it. On occasion, I can make out very, very, very dim letters/numbers below that but I have to be in a dark environment to even have a chance to see it. The FitBit itself still seems to work fine - scrolls through the displays as I click the side button, it syncs up to my phone fine and seems to be tracking steps still.

I've seen some people suggest doing a factory reset to fix a display issue but it seems like the issue that I have is different than a whole screen not working and I am not confident that a reset will fix it (but I'm planning on trying after I am done working). Does anyone have any other suggestions besides trying a reset? It seems like I am luckier than most in that my FitBit has lasted for longer than a year but I would still like to get it working again if I can.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Elizabeth1122, welcome to the Community Forums!

Thanks for bringing this to our attention and for all the details that were shared in your post, I understand how frustrating this situation can be for you but your effort trying some troubleshooting steps is appreciated. The best process you can try to resolve the display issue is the one that's specified on your post, our restart process. Please follow the next steps and let me know if the issue persists so I can further investigate:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display.
4. Press and hold the button to restart your tracker:
   1. Charge 2—press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

Looking forward to your reply. 

[Elizabeth1122]

Hi Ricardo,

I restarted my FitBit 3 times according to your protocol. It did not resolve the issue with the display.

[RicardoFitbit]

Thanks for your update @Elizabeth1122.

I appreciate your effort troubleshooting your Charge 2 with the steps that were shared on my previous post. Since the issue persists, Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

In the meantime they contact you, let me know if you have any additional questions.