Charge 3 - Black line across top of screen

[Rsalter1998]

My watch shows a small black line across the screen at the top, where the step count is on some faces and where the battery sign is when you open the stats.

tried resetting multiple times, doesn’t work.

Moderator edit: updated subject for clarity

[RoseHinds]

Hi there, thank you for getting back to me.

Yes I have tried the troubleshooting steps and even then / trying a different clock face, my watch still has the black lines on the display screen, blocking some of the writing, making it difficult to read the information when I suing certain aspects of the Fitbit for example, interval training / exercise.

I am unsure that a shop would accept a return of my Fitbit seeing as I do not have receipt or packaging... I also paid in cash so I have no credit record showing that I bought it.

What can you recommend that I can do? Am I able to get a replacement from Fitbit?

Many thanks,

Rose

[MrsC13]

I have the think black line across the top of my screen on my charge 3, I have read through these comments and carried out the suggested steps, long reset/clock face change etc and it has made no difference.

it was purchased on 22nd November as a gift for me for Christmas, really disappointed that it’s already broken less than 12 months down the line 

[LizzyFitbit]

Hi @annmariedNH and @RoseHinds. It's always great to see you in the Forums. @MrsC13, it's nice to have you on board! I'm sorry for my delayed response.

@annmariedNH, thanks for keeping me updated and I'm glad that you received your replacement. I'm sure you'll rock your steps with this one, and if you happen to have another question, feel free to reply back to me.

@RoseHinds and @MrsC13, thanks to both of you for trying the steps posted in this thread. I'm sorry that your Charge 3 devices aren't working and I understand how you're feeling about this. I've contacted our Support Team and they'll create cases on your behalf to work with you via email. Make sure to check your inbox.

Catch you later!

[beccanella]

I've rebooted and changed clock faces numerous times. It still has 4 or 5 black lines.

[SunsetRunner]

Can you ask your support team to contact me as well?

[WanderingSoul88]

Hi, I'm new to the forum. 

Have been reading up as I have also had an issue with my charge 3 and a black line at the top of the screen. 

I've tried changing the clock face, a restart and also a long restart but to no avail. 

What are my next steps to take? 

[MarreFitbit]

Welcome on board, it's nice to see around @beccanella and @WanderingSoul88. Thanks for troubleshooting your Charge 3 prior to contacting us. 

I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

@SunsetRunner Welcome to the Community Forums. Is your Charge 3 with lines across the screen? If so, please restart your device by following these steps. 

Also, check on the Fitbit app if your Charge 3 is still syncing. If so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app.

Keep me posted. 

[dbender73]

I had this problem with my first charge 3, got a replacement in June, and for the last week it has gone from 1 to 3 lines on this one. Do they know what is causing the problems? It was advertised wear while swimming, is that right? Or should I be treating it like my charge 2 , which is a trooper, with a cracked screen  It still works. Although, it hasn't been in a shower, or done dishes. I'm just curious did they fix the problem? Or do I only have a Charge 3 until the warranty runs out? Should I even bother trying to get another replacement?

[SunsetRunner]

Hi. Thanks for your reply.  I restarted the charge 3 and even changed the watch face - there are still likes across my screen. What can I do?  I’ve had it less than a year and it doesn’t  bode well from the amount of other people citing the same problems. 

[MarreFitbit]

Hi there @SunsetRunner and @dbender73. I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know. 

[TCAM77]

I am having the same problem with lines across the top I have reset several times and changed the clock faces several times but the lines are still there. I have only had my device since June this Year. Please advise how to fix.

Thanks.

Trish

[MarreFitbit]

Hi there @TCAM77, thanks you so much for troubleshooting your Charge 3 prior to contacting us. 

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they have helped you with this. Please make sure to keep an eye on your inbox for updates on your case. 

Let me know if there's anything else I may do to assist you with. 

[KayeCR]

So I raised the black lines issue with fitbit customer support and they said they are sending me a pebble replacement. Yey! Now my question is, will my data be retained if I set up the replacement pebble? 

[MarreFitbit]

Hi there @KayeCR, thanks for stopping by. 😉 I'm glad to hear that our Support Team is replacing your Charge 3. 

In regards to you question, the answer is yes. You can set up your replacement on your currently Fitbit account without losing any previous data by following the steps below:

1. Tap the Today tab  , and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Let me know if there's anything else I may do to assist you with. 

[KayeCR]

Do I have to unpair my existing device first before I set up my replacement
device? Or do I set up first before unpairing?

[MarreFitbit]

Hi there @KayeCR, thanks for coming back. 

You can remove the old Charge 3 before pairing the new one. Once you receive your replacement, follow the steps below:

1. Remove the old device from the Bluetooth settings.

2. Turn off other Bluetooth connections when not in use.

3. Plug it into the charging cable and open the Fitbit app.

4. Setup your Charge 3 as a replacement.

I'll be around if there's anything else I may do to assist you with. 

[vickiedenicola]

I am having the same issue and have tried restarting.  I've had this Charge 3 only 8 days.  My last one had the same issue and I threw it away assuming I had done something to it.  Any ideas for next steps?

[yagils]

Hey! I'm having the same issue. I have three lines on mine now. I've had my fitbit for less than a year now and the lines started showing up about two weeks ago. I tried restarting and changing the clock face, however, they're still there. Any other suggestions?

[fionac]

I have just been discussing the same problem with customer services and they are sending me a replacement.....again; as this is the second Charge 3 I've had which has developed the same problem.  While I'm delighted by the quality of Fitbit's customer services, I'd prefer to have a device which didn't have problems.

There's clearly some sort of quality control issue which needs resolving.

[LizzyFitbit]

Hi @vickiedenicola and @yagils. It's nice to see new faces around! @fionac, I'm glad to see you around. I'm sorry for my delay and let me continue helping you with your Charge 3 devices.

@vickiedenicola and @yagils, thanks for letting me know about your devices, as well for the troubleshooting steps that you've tried prior posting. I'm sorry that you're having this experience, and after checking with our Support team I was  told that your case is on their hands and they'll provide you with further assistance. Keep an eye on your inbox.

@fionac, thanks for sharing your feedback, and I'm glad that you'll receive a replacement. I understand where are you coming from as your Charge 3 was designed to motivate you. I'm sorry that you've had these issues with your devices and our team will continue working on our products based on your feedback to improve their performance.

Feel free to let me know if you have a question.