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

[LizzyFitbit]

Hi everyone. It's good to see you here in this thread and I'm sorry for the delayed response.

@WoodyD, thanks for letting me know about your Charge 3's behavior and the steps tried on your own. I was checking your details with our Support team and apparently they already took your case under their wings. Please keep an eye on your inbox, you'll get some information about your case.

@cmacgill, thanks for the troubleshooting steps tried prior posting. You did a good job and I'm sorry that your Charge 3 continues having the same behavior. I know how you're feeling and I've requested a case on your behalf so you can receive further assistance. You should be getting a reply soon.

@J25005 and @KayeCR, thanks for joining this thread and sharing your suggestions. I'm sorry that you had the same situation with your trackers and feel free to reply back if the issue persists so I can help you out to get you on track.

[SterbenDeus]

I just got the same issue as well. What is the solution?

[cmacgill]

Contact customer support to see if ur still under warranty. The restarts
did not work for me.

[LizzyFitbit]

Hi @SterbenDeus, welcome to the Forums. @cmacgill, it's great to see you here and thanks for helping our friend!

@SterbenDeus, thanks for letting me know that your Charge 3 has the same behavior. To work on this together I'd recommend to restart your tracker. If the lines are still displayed, please try changing the clock face and performing a long restart which have worked for other members. Once that is completed, please monitor its behavior and keep me posted.

[Maaaalin]

Hello, My fitbit is two weeks old and I have already got two black lines in the way. I need help to fix this, very annoying 😕

[Billiam65]

I have yet to here anything from support and even DM'd them. Anyone else waiting on a response?

[Angelfan]

I’ve tried restarting it and changing clock faces multiple times. This seems to be an ongoing issue with the charge 3 as I’ve seen many complaints on online forums. We tried calling customer service and they are telling me to do what I’ve already done. It lasted less than a year - too bad it seems to be a faulty product.

[LizzyFitbit]

Hi @Maaaalin and @Angelfan, welcome on board. @Billiam65, it's good to see you again. I'm sorry for the delayed response.

@Maaaalin, thanks for letting me know about your Charge 3. I understand how you're feeling and let me help you with this matter. Since your post didn't mention, please confirm if you've tried restarting your tracker, changing the clock face and performing a long restart. If you've not done so, please give them a try as those steps have worked for others. Keep me posted.

@Billiam65, thanks for your your patience while waiting our team's response. I was able to get in touch with them and I was told that an email was sent to you with more details. I'd recommend to check your inbox, spam and junk folders so you can receive assistance from them.

@Angelfan, I appreciated your efforts while troubleshooting your tracker and contacting our team. I'm sorry that you've had this experience and be sure that your feedback won't go unnoticed as it'll help us to improve the performance of our trackers. About your Charge 3, I've sent your information to our Support team so they can look into this and provide you with further assistance. Keep an eye on your inbox.

[ColdWarVet75]

Hi, I just started having an issue with my Charge 3. It seems there is a line across the top which blocks nearly all of the battery life left and it chops off the top of the digital clock. I tried rebooting, changing the clock face and even adding this existing Charge 3 to my account. I purchased this in July 2019 and I see from others that this was a common issue in May of 2019. Is there anything else you can suggest?

Moderator edit: removed personal information

[LizzyFitbit]

Hi @ColdWarVet75. It's great to see you around and I'm sorry for the delayed response.

Thanks for taking the time to troubleshoot your Charge 3. You did a wonderful job! Since the line on your tracker's screen didn't disappear I contacted our Support team to share your details, and apparently you already created a case with them. They'll continue working with you via email so make sure to check your inbox.

Don't hesitate to let me know if you have another question! 

[ColdWarVet75]

You guys rock in customer support

Sent from my iPhone

Moderator edit: removed personal information

[LizzyFitbit]

Hi @ColdWarVet75. I hope you're doing well and I'm sorry for my delayed response.

I'm glad that you had an outstanding experience with our Support team. Fitbit always strives to improve our products and services, and feedback like yours helps us to evaluate our procedures to make sure that we're delivering what our users want and need. 

In case you have some spare time, I’d like to invite you to visit our Discussion Board where you can make new friends and find great tips from other members.

If there's anything else I can do for you, please keep me posted! 

[Hamelsthankiya]

i Have tried everything and the black line is still at the top of my fit bit charge 3. What do I do?

[ColdWarVet75]

Contact Customer Service. If your FitBit is less than a year old they will send you a replacement.

[CCK18]

I have tried all the solutions you suggested above the hard restart, the changing the clock face and rebooted 4 times.  I continue to have big black lines at the top and bottom of my screen an about a dozen of real close fine lines in the middle of the screen.  This has happened for a few weeks but as of last Thursday it would not keep a change.  I have charged it for 24 hours and it was fully charged for 2 minutes then dropped to 90%.  Is there anything else I can do?  I am now wearing my flex 2 as well so I can continue to track my steps but would like to just have my charge 3 work. 

Thank you

[ColdWarVet75]

Call customer service. If your charge is under a year old, they’ll replace it

Sent from my iPhone

Moderator edit: removed personal information

[chic012]

They sent a replacement for mine.

Get Outlook for iOS

[Hamelsthankiya]

Thanks all, they got in touch and are going to be in touch, hamel

[LizzyFitbit]

Hi @Hamelsthankiya and @CCK18. Welcome on board! @ColdWarVet75 and @chic012, it's great to see you here in the forums.

@Hamelsthankiya, thanks for letting me know that your Charge 3 is showing a black line on the screen and for the steps that you've tried so far. I've checked with our Support team and apparently they already took your case under their wings. They'll continue helping you via email.

@CCK18, you did a great job with the troubleshooting steps and thanks for sharing that your Charge 3 isn't holding charge. This shouldn't be happening and I've requested a case on your behalf so our Support team can give you a hand. Please keep an eye on your inbox, you'll get some information about your case.

@ColdWarVet75 and @chic012, thanks for stopping by to help our friends. You guys are awesome!

[Kellsbsmith]

Also having this problem. I've had my fitbit for less than two weeks and noticed this morning there was a line across the top of the display. I've tried changing the clock face and done a reset but neither of these solutions has worked for me.