Charge 3 - Button is stuck

[Libbymary]

The button on my Fitbit is stuck in and I can’t get it to pop back out. Consequently I have a blank screen.  It still vibrates and counts my steps.  

Moderator edit: updated subject for clarity

[SteveH]

It might not be a problem with the button as there's an ongoing issue with some Charge 3 trackers getting a blank screen. Usually, one of the following fixes it:

• restart the fitbit using this procedure: Help article: How do I restart my tracker?
• change the clockface via the app. If this works then it's safe to change it back to what it was

[MarreFitbit]

Welcome to the Community Forums @Libbymary! In regards to the button, it's a "flat button" which means it's not a physical button. 

I'd recommend trying the restart recommended by @SteveH. If that does not work, please check that your Charge 3 is syncing (you can verify this in your Fitbit app) so you can change the clock face. Don't worry if the screen is blank, this process is done through the Fitbit app. 

Give this a go and let us know the outcome, we'll be glad to further assist you.

[Libbymary]

The button is no longer flush with the casing.

Sent from my iPad

[MarreFitbit]

Hey there @Libbymary, thanks for coming back! 

Can you please share showing how the button on your Charge 3 looks like? It should look like my image below:

If you had another Fitbit like Charge 2 the button is quite different on Charge 3. 

We are looking forward to your reply. 

[Libbymary]

Sent from my iPad

[MarreFitbit]

Hello @Libbymary!  The image you tried to attach didn't go through. Can you please try once again to upload the image by following these instructions?

I'm looking forward to your response. 

[Libbymary]

I’ve restarted, I’ve changed the clock face. The “button” is beneath the surface. I believe this is why the clock face is blank.

[MarreFitbit]

Hello there @Libbymary, thanks for coming back and the image provided. 

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon!

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

[Libbymary]

Thank you!

Sent from my iPhone

[Pacampos]

I have the same problem😔How do you solved it?

[Libbymary]

They sent me a new one.

Sent from my iPhone

[Pacampos]

OK, thank U👍🏻

[MarreFitbit]

Welcome on board @Pacampos! I'm sorry to hear that your Charge 3's button is stuck too.

I've seen you contacted our Support Team after posting here and that they have helped you with this. Please keep an eye on you inbox for updates on your case. 

Hey there @Libbymary! I'm glad to hear that our team sent you a replacement. 

Let me know if you both have any questions present, I'll be around.

[Nadavbr4]

Hey,

have the exact same problem.

I have the ability to control the watch through the Fitbit app, but the “flat” button does not respond to any kind of pressing.

hope to get help as soon as possible.

[MarreFitbit]

Welcome on board @Nadavbr4. If the button on your Charge 3 is not responding, I'd recommend to perform a long restart by following the steps below:

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. 

Give this a go and let me know the outcome. 

[Nadavbr4]

Tried it already. The button does not do anything.

[MarreFitbit]

Thanks for getting back and trying the long restart I've recommended @Nadavbr4.

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. 

Let me know if you have any questions present. 

[Libbymary]

They ended up sending me a new one. Just the actual piece, no band or cord or anything. But my new one works great.

Sent from my iPhone

[MarreFitbit]

Great news @Libbymary!  I'm very glad to hear that your new device is working as expected. 

I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!