Charge 3 Lines in Screen

[Ddandrea]

I have horizontal blank lines taking over the screen of my Charge 3. They seem to be spreading down from the top. I can barely see my steps count. What can I do? Is this a defect of the charge 3? Can I trade it in for a new one?

[EdsonFitbit]

Welcome to the Fitbit Community @Ddandrea.

I'm sorry to hear that your Fitbit Charge 3 has horizontal blank lines over the screen. Thank you for the information provided.

On this case, please restart your Tracker by following the steps on this article. If this doesn't work, you can perform a long restart:

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.

If you have any question, please let us know.

[Ddandrea]

Hello! 

Thank you for your reply.

Unfortunately, my screen is completely black now. I did try to do the reset. It is still monitoring my sleep, steps, and heart rate, but there is no display.

Danielle

[EdsonFitbit]

Thanks for your response @Ddandrea.

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. Thank you for your patience.

Please let us know if you have any question.