Charge 3 - White Lines on Screen and now Dead

[ClaireM1112]

Hi All,

About a week ago, after charging, my charge 3 developed white screen with lines and now it won't even turn on? It is only 2 years old. Is there anything I can do? I've tried calling customer care but the line always disconnects after 2 or 3 minutes before I get the chance to speak to anyone😔 Help! I miss counting my steps. Thanks in advance, Claire

[AlvaroFitbit]

@ClaireM1112 I hope you're doing well!

Let me help you with this and sorry to hear that you couldn't contact our Support team. You don't mention any troubleshoots so I suggest you restart your tracker by doing the following:

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 on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

Let me know how it goes.

[NagCB]

Hi, same thing has happened to me. Tried above charge/restart but still nothing on screen. It is still logging steps etc, as it updates to my phone, but can't see the time etc on watch! I have also tried changing the clock face as someone suggested, still nothing. Help please! 

[AlvaroFitbit]

@NagCB Thanks for being part of our Community! 

Let me help you with this and thank you for troubleshooting this issue. Since the issue persists I have created a ticket so our Support team can further assist you via email.

Let me know how it goes.

[NagCB]

Thank you 

[AlvaroFitbit]

@NagCB you are very welcome and hopefully you will be back on track in no time.

Keep me posted.

[ClaireM1112]

Hi Alvaro,

Thanks for the reply. Sorry I didn't mention but I have tried that. The screen won't even turn on now, even when I plug it in. It is still syncing mind you but not tracking sleep or counting steps. My partner had an Ionic and it actually did the same thing, both dead😖

Is there anything else I can try? 

Thanks,

Claire

[NagCB]

Hi how long will it take for someone to get back to me regarding this
issue?

[AlvaroFitbit]

@ClaireM1112 @NagCB thank you for the update.

@ClaireM1112 I have created a ticket for you. You will be contacted by email.

@NagCB Sorry to hear that you haven't received a reply. Due to recent events affecting our operations, Support may need more than 7 business days to respond.

Keep me posted.

[ClaireM1112]

Thank you so much! Fingers crossed it can be fixed😊

[Laurag71]

I have exactly the same issue now with my Charge 3. It won't turn on at all. Useless!

[NagCB]

I received an email yesterday with instructions that did not work and still waiting for response to what happens next. Very disappointing customer service, this watch was a special present and hasn't even lasted 2 years. Was really happy with it up till now but if I don't get it sorted then will be looking for another make in the sales. 

[AlvaroFitbit]

@Laurag71 It's great to have you here! 

Thank you for posting here. I noticed that you both already have tickets with our Support team so keep working with them to find a solution. @NagCB please do let them know about the results so they can continue assisting you.

@ClaireM1112 hopefully Support will be able to help you or have options for you.

Keep me posted.

[NagCB]

I replied yesterday after trying the solution they gave that didn't work.
Not heard back yet. This is obviously a common problem, so very
disappointed.

[AlvaroFitbit]

@NagCB thank you for letting me know about this. I left a note on your ticket but still I ask you for your patience as Support is getting higher than usual contacts due to the holidays. Still rest assured that they will reply to you and keep assisting you.

Keep me posted.