Charge 3 band latch stuck pressed in

[hahamm]

My charge 3 belt was broken, and still within one year warranty. Therefore, I contacted support and get the replaced belt. However, when I tried to install new the belt, I found that one side of the fitbit is easy to take off from charge3, but the other side cannot take off, even I use my fingers, and also try a pen to push the button, but cannot take if off. The button just cannot press in. I even tried press the button and twisted the belt, still cannot take the belt off. 

Two days ago, I contacted the fitbit support with an image to explain. An agent called Alvin quickly responded me ( I appreciate it)  and asked for a video to prove myself. Then I sent a video to support. But I did not get any reply. This morning I reminded the support team again, but still no any response.  I believe that fitbit support just intentionally ignore me.  

Can anybody help me?  Thanks in advance! 

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Community Forums @hahamm. Thanks for the steps you tried so far in order to remove your bands.

Also, thanks for contacting our Support Team prior to contacting us. I've check with our team and it seems that they replied to you after you posted here.  Please make sure to check your inbox. 

Fitbit Charge 3 have 2 detachable wristbands (top and bottom) that you can replace with accessory bands sold separately. To remove and replace the bands on both sides:

1. Turn over your tracker and locate the two wristband latches—there’s one on each end where the wristband meets the frame.
2. To release a latch, press down on the flat button on the strap.​
   
3. Gently pull the wristband away from the tracker to release it.​
   
4. Remove the wristband on the other side. If you’re having trouble or if it feels stuck, gently move the wristband back and forth to release it.
5. To attach a wristband, slide it on the end of the tracker until you feel it snap into place, then repeat on the other side. If you have trouble attaching the wristband or if it feels loose, gently move the wristband back and forth to make sure it is attached to the tracker. 

               

Give this a go and let me know the outcome, I'll be around. 

[Backofthenet]

Hello,

Update to my post below - I received replacement straps under warranty and to my surprise they worked!! - so in my case it was worn straps rather than worn pebble latch

I have exactly the same problem in that the wristband latch on one side of the fitbit is clearly stuck in one position (depressed in) and will not move thus the wristband on that side comes off very easy - especially during heavy excercise or swimming. Have almost lost the fitbit a couple of tmes now as do not realise it has fallen off and have to search for it

I have reported this to helpdesk as my charge 3 is still in warranty - sent in pictures etc and helpdesk have quickly despatched a replacement band. 

I fear this will not solve the issue - it is clearly the latch that is stuck and will not move. 

I will wait for the new wristband to arrive and try but lets see.......

otherwise i will re-open the case and send in further evidence

[Salthorse]

 I have exactly same problem. What can I do?

[Backofthenet]

Hello,



I managed to force the band off and subsequently the band was very loose
fitting and would fall off easy.



My device was still inside it's 2 year warranty so I logged an issue with
Fitbit.



I had to provide pictures and a video and they accepted the fault and said
it was the strap so they provided a new strap for the Charge 3.



The new strap was a lot tighter fitting but can still come away from the
Charge 3 in extreme use.



Also none of my other non OEM bands will now stay on.



So for the time being I have accepted the resolution but I am still under
warranty so will be seeing if it gets worse.

[Salthorse]

In my case the broken piece on the device side won't disengage because the
locking latch won't go down when pressed.
Can someone help with that?

[Backofthenet]

Hi there



That was what was wrong with mine and I had to force it off - pull it off
with some considerable force.



Then it was loose and would not engage correctly so that is when I logged
the issue and was provided with a new strap

[Salthorse]

I can try that but afraid it could damage the latch mechanism of the
device. Then the charge 3 itself would require replacement. I ve posted the
complaint to Fitbit, waiting to hear back from them. Thanks for your
clarification.

[Backofthenet]

That is probably the problem - the latch mechanism is jammed due to a build
up of material between latch and strap.



A thorough cleaning after prising free left the mechanism not working
correctly for me - it would stick



A new strap worked for me but as I said it is not 100% but much better than
it was when I first forced the strap off and cleaned the latch mechanism/old
strap.

[Mikeyspeed]

I didn’t realize my band was under warranty still so I bought a new one.  I have the same problem with one button stuck down and it won’t hold the new band on

[Backofthenet]

I have now for the second time under warranty had the band replaced - it
works for a week or so then back to the band coming off under heavy training
- really frustrating!!



Not sure what to do now

[Salthorse]

I had a similar problem and communicated with the company. They replaced
the damaged band as it was still under warranty. It was a hassle free
experience and I appreciate their customer service.
Bharat

[WXWIZ]

Had two problems a lot of people having.  The longer band (with holes) came off but then it would not stay on once reattached.   The other shorter band (with buckle) would not come off despite pressing it extremely hard but eventually did using a popsicle stick to press latch but then button was stuck in down position.  To make a long story short I used alcohol with a kids coloring paint brush to dab the latch areas again and again and again while blowing on the latch occasionally to clean it.  The longer band latch freed up quickly springing back to the original position and the new strap then attached without an issue.   The buckle band would not come back up and I used a small screw driver to pry the button up by its edges while continuoulsy soaking it with alcohol and eventually it loosened up.  Be careful with prying, the edge of the button breaks off easy as I sadly found out but does not appear to affect the attachment.   My assumption is dirt and sweat makes a pretty good glue and most be dissolved before buttons work.  Next time will first dab with alcohol to break bond and then press button.   Good luck.  Oh, and FITBIT, poor design.

[WXWIZ]

Forgot to mention the reason I had to replace the bands initially was because the buckle broke off from the smaller band.  In addition, I did call FITBIT to ask for help with the band removal issue but they were of little help.   I mean why send a video of your issue.  Pressing a button down is not rocket science.   It either works or not.  The device was 30 days out of warranty (1year) so they were willing to give me 25 percent off towards a new purchase.  Come on.  A broken buckle forces you to replace a $125 device?  Once this Charge3 bites the dust,  it will be no more FITBITs for me. 

[Backofthenet]

Same issue as I reported - identical!!



They did provide a new band - which was fine at first but then same happened
again - so I gave in and superglued my longer band in place - worked so far



But never thought of cleaning with alchohol (we call it white spirit in UK)
so will definitely be giving that ago if band comes off again.



Think your 100% correct about the grime and sweat being the issue with the
clips BTW

[Salthorse]

Absolutely. I did something similar. It worked.

[WXWIZ]

Have had a few thoughts of this issue since yesterday.  Next time I will try vinegar which is a mild acid to help clean/dissolve the built up sweat and dust.  Might work better than alcohol.  Also next time, will use a very tiny drop of WD40 (the kind that is safe with plastics) to lubricate the latch/button mechanism once cleaned.  This may allow it to go up and down easier.  Just some ideas maybe someone can experiment who is now having the issue.  

[SunsetRunner]

I was having the same issue with my husband’s FitBit charge 3... he has has his six months and wanted a leather type strap but in the time he has had the tracker he has done loads of sweaty exercise, and the original strap just wouldn’t budge.

I tried a bit of vinegar and did manage to get the straps off and cleaned it up. The new straps went onto the now clean tracker beautifully and are staying put nicely 👍
And my efforts were appreciated as he says his new strap is so much more comfortable.

[cchamb4]

The information posted by WXWIZ is what finally enabled me to fix my Charge 3 band problem (buttons both stuck in).  I used my Charge 3 daily for 9 months with no trouble.  Then I broke my original band and bought a replacement from Walmart.  It would not stay on.  I read many posts about this issue but none helped me until I got to WXYIZ.  Alcohol seemed to work better than vinegar for me and it worked for only one button.  WD40 got the other one loose.  I used the silicone type which says it is water resistant and safe for plastic on the can.  This all took me over 2 hours.

[Backofthenet]

I did use superglue - which has held firm so far after 2/3 months - but if I
had read the approach with alcohol / vinegar I would have gone that way as
it seems a better solution - as you can change straps etc.



My solution is a bit irreversible!