Charge 3 black lines on the screen

[PS9939]

My Charge3 has several black horizontal lines on the screen (assuming dead pixels?) that have started appearing this week. I have tried restarting my device a few times, fully charging it, and changing the clock face. None of this has helped. Does anyone have any other ideas that may help?

The device also has not been the best at sleep tracking since these appeared.  And lastly there is a massive delay in displaying my calorie burn on the app. Not too sure how this happened as the FitBit was completely fine a week ago. (Device purchased in February). 

Appreciate any insight and thank you in advance!

Moderator Edit: Clarified subject

[rdr07]

I too am having the same problem. It started suddenly 1 week ago and has progressively gotten worse. I can barely read the stats on the Charge 3 face now. I've tried all of the suggested troubleshooting steps, but have not been able to resolve the issue. Would you mind helping me get this to appropriate level of support? Thank you in advance for your help!

[Joshuapettigrew]

I have contacted customer support Monday and they are sending me a new
watch. I purchased the watch in December and it came with a one year
warranty. Contact the 1800 number and they maybe able to help you.

[lizagator]

Hi Marre!

I’m having the same issues as PS9939. There are 3 lines cut out, and problems tracking some sleep - but more-so the sleeping heart rate - and they started at about the same time. The sleeping heart rate graph isn’t populating but it shows me what % of sleep was above/below RHR. My actual heart rate is populating in the app ~50% of the time. These issues with the device started in late June 2020 (purchased my Charge 3 in late November 2019). Do you have any tips for how I can resolve?

Thanks so much for your help!

[rdr07]

Thank you Joshuapettigrew! I'll do that.

[OrlaMull]

Try customer service, I went to fitbit online chat. They're usually very
helpful. My problem, on this occasion, is that they have requested that I
post my charge 3 back before they will investigate and issue a replacement.
This means I'm likely to be without a fitbit for a week or two at least.
I'm very unhappy about this level of customer service

[SunsetRunner]

Hi, 

I have the same issues - black horisontal and vertical lines across the screen and none of restart or face change did not help. Actually I read a lot - why do you continue to suggest to do that, if this does not help to anyone. Must be some common factory or quality issue. 

Please advise what to do. My Charge 3 is older than a year.. 😞

[OrlaMull]

I'm just a disgruntled customer, I don't have the answers but I do expect
customer service to be able to help and fitbit to stand by their products

[Ciara86]

Hi there, just wondering if you could help me to contact support about the same thing. Have tried restarting it etc. And the lines are still there. The watch also keeps flashing on and off even though I have turned off the screen wake setting and even when the watch is still which you can imagine drains the battery?

Not sure what to do. 

Ciara

[OrlaMull]

Contact customer service. I'm still waiting on my replacement and now they
have requested postage receipt. Very unhappy.

[Joshuapettigrew]

If you have performed a hard close on the watch before and it doesn't help
then you may neednyo contact customer support. I know I contacted them
regarding my issue and I have a replacement watch coming tomorrow. If you
have a warranty normally they can tell you over the phone and let you know
how long it is good for. 1 877 623 4997 is the number for customer support.

[LarissaV96]

My Charge3 also has those black horizontal lines..

Tried everything you did too, and even the update i did this morning didn't help.

Since the update I can't read my battery percentage anymore.

It's also getting harder to read my display in daylight, because the brightness of the display is sometimes getting darker when i use it.

I only bought my Charge3 a few months ago..

Can someone help me?

[Kee-Lo]

Hi,

Having the same issue, one line just on the bottom of the numbers when in normal view.  Bought it from Amazon UK.  Where can I return mine for warranty replacement?

[PaulyFleming]

I ended up getting a replacement sent out to me. I used Live Chat on the
Fitbit website, spoke to an agent, we tried some troubleshooting steps and
then he arranged a replacement.

[Kee-Lo]

Thanks, will have to wait until they're open again.

[Joshuapettigrew]

You have to contact fitbit and they decide on what steps you need to take.

[PaulyFleming]

You can access Live Chat via this link. It was a super quick process.
https://myhelp.fitbit.com/s/support?language=en_US

[weezym]

Hi, my fitbit 3 has white vertical stripes.  I've tried the suggestions you've made about a fix, but nothing is working.  Any more ideas?  Thanks, 

[Joshuapettigrew]

If the hard close doesn't work then you have to contact customer support
for a replacement.

[DaisyLea]

Hi, there!  Mine is doing the same thing.  

[katecan68]

I too have horizontal black lines across the top third of the screen.  It appears there may also be a black section along the far left because the first letter of any words is missing.  

I have tried the soft restart and long restart and changing the clock face. Nothing has worked. 

Thanks for any help.