Charge 3 blank screen

[SwAY]

So like so many users my charge 3 slowly started going dim and eventually went completely black. I have tried all the "fixes" Fitbit has sent out, restart, factory reset, change the clock face. Nothing works. I have been going back and forth with customer service for a couple days and they are no help. I was getting the same generic answer of "we are working on it, be patient, but we have no idea when it will be fixed". This is so unacceptable, I still have warranty on my band but they will not honor their warranty. I am so mad and dissatisfied and disappointed with this company. They should be recalling the charge 3 and offering replacements for customers.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi there @SwAY, welcome to the Community Forums.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. 

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run.

I've seen that your reached out to our Social Media Team and they already updated your support case. Please keep an eye on your inbox for updates on your case.

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

[Fitmillie]

I have exactly the same issues. Nothing seems to work 😞

[MarreFitbit]

Hi there @Fitmillie, welcome to the Community Forums. I'm sorry to hear that you're going through this situation as well. Thanks for taking the time to troubleshoot the screen of your Charge 3.

Before considering other options I'd like to confirm the steps you've done. So, please restart your Charge 3. If the restart doesn't work, I suggest restarting your Charge 3 using the 15-second method: 

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. 

In case that neither of the restarts work, please check in your Fitbit app if your Charge 3 is still syncing. If so,change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

Give this a go and let us know the outcome. 

[Fitmillie]

I’ve done everything you suggested.
Display is still black. No change.
😞

Sent from my iPhone

[ScubaMick]

I have been having the same issue too. I woke this morning to a blank screen, I've still worn the Charge 3 all day and have been receiving notifications, the Charge 3 has been syncing to my phone and all the data has been updating so it obviously still works but the screen is blank. I've tried the standard reset, the long reset, changing the clock faces etc. but no joy. It was working fine yesterday, the only issue I have had with it since I got it in September 2019 is that the exercise shortcuts decided the only exercise I could do was Pilates, I fixed that with a standard reset. Any ideas on what else I can do to fix this blank screen would be appreciated.

[Kjenkins01]

I've also had this issue, for about 3 days. Woke up to a blank screen. I've tried the 8 second reset, the 15 second reset, changing the clock face multiple times over the last couple days but nothing seems to work. My fitbit charge 3 is also still syncing with my phone and charging when placed on the charger. Any time I try to reset, I don't get any of the indicated vibration sequences or smiley face, battery indicator, progress bar, etc.my daughter gave this to me for Christmas so I've only had it/been using it for just over 1 month.

[SwAY]

So finally after many back and forth a I sent a picture of my blank screen and was offered a replacement or a discount on another model. I think I will go with a different model after all these problems. Very glad Fitbit stepped up and helped me with this issue

[Fitmillie]

Any other suggestions? 

I see that my fitbit is still syncing with my iphone but no matter what I do or what kind of reset I try, the displays remains black

[stevenraub]

No one should have to go through the experiences you and others just described. I ordered a charge 3 today and stopping shipment.

Thank you

[MarreFitbit]

Hello @Fitmillie, @ScubaMick, and @Kjenkins01. Thanks for troubleshooting your trackers as suggested above. 

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! 

Hi @SwAY. I'm glad to hear that our Support Team has helped you. 🙂

Hello @stevenraub, welcome on board. We appreciate your comments. We hope you receive your Charge 3 very soon.

I'll be around if you have any questions present.