Charge 3 button not working

[Laurajayneactch]

hi my Fitbit charge 3’s main back/home button on the left handside of the device is not responding when I touch it it’s not moving the screen and it’s not vibrating like it should do either, Iv tried removing and re adding the device and Iv tried holding it down while on charge still no response Iv also changed the clock face and still nothing please help 

[JuanJoFitbit]

Hi @Laurajayneactch, welcome to our Fitbit Community! I'm sorry to hear about the button, screen swiping and vibration issues that your Charge 3 has experienced. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

I'd like you to try a long restart. To do so on your device, follow the steps below:

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.
8. After this, try cleaning around the button with a toothpick in order to remove any dust or moisture that may be affecting the functionality of your tracker

Finally, monitor your Charge 3 for the next 24 hours and see if the issue gets fixed.

Keep me posted on the outcome.