Charge 3 developed white lines on screen

[P0rtion]

My charge 3 has suddenly developed these vertical white lines running down the screen. I can no longer swipe up or to the side either, though tapping the screen still seems to work. I've tried a reboot (hold button for 8 seconds) but no change. I also tried changing the clock face, but that didn't help either.

Does anyone have any other ideas?

[MarreFitbit]

Hello @P0rtion, thanks for stopping by! Also, thanks for already troubleshooting this issue with your Charge 3's display and for the picture provided. 

I went ahead and created a case for you with our Support team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account.

Let me know if there's anything else I may do to assist in the meantime!

[P0rtion]

Thanks for your reply.

Any idea how long it takes support to respond? 

I can see from the forum that they're inundated with other people having the same problem, but it's been three days and nobody's made contact. I can't get through by phone.

Thanks

[JamieZi]

Mine started doing this exact thing 2 days ago after charging. I tried to do a hard restart and changed the clock face a few times with no fix. I literally bought this thing 2 months ago...this doesn't make me feel too good about my purchase. Did you get any resolution?

[P0rtion]

Hi JamieZ,

Exactly the same with me, mine was a Christmas present.

Their support team have been in touch via email this morning and asked me to do another restart which didn't make any difference. I'm now waiting for them to get back to me again.

Loads of people seem to be having the exact same problem and seem to be getting replacements. Hopefully, it won't take too long to sort out...

As you say, it's not great is it? Especially given how many people are having the same problem. If it wasn't a gift, I'd be asking for a refund.

update: The support team have been back in touch today with nice quick response times. They wanted details as to where and when I got the fitbit etc. and then sent me an online form to fill in. Just got an email saying that they're going to send me a new fitbit within the next 3-5 business days and that I'm to dispose of the old one when it arrives. That's great as it means that I won't be without a fitbit for weeks on end which is what I was fearing.

Let's hope the new one lasts a bit better!

[SunsetRunner]

 Mine has done the same thing. And I’ve been through this room before and they said to reboot it for eight seconds I did that. I did that again with the :-). I had my husband do it. And it still had those lines. So I took it off and let the battery run all the way out for a couple days. I just plugged it in and it has those lines.

[P0rtion]

If you can get through to the support team, they seem to be pretty efficient at organising for a new one to be sent out.

I think that so many people are having the same problem that they are sorting out replacements pretty quickly.

I just hope that the replacement lasts longer than the original...

[MarreFitbit · Accepted solution]

Hi @P0rtion! I'm happy to hear you had a great experience with our team!  Hope you enjoy your new Charge 3!  

Welcome to the Community Forums @JamieZi! Thanks for doing a hard reset on your device and for changing the clock face a few times already. I was about to create a support case on your behalf, but I saw you got in touch with our team after posting here. You're in good hands now! 

Hi there @SunsetRunner, thanks for jumping in here and for attaching a photo showing how your Charge 3's screen looks like. Thanks for already troubleshooting this issue, nice way to go! 

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!

Ping me out if you need further assistance! 

[Missiboyd]

I also have this issue.  I have reset it 3 times as well as tried the clock face fix.  I received this as a gift for Christmas to replace my charge 2 which I loved.  Very upset that I cannot get this to fix.

[SunsetRunner]

I had the same problem. I took a screenshot of the ones on the screen and Fitbit support immediately contacted me for a replacement that is currently shipping.

Moderator edit: removed personal information

[karenscott1965]

Mines doing the same really not happy, can't swipe either 

I have reset it rebooted it changed the face and it's still the same

Mine was bought from fitbit on Amazon

[texaspepper]

Hi ...

I don't see how to post a "me too" but when I took my fitbit 3 off charge today, I also came up with the lines on the face... I also tried to reboot... I also tried to change the clock face....

[MarreFitbit]

Welcome to the Fitbit Community @Missiboyd, @karenscott1965, @texaspepper! I really appreciate you all have taken the time to troubleshoot the issue with the white lines on your Charge 3 devices. 

I've seen you all got in touch with our Support Team after posting here. Glad to hear they were able to sort this out. 

Thanks for your advice @SunsetRunner! Happy to know our Team replaced your Charge 3!

Please don't hesitate to let us know if you need further assistance.

[LizThomas]

Hi

I have the same issue.

[Missiboyd]

Contact the customer service department.  I am currently waiting delivery of my replacement fitbit.  they were very helpful.

---

@LizThomas wrote:

Hi

I have the same issue.

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[karenscott1965]

I agree .. I contacted Customer services by Email and was sorted out in under half an hour, my replacement was sent next day and its on its way to me, customer services were brilliant to say the least 🙂 

[LizThomas]

Hi
I did contact Support - they sent an email with some instructions for me to follow - which I followed - the lines remain unchanged.
I’m glad they sorted your issue out tho.

all sorted now and am very happy with the result - looking forward to getting the replacement.

Sent from my iPad

[MarreFitbit]

Hello there @LizThomas, @Missiboyd, and @karenscott1965! I'm very glad to hear our Support Team has been of help to all of you. Thanks for letting us know the outcome.

Please don't hesitate to let me know if there's anything else I may do to assist. 

[LizThomas]

I’m very happy with the result and look forward to getting the replacement.

[MarreFitbit]

Hi @LizThomas! I'm glad to hear you're happy with the result. 😊

Keep in mind that you can set up your replacement on your currently Fitbit account without losing any previous data by following these steps:

1. From the Fitbit app dashboard, tap or click the Account icon.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Happy stepping!