Charge 3 display corrupted

[Janeconroy]

Hello!

I've had my Fitbit Charge 3 for a little over a year. A few weeks ago I noticed a black line or two going across the time at the top of the screen. I thought this would resolve with charging but the lines are increasing down the screen and take up about half the screen now. I have tried resetting but that did not work. I am very happy with my Fitbit and hoping to not have to replace it. Any ideas?

Moderator edit: subject for clarity

[AlejandraFitbit]

Welcome to the Forums, @Janeconroy.

I am glad to hear that you are enjoying your Charge 3 and appreciate the efforts in trying to fix this display issue. If your tracker's display is corrupted, I recommend performing a long restart by doing the following:

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.

Let me know how it goes. 🙂

[Janeconroy]

It won’t hard reset, I’ve tried I handful of times following the directions you sent but a smiley face will pop up then the battery icon just shows

[AlejandraFitbit]

Thanks for the update, @Janeconroy.

Upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

In the meantime, let me know if you need anything else. 🙂