Charge 3 display horizontal lines at top of screen

[pmlittler]

My Fitbit Charge 3 has developed a fault on the display. At the top of the screen, it looks like parts of the display are missing - it looks like dark lines in the white info showing whatever screen is showing.

This unit was a warranty replacement for an original unit which packed up last year while still in warranty.

I've been extra careful with this new one - haven't bathed or showered with it on since it arrived for example. I've tried the various methods of rebooting it and it hasn't cleared the fault. Any ideas? 

[LiliyaFitbit]

Welcome to the Fitbit Community, @pmlittler.

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your Charge 3 screen. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts.

Let me know if you have any questions.

[Rustyl]

How do you fix it, my charge 3 started with one horizontal line and now there are two. 
I have tried to sync, reset(long and short), changed clock face, but nothing removes the lines. 

[pmlittler]

I couldn't fix it either. Ended up contacting support and they're sending me a replacement under warranty. Second one that's failed on me. Last time it was the display also but much worse 

[DaveW1955]

I have the same problem. Have tried hard reset, changed clock face and still no luck. Really disappointed with it and I haven't had for a year yet. Please advise.

[pmlittler]

I would contact support via the online chat. They are really helpful and should resolve it quickly if it's still under warranty. I spoke to them yesterday and there's a replacement on its way already. Other option was 50 percent off a new one. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Rustyl @DaveW1955. Thank you for your reply, @pmlittler.  

@Rustyl @DaveW1955 Thank you for joining the thread and sharing that you're experiencing the same issue with your devices. I totally understand how you are feeling and appreciate your troubleshooting efforts. 

@Rustyl Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

@DaveW1955 Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts.

@pmlittler I am glad to hear that you had a great experience with our Support team and now you'll receive a replacement. Thank you for your posting the update here. I appreciate your feedback. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

I'll be around if you have any questions. 

[DaveW1955]

Thank you for all the information .
Speak soon
Dave

[LiliyaFitbit]

Hi @DaveW1955, thank you for your reply.

I appreciate your time and feedback and looking forward to seeing you around the forums!

Enjoy the Fitbit experience. Happy stepping!

[SunsetRunner]

I am also having issues with myself and my husbands watches. We purchased them in November and got them for xmas. The pixels started disappearing on mine a while back but changing the clock face seemed to fix it then they have slowly started disappearing till now I’m missing half the numbers in the time and half the date aswell as black lines through the other information. My husbands has just started doing the same with the bottom of the time numbers missing! What should i do to fix it?

[pmlittler]

I would contact support via the online chat and talk to them. They'll ask
you to try some restarts but if it's faulty after that they should offer a
replacement if they're still in warranty

[LiliyaFitbit]

Welcome to the Fitbit Community, @SunsetRunner. It's nice to see you around, @pmlittler.

@pmlittler Thank you for your efforts to help other users and sharing your suggestion to contact our Support team. I appreciate your time and feedback.

@SunsetRunner Thank you for joining the thread and sharing that your husband and you are experiencing the similar issue with your devices. I appreciate the details shared and recommend trying the following:

1. Restart the device: How do I restart my Fitbit device?
2. Perform a long restart:  

• Connect the device to the charging cable.
• While the device is plugged into the charging cable, press and hold the button down for 15 seconds.
• The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration
• The device turns off.
• 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.
• Remove the device from the charging cable. The device shuts down.
• Important: Plug the device into the charging cable again.

I also recommend making sure your devices are updated: How do I update my Fitbit device?

Keep me posted on the outcome.

[SunsetRunner]

Hi I’ve done all of the above no difference made. There was no update available to download. 

[LiliyaFitbit]

Hi @SunsetRunner, thank you for your reply. 

I appreciate your efforts and the additional details. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts.

I'll be around if you have any questions. 

[DaveW1955]

Hi,
I have had a replacement unit supplied in double quick time. Great support.
Thank you
Dave

[LiliyaFitbit]

Hi @DaveW1955, it's nice to see you around.

Thank you so much for your feedback as it's important to us. I hope you continue enjoying the Fitbit experience and working on your goals. 

Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

Keep on visiting the forums!