Charge 3 display not working

[Gizmo_Bobo]

 Fitbit Charge 3 display not working, why? It was at 95 % charge

Moderator edit: subject for clarity

[straubs]

i tried rebooting and changing the clock face multiple times but after the screen comes back, it turns to black again after a few minutes. a couple of times when the screen came back, it had a line on the right side of the screen (see photo). like the other commenter, my charge 3 was at 90% so it couldn’t be due to a dead battery. this is a replacement unit sent to me after my initial Charge 3 displayed vertical lines. i wonder if Fitbit will offer a solution (other than troubleshooting) since the replacement unit they sent is defective. this seems to be a common experience among the charge 3 users. 

 

Moderator edit: format

[Theresamariexo]

I am having the same problem. I attempted to restart my tracker and change the clock face without success. I also allowed the battery to run out and then recharge, but the screen is still black. Please help! 

[SunsetRunner]

So this happened before and Fitbit replaced it.  It happened out of warranty and they offered me a 35% credit towards a new one.  But, why would I buy another one of these?  Thinking Apple Watch is the way to go.

[AMJEK]

I am experiencing the exact same problems as you WorkOutGrind.  I cannot restart my Charge 3, or at least if I can I can't see that I have, and changing the clock face on the app hasn't remedied the situation either.  What else can I try? 

[DavideFitbit]

Hello, welcome to the Fitbit Community forums @Theresamariexo @SunsetRunner @AMJEK.  

Thank you for all the details that you've provided regarding the inconvenience that you've been experiencing with your Charge 3 devices. 

I've sent your information to the Customer Support team for further assistance with this, but was indeed informed that you already have a case created or that you already got in touch with them. I recommend that you continue the communication with them so they can let you know how to proceed. 

Have a great day. 

[SunsetRunner]

Davide,

Thank you for your timely reply, 18 days later. 

I decided to let the Fitbit die. I decided not to buy another one. I've slept amazingly the past 18 days. I'm not counting my steps, or tracking my water, but I'm moving a lot and drinking a lot of water - still. So thank you Fitbit. You have trained me well. I am in much better shape and have learned many new habits the past two years and I think I can carry this on for a long time.

Thank you.

Good luck to everyone.

[Cabelt]

I have the issue of one black line in the middle of the screen is black, al pixels are missing in my Fitbit Charge 3. I have done all the possible restarts (soft, clear user data, 8 seconds restart and the 15 seconds/7 vibration long restart while connected) and nothing has changed, have also changed the clock face several times and the problem is still there. I have contacted support and the answer was "your Fitbit is out of warranty, just buy another one, we can help you"..... just to warn everyone here, the Fitbit is just out of warranty, it was purchased 13 months ago, very strange (what a coincidence) that right out of the 12-months warranty the screen failed with no way to solve it. It's disappointing that a known issue for Fitbit with the black lines in the screen since a couple of years ago (or more) has not been corrected in the new software versions.

I have asked Customer Support to escalate this as their answer of "buy another one" was not acceptable, expecting their email but to be honest, my expectations are very low, this was my first Fitbit and I think it will be the last. Will provide an update to this group in case I have a proper answer from Customer Support.

[DavideFitbit]

@SunsetRunner thank you for your feedback, I'm sorry to see that it wasn't possible to find a resolution and that you've decided not to use your Fitbit anymore. 

Welcome to the Community forums @Cabelt, thank you for sharing all the details about what you've been experiencing with your Charge 3 and the troubleshooting steps that you already tried. 

I've seen the Support team has been taking a longer time than usual to reply via e-mail, so the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. I've been informed that you already got in touch with the Support team for further assistance with this. 

I'll be around if you have further questions. 

[Cabelt]

Thanks for the comment @DavideFitbit, I just wanted to report that I have another new black line (no pixels) across the screen, so now my Fitbit has two black lines across and I'm afraid others will start appearing soon as others have reported. I have restarted the Fitbit using all the restarting options and the black lines are still there. Customer service has not contacted me yet and I'm really frustrated that this is happening just after 13 months of purchase date.

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@DavideFitbit Updating the status of my Fitbit Charge 3.... after 3 hours of reporting my second black line across the screen I have two more black lines for a total of 4 black lines, it's slowly dying, need your urgent help here as I'm afraid my screen will be totally black before the end of the day.... 

[DavideFitbit]

@Cabelt thank you for your reply and confirming that you already tried a few troubleshooting steps. 

I've proceeded to send your information to the Customer Support team for further assistance with this, but was informed that you already got in touch with them. If you still haven't receiving help from the Support team, please chat with us online or give us a call as soon as possible. Click here to get connected.

Keep me posted. 

[Nards21]

I've tried the instructions above about resetting once plugged into the charger and it didn't work and I don't seem to be able to change my clock face on my mobile. Can anyone help please? 

My screen has totally gone and my fitbit is only just over a year old ☹

[Nards21]

Can someone from fitbit get in touch  please? 

My screen is gone and none of the above suggestions in the chats has helped it come back.

[jkellahin]

can someone help me? My charge 3 will not swipe or reset.

[WilsonFitbit]

Hello @Nards21, @jkellahin, welcome to the community forums! Thank you for your help! 

Since the inconvenience has persisted despite of following the suggested troubleshooting steps, the best way to get help is to contact our Support Team. You can contact them through chat or over the phone. Click here to get connected. 

Please make sure to explain the situation and the troubleshooting steps you've followed, this way they can help you from there. 

Have a wonderful day! 

[jkellahin]

hello. someone from the warranty dept was supposed to get in touch with me after speaking to the representative but I never got the email. can someone please get in touch with me? the device did not respond to troubleshooting. It has not been damaged. I bought it March 2019 at target. california. usa. charge 3. doesnt swipe animate or reset correctly. thank you.

[WilsonFitbit]

@jkellahin, thank you for the information! 

I was informed by our Support Team that you reached out to them yesterday and they have worked on your case. If you have additional questions, please feel free to update your case so our team can continue assisting you. 

Have a great day! 

[Janzo50]

I am also experiencing the display problem and have tried the suggested fixes but they are not working for me. Please help...

[13Janet]

Hello,

I'm having the same problem with the display not being visible. I've tried the reboot and changing the clock face but they didn't work.

[Nards21]

Hey Janet,

If those things haven't helped, you have to go to support for help. That's what I ended up doing. ... https://myhelp.fitbit.com/s/support?language=en_US 

[Nards21]

Hey Janzo, 

Next step is support. 

https://myhelp.fitbit.com/s/support?language=en_US