Charge 3 grey and white lines on the screen

[ShamSSB]

Hi,

This morning, while I was charging my Fitbit charge 3, it's screen turned gray with stripes.

I tried long restart, as suggested by some. The issue is still unresolved.

Any suggestion or help would be appreciated.

Thanks!

Moderator edit: updated subject for clarity

[SunsetRunner · Accepted solution]

Contact Customer Support.

[ShamSSB]

Thank you, I'll contact, as suggested.

[MarreFitbit]

Hi there @ShamSSB, welcome to the Community Forums. Thanks for the details provided about the Charge 3's behavior and for restarting it prior to contacting us. 

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here. Please keep an eye on your inbox, someone will get in touch with you shortly. 

Thanks for your recommendation @SunsetRunner.

[ShamSSB]

Thanks Maria,

I'll wait for a day or two to get a response to my email. 

My device is still within a warranty period until 16th Jan, so may go the store and see if they can replace it.

Cheers, 

[MarreFitbit]

You're very welcome @ShamSSB. 

If you cannot return your Charge 3 to the store, be sure that our Support Team will help you. 😉

[ShamSSB]

My device has been replaced with the new one.

Thank you!

[MarreFitbit]

Music to my ears @ShamSSB! 😉 I'm glad to hear that your Charge 3 has been replaced. 

Don't forget that you can set up your new device on your currently Fitbit account without losing any previous data by following the steps below:

1. Tap the Today tab and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

I'll be around if there's anything else I may do to help you. 

[ShamSSB]

Thanks Maria, 

Appreciate your advice.

Yrs, I managed to set up my new device without losing the previous data.

On the other note, it would be great to know how often this issue of screen graying has been noted for charge 3? 

Is it related to any particular reason? Or wearing it all the time (in shower, swimming etc)?

It is meant to be water proof. What can be done to prevent it from happening?  

Thank you so much,

Kind Regards

[MarreFitbit]

You're very welcome @ShamSSB.

We are not sure what might have caused this, but we would expect this to be a glitch and I would ask you to keep an eye on your tracker, and in the case this happens again, please let me know and I will be glad to further investigate. 😉

For more information about wearing your Fitbit device, see our Wear and Care page. 

[ShamSSB]

Thanks!

Have a great day,

Shamim

[alex8474]

Customer support Web page down looking for phone number to contact fitbit 

[Rye517]

Mine also turned gray this morning. It was not like this when I went to sleep. When i woke up it has gray lines on it. Tried to restart and change clock face but nothing works. Still the same. I believe it is not more than 2 years since i got it. Tried updating but still the same. Not happy.