Charge 3 has a solid white line on screen

[Taylorlea]

I have had charge 3 on charge, got the smiley face then solid white line. Fitbit app is updated, will not sync to charge 3. What to do next???? Please advise

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Community Forums @Taylorlea! Thanks for making sure that your Charge 3 is fully charged.

If the screen is not turning on, please restart your device by following the steps below: 

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

Give this a go and let me know the outcome. 

[Taylorlea]

I have tried all the options mentioned the watch is still not tracking or syncing to app.

regards Leanne

[MarreFitbit]

Hi there @Taylorlea, thanks for coming back and following the steps provided. 

Since your Charge 3 is still showing the white line on the screen, 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! 

Let me know if you have any questions present. 

[lfontana]

have followed everything-  it s stuck on white line-  Fitbit charge 3- perfect condition just will not turn on no matter what I try-   how or where can I get this resolved?   

[MarreFitbit]

Hi there @lfontana, welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Charge 3's screen. I appreciate you have already tried to troubleshoot this situation prior to reaching us.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved soon. 

[lfontana]

thank you- I am so disappointed it will not restart- and 25% off another defective charge 3 is not helping? If you want to keep a customer it should be 25% off the new model charge 4