Charge 3 has white lines across the display

[Kellypops]

I think there's an actual issue with my fitbit but thought I'd post in here to see if anyone else was experiencing a similar issue. 

I bought my charge 3 just under two weeks ago. Last Friday, I noticed my screen looked faded and had white lines running through it. I have tried to reset it three times as generally suggested with no such luck. 

I haven't damaged it in any way and I've continued to wear it in the shower as I wasn't concerned due to it being waterproof. The day the faded screen/lines appeared was when the battery was very low - but that's the only thing I can think of and surely a low battery should'nt lead to this? 

Anyone's help would be greatly appreciated before I have to take it back. I've tried to add a picture to this thread but can't for some reason. 

Many Thanks

Moderator edit: updated subject for clarity

[Hollie12]

I couldn’t figure out how

Sent from my iPhone

[TM83]

Request a live chat with a representative and explain what’s going on with
your Fitbit. They will promptly get back with you.

[KatSiebler]

@LizzyFitbit Please help me get more support! They sent me to a link on restarting my device which I did and obviously didn't work. However I did not respond in one day and I fear they have dropped my case. Can I please get a live chat!!!???

[Hollie12]

I’m having to replace my charge 3 due to the issue not being fixed.

Sent from my iPhone

[lynxlake]

i too am having a problem with Charge3...i was trying to follow the instructions for going into device settings and clicking on "about" then "clear data" (I believe it said). I went into my Fitbit app to look for settings - which I couldn't find. Then i went into my Iphone app,settings, about...and it was only info about my iphone. Regardless, when i put fitbit charger on battery the smiley face appears, then nothing. I disconnect charger/reconnect and as i push the side it vibrates a tone 3 times as a white line appears longer after each vibrate....like it's trying to do more, but can't. very frustrated at this point!

[Hollie12]

My hr was off somehow so I turned it on. The white lines are all still across all screens. So getting a replacement

Sent from my iPhone

[Suzbud]

My Charge3 has white lines on the display, I have tried resetting , clearing data several times but still the white lines persist. Bought January 2019.

Is there anything else I can try?

[Live4today]

I would just call. That’s what I did and explain to them what’s been going on and I got a replacement

[Hollie12]

I got a different replacement for 50% off

Sent from my iPhone

[tiannaxcore]

Apparently this issue has been getting worse lately. Mine just started doing it as soon as I plugged it in to charge. I’ve had it for less than a year so apparently I’ll be contacting support to get a new one 🙄

[borninthebronx]

Mine got real bad with lots of lines. I did all of the recommendations to fix it and nothing worked. I contacted Fitbit via live chat yesterday and they agreed to send me a free replacement

Sent from Floyd's iPhone

[lynxlake]

How do you get a replacement? Mine was a gift and I’m sure bought online

[Suzbud]

emailed

[borninthebronx]

I didn’t call, I went to the FitBit web site and started a live chat session. Took me about 5 minutes to get resolved.

Sent from Floyd's iPad Pro

[Wishiwas29]

You will need to have the information from the receipt to show when it was purchased and where

[borninthebronx]

I did not need to supply my receipt. She wanted my email associated with my FitBit account and logged in and knew exactly the date mine was initially activated and used that as my warranty period. Mine was a gift from my wife and I did not have a receipt. 

[KatSiebler]

I have posted to this thread several times with several questions

I'm happy to report it was my lack of going on my MacBook Pro, not my iPhone 8 lol and going to the Fitbit home page in safari, then scrolling to the bottom and seeing that I was able to instantly chat with a live rep. from Fitbit and honestly a screen popped up I was 3rd in line and I was met by a Rep. named "Mary" in about 3 minutes!!

I explained my situation in the simplest way

She asked if I had done some different type of restarts which was nice because right there I could double-check that I did all troubleshooting correctly and it took 2 minutes to do and to realize the screen white lines and issue was present during all reboots and restarts and reboots etc.

she doubled checked my Fitbit email account (since I was already signed into my Fitbit account automatically when I go to the Fitbit webpages) and then she asked where I bought the Fitbit for me it was online from an electronics store , I had forgotten the place I had ordered it from so I found my order email and order receipt in my email and all she needed was the name of the company!

She emailed me a replacement form with a link to type in the address to ship to.

on July 24 in the evening the order was placed, on July 25th I was emailed the tracking number, and on July 26th at noon it was delivered to my door with a signature. 

they actually included not just a new tracker but a completely new package with charging cable and everything which was great but I was curious if my previous charging cable had something to do with the screen messing up

anyways it is working good and I feel motivated again, I didn't find waiting for a Fitbit moderator on this thread to help me as what I needed to get the process going, I also requested support threw email and that was a little messed up also , a case number was opened for me but I didn't reply in a day and I think they thought I was fixed because they emailed me troubleshooting sets ( which didn't work)

anyways from my experience with this go on the website and request a live chat I hope my lack of computer, support, not the best tech skills ( especially I don't really understand and use forums correctly ) This forum/ tread did help me realize it was worth contacting someone for a new one and that I wasn't the only individual with the issue. Also, my issue happened suddenly almost identically as a few other people who posted on this thread.

thanks for all the replies and help. 

I hope this new one lasts, however, I do feel like I'm acting extremely nervous with it and being even more delicate with it then I was with my previous Charge 3 and I took such perfect if not a little over the top safe with my last one, I got some water on it but not even or ever soap and cleaning I followed to the exact specifications.

I wonder if I have a one-year new warranty that starts from when I got the second replacement. I really hope so!

This is my last post and maybe it will help someone else get their issue resolved a little faster, or the most efficient way possible.

[TM83]

Do a live chat with a online rep. or contact customer service about the
problems you’re experiencing with your Fitbit and they will send you a
replacement....

[Live4today]

Went on their sit and got the number

[AlejandraFitbit]

Hi guys, I hope you doing fine.

I am sorry for the delay in respond and appreciate all the efforts in trying to fix this display issue. @TM83 and @Wishiwas29, thanks for the input.

@tiannaxcore, if you are having problems with your Charge 3, I recommend taking a look at this post and make sure you have followed the instructions provided there.

@Sophiekaye, since the instructions you tried didn't work, I've gone ahead and escalated your cases to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

@Hollie12, @lynxlake, @Suzbud and @KatSiebler, 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.

@Live4today and @borninthebronx, those are great news. I am glad to hear that you will be receiving a replacement. You can follow the instructions provided in the article: How do I set up my Fitbit device? to set them up.

I will see you around.