Charge 3 is stuck on smiley face

[Lorraine7878]

My Charge 3 is stuck on the smiley face. I have tried charging it for 5 hours. And I have tried rebooting it. 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Lorraine7878.

I am sorry to hear your Charge 3 is stuck on the smiley face. Thanks for trying to resolve this and I am here to help. I recommend trying the following:

1. Confirm the steps to restart the device: How do I restart my Fitbit device?
2. Change a clock face: How do I change the clock face on my Fitbit device?
3. 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.

Additionally, I recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

Let me know how it goes, I'll be around. 

[Lorraine7878]

Thanks
How do I hold down the button while charging?
The charge covers the button.
Thanks

Sent from my iPad

Moderator edit: personal info removed

[LiliyaFitbit]

Hi @Lorraine7878, thank you for your reply. 

I appreciate your efforts and would like to advise that the button on your tracker should be aligned with the button opening on the charging cable. In this case you can press and hold the button on your tracker when charging. 

Keep me posted on the outcome.

[Lorraine7878]

Silly me

It us up and working now - thank you

However, now it won't sync to the app on my iphone.

Thanks for all your help with this.

--

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for your response, @Lorraine7878.

I am glad to hear your tracker is working now. Thank you for your efforts. I recommend doing the following to sync your tracker:

1. On your phone, tap Settings > Bluetooth > the information icon next to the name of your Fitbit device > Forget This Device. 

2. Verify if the Fitbit app is updated to the latest version. See this link.

3. Force quit the Fitbit app and reboot your phone.

4. Open the Fitbit app, tap on your profile picture > Set Up a Device.

5. Choose your Fitbit from the list and follow the onscreen instructions.

You can find the complete troubleshooting instructions at Why can't I set up my Fitbit device?

Let me know how it goes.