Charge 3 isn't working off the charger

[Floriana]

Hello,

Hope someone can give me an advise. I set my new Fitbit Charge 3 today following all instructions on the app correctly in details. However, the device does not seem to work when it is off the charger.

I charged it for a lengthy of time, almost 3 hours. It still shows 100% on the phone and either 100% or 71 % (all the time without change - 71) on the the device. Once I take it off the charger the screen goes black and nothing works, not even the side 'button'.

What I did:

1) restarted (done all steps as were recommended) - 8 secs.

2) long restart 15 secs

3) removed and relinked my Fitbit Charge 3 with phone.

As soon as I take it off the charger it does nothing :

1) side button unresponsive

2) tap screen or tilt unresponsive - the screen won't switch on

3) it won't sync unless plugged into charger

4) again - battery shows either 100% or 71% (can only see this when plugged into charger).

I would appreciate if someone can give an advise what needs to be done to make the tracker work.

Thank you.

Moderator edit: subject for clarity

[AlejandraFitbit]

It's great to see you around, @Floriana.

Thanks for troubleshooting this turning on issue. 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.

In the meantime, let me know if you need anything else. 🙂

[MandyDaisy]

Hi Floriana,

Did you get a solution for this problem? I have having the exact same issue and hoping for some resolution. Thanks

[Floriana]

Hello, Mandy.

I was not able to fix it even after following all the advises I saw on the Forum - to I wrote Fitbit Support (I think the coordinates are at the bottom of the Forum page), corresponded with them, provided my receipts and they organized the replacement delivery by a courier - the watch itself - the 'pebble' only, as they call it, no bracelet or charger, but that's fine.

Then I deleted the old Fitbit from my app and downloaded the new one. Everything works - just the syncing sometimes takes time.

It took a while, but no more than a couple of weeks.

I hope it helps.

All the best

Floriana