Charge 3 issues

[AgathaV]

My Charge 3 had lines on screen. And the heartbeat increased while I do nothing. Calories burned also increased while sitting still. I connected to charger, pressed 15 seconds. Smily face showed, then off. Now screen not comming back on. Help

Moderator edit: updated subject for clarity

[SunsetRunner · Accepted solution]

Contact Customer Support.

[MarreFitbit]

Hi there @AgathaV, welcome to the Community Forums. Thanks for the details provided about the recent experience with your Charge 3. I appreciate you've taken the time to solve the inconveniences prior to contacting us. 

Since the restart didn't work, please check in your Fitbit app if your Charge 3 is still syncing. If so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

In regards to the heart rate, as a first approach, I'd like you to perform the following steps below for this situation:

• Switch the Heart Rate settings from On to Off and manually sync your Charge 3. To switch the heart rate settings on your Charge 3, from the main screen of your Charge 3, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Charge 3. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 3's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Charge 3 once again. 
• Once it's done, restart your Charge 3 once again. To do so, press and hold the left button for 8 seconds while it is plugged into the charging cable as if it were charging. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Once you can get accurate heart rate readings, your calories will also do.

Thanks for your help @AgathaV.

Give this a go and let me know the outcome. 

[AgathaV]

The lines on my Charge 3 became more today, one moment lots of white lines then black lines. Makes it difficult to see clock face properly. I followed all instructions as suggested. I changed the clock face as well. Heart rate seem to be right now. But the screen still has lines. 

[MarreFitbit]

Hello there @AgathaV, welcome to the Community Forums. Thanks for letting me know the outcome of the steps I recommended.

I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

Let me know if there's anything else I may do to help you.