Charge 3 only shows 001 on screen

[LLSTLS2000]

I have the fitbit logo with 001 under it.  I can not get it to do anything.  How do I fix this?

Moderator Edit: Clarified subject

[AlvaroFitbit]

@LLSTLS2000 I hope you're doing well!

Let me help you with your Charge 3 stuck on showing the logo and 001. You don't mention any troubleshoots so I suggest you restart your tracker by doing the following:

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. Disconnect your tracker from the charging cable.

Let me know how it goes.

[LLSTLS2000]

It did not work. Its just doing a beep/vibrate now

[AlvaroFitbit]

@LLSTLS2000 thank you for following my previous suggestions.

Since the issue persists I have created a ticket so our Support team can further assist you via email.

Keep me posted.

[GillieHun]

Hi @AlvaroFitbit, I hope you're well. Please will you help me with the replacement form for the Charge 3? I bought two. One has a blank screen and does not respond to any of the fixes shown in the community page. The other has thin black lines across the top half of the screen. Most frustrating, as these are good products and cost a fair amount. Best wishes, Gillie.

[AlvaroFitbit]

@GillieHun Thanks for being part of our Community! 

I will gladly assist you with your unresponsive Charge 3 screens. Since you don't specify which troubleshoots you have tried I would just like to verify that you have tried restarting your trackers as described above? Also I can't replace devices but our Support team could depending on your warranty status.

I look forward to your reply.

[GillieHun]

Hi @AlvaroFitbit 

I hope you are safe, healthy and well. 

Sorry for the delay in responding! I didn't see your message. I've tried resetting whilst on charge, changing clock faces, unpairing - all of these around five times but nothing changes. I bought both this year, so they are still in warranty. Thank you so much for your help and I look forward to your reply. 

Best wishes,

Gillie

[AlvaroFitbit]

@GillieHun thank you for the reply.

Since the issue persists after troubleshooting it, I have created a ticket so our Support team can further assist you via email.

Let me know how it goes.

[GillieHun]

@AlvaroFitbit thank you very much for getting back to me and helping me, I really appreciate this. I will keep checking my emails for the Support Team ticket and will definitely update you. Thanks again. Best wishes, Gillie.

[GillieHun]

Hi @AlvaroFitbit, I've not heard from the Support Team. Please let me know what the next steps are.

Best wishes,

Gillie

[AlvaroFitbit]

@GillieHun thank you for the update.

Sorry to hear about this. Due to recent events affecting our operations, Support may need more than 7 business days to respond.  

Keep me posted.

[GillieHun]

Thanks again for your help, @AlvaroFitbit, I understand and will keep you posted.

[GillieHun]

Hi @AlvaroFitbit, I gave the Support Team all of the details, including warranty five days ago but have heard nothing back. Should it take this long to replace faulty goods? 

[AlvaroFitbit]

@GillieHun thank you for your reply.

I have left a note on your case to see what it going on. Rest assured that you will get a reply just notice that due to a high amount of contacts due to the holidays, their reply may be delayed.

Keep me posted.

[GillieHun]

Thank you so much, the Support Team did get back to me and raised one replacement. I have explained throughout that it's both watches. I am now waiting for a response for the second watch. Much as I appreciate all the help you have given, I am frustrated that all of the information I have given was not processed and am now waiting again for the second faulty watch replacement. It's been a few weeks now for this process.

[GillieHun]

Hi @AlvaroFitbit

I am delighted to say both replacements are ordered. Thank you so much for your help. I wish you the best for 2021 and hope you all stay safe, healthy and well. 

[LLSTLS2000]

Will I be getting a replacement?

Moderator Edit: Formatting

[AlvaroFitbit]

@GillieHun @LLSTLS2000 thank you both for your replies.

@GillieHun really happy to hear that our Support team was able to help you with your damaged devices and they will replace both devices.

@LLSTLS2000 you will need to reach out to our Support team to see if you qualify for a replacement. I reached out to them and they told that they have requested more information from you, please reply to them with the appropriate information.

Keep me posted.

[LLSTLS2000]

When will I get my Replacements of Charge2 and Charge 3?

[AlvaroFitbit]

@LLSTLS2000 thank you for your reply.

You will need to ask our Support team about this as they are the ones who can provide replacements.

Keep me posted.