Charge 3 screen fades and corrupts

[LucyDang]

I bought my charge 3 since Dec 2019. I love my charge 3 a lot except that after 2 months of using it, the screen started to have black lines and lines distorting the screen image. But at that time, I felt that this is just a minor issue because I could still see the screen image clearly. However, one month ago the problem went more serious and now I hardly see clearly its screen. Please help to instruct me on how to deal with this? My husband asks me to change to Garmin but I still love my charge 3 quite much!

[LiliyaFitbit]

Welcome to the Fitbit Community, @LucyDang.

I am sorry to hear the screen on your Charge 3 fades and corrupts. Thank you for trying to resolve this and providing the additional details. I totally understand how you are feeling as you love your device and would like to continue using it, I am glad to assist you. I recommend doing the following:

1. Restart the device: How do I restart my Fitbit device?
2. Check the brightness setting on your Charge 3: go to Settings > Brightness and change to Auto or On. Verify that you don't have "Do not disturb" or "Sleep Mode” turned on: press and hold the button on your device. Tap a setting to turn it off.
3. If the issue persists, perform a 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.

[LucyDang]

Dear Liliya, 

Thank you for your response. Around September 21, I tried your solution and the result is like this: 

Now, after one and a half month, it looks like this:

Now it's very difficult for me to read what's in the screen.

It's still in the warranty period but the quality of the screen is so bad, I am so disappointed! May you show me how to fix this problem? 

[LiliyaFitbit]

Thank you for your response, @LucyDang.

I am sorry to hear the issue persists, thank you for providing photos. I understand how you are feeling and appreciate your efforts. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon.  

Let me know if you have any questions.

[LucyDang]

Thank you so much, @LiliyaFitbit 

I hope to hear from Fitbit soon...

[LiliyaFitbit]

Thank you for your reply, @LucyDang.

I appreciate your feedback. I am sure our Support team will do their best to help you, please keep working with them.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics. 

Keep on visiting the forums!