Charge 3 screen has turned white

[PT_305]

Hi,

My charge 3 is exactly an year old. Notice broken lines a week or so ago and today I put it on charge but when I took it off, the screen had turned white. Going through forums, it seems like it is a common problem and the only solution I have found is people saying that Fitbit replaced their device. I have tried all the troubleshooting tips but nothing is working. Can someone please tell me if there is a fix for this problem without getting a replacement/new device?

Thank you

[EdsonFitbit · Accepted solution]

Welcome to the Fitbit Community @PT_305.

I'm sorry to hear that your Fitbit Charge 3 screen is not working. Thank you for the information provided and for trying to resolve the issue before contacting us.

Before going any further, please confirm that you've restarted your Tracker by following these steps. If this doesn't help, you can perform a long restart:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. 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. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.

In addition, you can try changing the clock face as explained here.

Please let us know if you have any question.

[PT_305]

Hi, 

I’ve tried the steps you’ve mentioned including rebooting and changing clock faces but no change - it’s very white and pixelated. 

Is there a way I can upload the picture here to give you an idea. 

RESOLVED - Called customer service who offered a replacement (same make) or 50% of new device. Not impressed with charge 3 so decided to take 50% discount and upgrade to Versa 2 (unfortunately can’t use the discount on versa 3). 

Moderator edit: format

[EdsonFitbit]

It's great to see you in the Fitbit Community @PT_305.

Thank you for letting us know that you've upgraded to the Fitbit Versa 2. If you would like to read the producto manual, please visit this site.

To answer your question on how to upload a picture to a response, you can find the steps on this page.

If you have any question, please let us know.

[dgregory66]

Glad to hear  you got it resolved. Having the exact same issue, tried all of the troubleshooting steps (several time), with no luck. Don't suppose you have the contact info for customer service handy? Don't know if I'm just really tired or what, but I cannot seem to find contact numbers or chat support anywhere!

Thanks!

Dan

[PT_305]

It wasn’t easy to find their customer service number - 0800 069 8505

Hope you get it resolved. Good luck! 

[EdsonFitbit]

Welcome to the Fitbit Community @dgregory66.

I regret to hear that you are having difficulties with the screen of your Fitbit Charge 3. Thank you for the information provided and for trying to resolve the issue before contacting us.

The different channels to contact Customer Support can be found here but they will depend on the advocates availability.

To evaluate this situation, I created a case with Customer Support. Please check your inbox on the next days. They will let you know how to proceed as soon as possible. Thank you for your patience.

@PT_305, thanks for your support.

Please let us know if you have any question.

[Marti2193]

Hello,

I am having same issue. My screen has got white lines over it and is faded. I tried restarting by going into settings and it didn't work. For some reason restarting while charging and pressing button doesn't do anything. I have tried changing clock faces, but no change. Can I please get someone to help me?

Thanks,

Marta

[EdsonFitbit]

Welcome to the Fitbit Community @Marti2193.

Thank you for letting us know the troubleshooting steps you've followed and for the information provided.

I just sent this information to Customer Support. They will get in touch with you soon. Please keep an eye in your inbox.

If you have any question, please let us know.

[dgregory66]

Thank you. However, I still have not heard from support.

[EdsonFitbit]

Thank you for the response  @dgregory66.

Our team will get in touch with you soon. Thank you for your patience while dealing with this situation.

Please let us know if you have any question.