Charge 3 screen is not responding

[Ak83]

The sceen on my Fitbit charge 3 is not responding. In Norway we could go to the store where we bought the Fitbit, but now we can’t. Now we have to do it over a phone call. Why is that? 

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community, @Ak83.

I'm sorry to hear about the difficulties you experienced with your Fitbit Charge 3.

Please restart your Tracker by following these instructions. Whether you continue having difficulties, 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 to change the clock face of your Tracker.

Hope this helps.

[Ak83]

Nothing works. I can change clock face from my Fitbit app, but besides that i can’t reset, not even the long restart. 
The last real tracking is from July 16, when I checked my Fitbit account 

[EdsonFitbit]

Thanks for your response, @Ak83.

I noticed that you've been in touch with Customer Support. I'm pretty sure they will do their best to provide a high level of support. Thank you for your patience while dealing with this situation.

If you have any question, please let us know.

[Ak83]

Thank you for responding. We tried all the steps/troubleshooting and nothing worked. So I got a link to reclaim a new one or purchase a new one on 50 %. I went for the first choice and redivided a new one after a few days. The new one is up and running so I am pleased 😀. Thank you for good service. 

[ADrummer]

Good you got a replacement I’ve been chasing Fitbit for weeks for my replacement with no joy. Very frustrated and disappointed Charge 3 not working after only 12 months 

[ADrummer]

Any chance of getting my replacement soon it’s been weeks since I was in touch!

[EdsonFitbit]

Thanks for the update, @Ak83.

I'm glad to hear that you've received a replacement Fitbit device. Thank you for letting us know.

@ADrummer Thank you for visiting the Fitbit Community.

I noticed that your case was escalated. Our team should get in touch with you soon. Please keep an eye on your inbox over the next days. They will let you know how to proceed as soon as possible.

Feel free to contact us at any time.