Charge 3 screen won't scroll

[Enels2]

The watch face of my Charge 3 isn't working properly. When I tap it it lights up and displays the time, but I'm not able to scroll down or to the right. I've tried charging it and resyncing it through the app but am not sure what else to try. Is there a better way to troubleshoot?

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi there @Enels2, welcome to the Community Forums. Thanks for the details provided and for taking the time to restart and charge your Charge 3 to fix the screen prior to posting here. 

Since the steps you tried didn't work, I'd recommend performing a long restart by following the steps below:

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. 

If the long restart doesn't work either, 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. 

Give this a go and let me know the outcome. 

[Nicola1430]

• I’ve done all as shown and my screen still won’t move! This is my 3rd screen in a year I’m getting so annoyed and it’s nearly 1 year old!!! So warranty up soon

[MarreFitbit · Accepted solution]

Hi there @Nicola1430, welcome on board. I am sorry to hear that you are going through this situation. I appreciate your feedback for the Fitbit Charge 3.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they are helping you with this. 

Let me know if you have any questions present.