Charge 3 shows 001 and button doesn't work

[MIssyJohnston]

I cannot get my charge 3 to connect with Bluetooth on iPad. Also can’t get it to reset itself after trying to restart by hooking to charger and holding button. It will charge up and get to the smiley face.  Screen stays blank or runs through all the screen choices or it has the Fitbit dots and 001 that just keep blinking until it dies. Button on side won’t respond properly. Sometimes it will vibrate and sometimes not. I’ve read and tried things on this forum and nothing seems to work. Help!

Moderator edit: format

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @MIssyJohnston.

I'm sorry to hear about the difficulties you experienced with your Fitbit Charge 3. Thank you for the information provided and for trying to resolve the issue before contacting us.

Besides the regular restart you can also try a long restart by doing the following:

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 you have any question, please let us know.

[MIssyJohnston]

We tried this also and it did not respond.

Sent from my iPhone

[MIssyJohnston]

What is the next step for getting this resolved? Is there a place I can take it to have someone else look at it? Or a place I can mail it?

[EdsonFitbit]

Thank you for your response @MIssyJohnston.

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.

Please let us know if you have any question.