Charge 3 started vibrating and horizontal lines appeared on the screen

[SarahMcMaster]

My Charge 3 was glitching for about 12 hours, randomly buzzing/vibrating and had horizontal lines across a dimming screen. I recharged it and tried to reset the device resulting in a black screen, vibrating and sporadic flashing sensor on the back of the device. I purchased it December 2019 so it's still in warranty, I think 🤔 I purchased Extended Care Cover too.

I would like to know how to access warranty services/return authorization please.

Moderator edit: subject for clarity

[Kristina6625]

Mine just did the exact same thing yesterday! 

[WilsonFitbit]

Hello @SarahMcMaster @Kristina6625. Welcome to the community forums. 

@SarahMcMaster I'm sorry to hear about this experience and thank you for the information and the troubleshooting steps you've tried prior to posting. I was able to see that you have reached out to our Support Team and they are currently working on your case. I recommend keeping an eye to your inbox since our Support Team should get back to you shortly. 

@Kristina6625 If you haven't done so, I recommend performing a restart to your Charge 3. For instructions, please check: How do I restart my Fitbit device?

If that doesn't work, please perform a long restart. A long restart is different than the basic restart and you can perform this, 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.

Hope this helps. 

[MelSprigg]

Hi I have tried the basic reset yesterday and then tried the above this evening I couldn’t get it past the smiley face unfortunately. The vertical lines are bad and can’t even see to time or date during the day especially when outside. (Feeling frustrated sorry)

[WilsonFitbit · Accepted solution]

Hello @MelSprigg. Welcome to the community forums. 

I am so sorry for your experience and I appreciate your help in following the suggested troubleshooting steps. Since this inconvenience persists, my best recommendation is that you please reach out to our Support Team for further assistance. You can contact them through chat or over the phone and click here to get connected.  

Also, note that you can mention the troubleshooting steps you've followed, this way our Support Team can assist you from there. 

See you around.