Charge 3 stopped syncing and a black line appeared on the screen

[Vibeke40]

Got a charge 3 for Christmas 2019. In July 2020 it stopped syncing and connecting to my phone, and got a replacement. The new one did the same in October 2020, and I got a new replacement. That one stopped connecting and syncing yesterday, Saturday may 29. This time a thin, black line has showed up on the screen as well.

I love fitbit, but I am really getting sick and tired of it not working properly.

I have tried:

1. Turning Bluetooth off and on

2. Rebooted my phone

3. Unpaired the fitbit and phone

4. Uninstalled an reinstalled the fitbit app on my phone

5. Rebooted the fitbit

6. Cleared user data from the fitbit

7. Turned the fitbit off and on by connecting it to charger, pressing button for 15 sec, release the fitbit from charger and connecting it to charger again.  

8. Nothing more to try, I think... 

My phone still finds the fitbit, as it did the previous times, but can not connect. I have done all the tings asked off me the other times.

I am sick and tired of this problem.... and it seems I have just thrown a bunch of money out the window buying some new straps for it😔. 

And by the way, my 4 years old charge2 links, syncs and connects without any problems, as it has the other times charge3 has failed. 

Moderator edit: subject for clarity/format

[WilsonFitbit · Accepted solution]

Hello @Vibeke40. Welcome to the community forums. 

I'm very sorry for the inconvenience and thank you for loving Fitbit, for the detailed information and for the troubleshooting steps you've followed prior to posting. Seems that you have followed all the troubleshooting steps for syncing and for the screen inconvenience. 

In this case, my best recommendation is that you please reach out to our Support Team for further assistance. Note that you can contact them through chat or over the phone and you can click here to get connected. 

Please make sure to explain the inconvenience and make sure to mention the steps you performed, this way they take care of the situation and give a prompt resolution. 

On a side note, our team is always working to enhance your experience and your feedback is a big part of that process.

See you around.

[Vibeke40]

Thank you, I will.

[WilsonFitbit]

@Vibeke40 It's been a pleasure! 

Have a wonderful day! 

[Vibeke40]

I got the replacement on Wednesday, just 2 days after your answer. So thanks for the swift help🥰. I am really pleased with customerservice. 

[WilsonFitbit]

@Vibeke40 I'm glad to hear that you have received your replacement Fitbit device and I hope you can continue tracking towards your fitness goals! 

Have a nice day!