Charge 3 vertical lines on the screen

[TerriF12]

I'm so frustrated! I cant seem to get through to customer support for help with an issue with my Charge 3 that a lot of people are having. I have vertical white lines on my watch face. I tried restarting it, as I read in other posts, but they are still there. I dont do Twitter so I dont know how to get a hold of a human! Suggestions,  please!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @TerriF12, welcome to the Community Forums. I'm sorry to hear that your Charge 3's screen has developed vertical lines. Thanks for taking the time to try fixing it prior to contacting us. 

We're sorry for the hard time you had while reaching our Support Team, due to recent events affecting our operations, support options are limited and wait times are longer than usual.

Since the restart you tried didn't work, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual.

[TerriF12]

Thank you so very much!!!! I love my FitBit, but I am not a fan of the
vertical lines! I will be on the lookout for help. Have a wonderful day!

Terri

[kat497242]

I also have had the same issue, and have tried the same troubleshooting to no avail. Additionally, my screen is intermittently totally unresponsive. I've tried contacting Fitbit support for the past several weeks but have been unable to get in contact with anyone. It's only 9 months old and it's frustrating to be having issues like this.

[TerriF12]

They just contacted me this morning and opened up a case. I am sure they
will see your post and help you, too. They are responsive, but I think it
just takes a while due to staffing issues which is the norm these days.
Good luck and I will let you know if I hear anything!

Terri

[MarreFitbit]

Hi there @TerriF12, you're welcome. 😉 We hope to have you back very soon.

Hello @kat497242, welcome here. I'm sorry to hear that your Charge 3's screen is also having the same problem. 

In order for me to better assist you with this, please confirm that you've followed the steps below as described in the help articles:

1. Check in the Fitbit app if your Charge 3 is still syncing, if so, try changing the clock face to a different one by following these steps : How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 
2. Please confirm if you've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

If the issue persists, let me know and I will be glad to create a support case on your behalf. We're sorry for the hard time you had while reaching our Support Team, due to recent events affecting our operations, support options are limited and wait times are longer than usual.

[kat497242]

Yes, I've followed those steps without success. I'm still having issues and it's been getting worse. It would be great if you could create a support case for me, thank you.

[MarreFitbit]

Hi there @kat497242, thanks for confirming that you've tried the steps I suggested here. At this moment, I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We look forward to getting you back on track.