Charge 3 won't charge past 1%

[mtnhike]

When I plug my Charge 3 in, the charging indicator flashes showing a 1% charge but it doesn't charge past that. I've followed all the suggestions in the link -  Why isn't my Fitbit device's battery charging? And I've rebooted a couple of times and it still doesn't charge beyond 1%. Anything else I can try? Any way to tell if it's a problem with the tracker or the charging cable?

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @mtnhike. Welcome to the community forums! 

Thank you for the detailed information and for your help in trying to resolve this matter. At this time, I'm not sure about what exactly could have caused this matter, but I'd recommend performing a long restart to your Charge 3. To complete the long restart, please follow the instructions 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.

On a side note, if you believe that the charging cable is not making a proper connection with your Charge 3 tracker, I recommend contacting our Support Team and they will be reviewing your case. Note that you can contact them through chat or over the phone, but phone wait times have been longer than normal, so I recommend initiating a chat. Click here to get connected. 

Hope this helps. 

[mtnhike]

These instructions do not work as described. When I hit the button to start the 15 second count, the device shows a screen with DND, sleep and screen wake options then shows a smiley face after about 10 seconds. Then when I release the button, it goes to the home screen and then goes blank. It does not show a battery icon, doesn't vibrate and a progress bar never appears. Does this tell you anything or is there something else I can try. I'll contact the support team regarding the charging cable but I don't really think that is it. Thanks

[WilsonFitbit]

@mtnhike Thank you very much for your reply. 

I appreciate your help in following the suggested tips. Seems that the long restart didn't work, nevertheless, I was able to see that you already contacted our Support Team and they were able to provide assistance and information. If you still have additional questions or inquiries, I recommend replying back to your case and they will be more than glad to continue assisting you. 

See you around. 

[mtnhike]

thanks but to be clear, the Support Team was absolutely NO help.

[WilsonFitbit]

@mtnhike Thank you very much for your reply. 

I'm sorry for any inconvenience and thank you for taking the time to provide your feedback. I've noticed that our Support Team has provided a discount and they also sent an email to you two days ago. 

Your understanding is very appreciated, but replacement devices are provided for products that are within the warranty period. If your original Charge 3 is no longer under warranty a discount could be an available option but some conditions and requirements should be met. For more information about our warranty policy, I recommend visiting the following link: https://www.fitbit.com/global/us/legal/returns-and-warranty. 

See you around.