Charge 3 won't hold a charge

[googette]

Hi.  I have had my Charge 3 since just before Thanksgiving.  A few weeks ago it went spastic for no good reason. The screen kept flashing and vibrating.  I've had a tough time getting it back working.  I rebooted my Charge 3 and think that maybe I have the spastic condition fixed, but the battery didn't even last 4 hours today.  Prior to the episode, it lasted 5-7 days, then boom.  Help....please!!!

[MarreFitbit]

Welcome on board @googette! Thanks for bringing this to our attention and for letting us know when you started noticing this to happen.

Restarts and firmware updates are demanding on the battery. I'd recommend letting your tracker to run out of battery to charge it again. Then, keep an eye on it to see how the battery goes. You can also see, Can I improve my Fitbit device's battery life? 

As a side note, we recommend to charge your trackers via the USB port over a wall adapter. However, it is also possible to charge your Fitbit tracker with a UL certified wall adapter. What may actually cause damage to the tracker's battery (either on a computer or a wall adapter) is the charging time, which if excessive over time may damage the battery and therefore cause quick battery drain or prevent the tracker from charging at all. 

Tips to best charge Fitbit trackers are:

• Use only genuine Fitbit charging cables
• Use only UL-certified wall chargers
• Avoid USB battery packs
• Charge at room temperature

For charging purposes, your charging cable can be plugged into any USB power source, including but not limited to:

• A computer
• A Wall A/C to USB adapter, commonly found with smartphones
• A DC to USB adapter (vehicle power port)

Let me know how it goes, I'll be around.

[googette]

Hi!  I tried your recommendation.  It's been about 2-3 hours, and it appears that my battery is still full.  WHAT?  It was really that easy?  I'm a little skeptical because I never had to do that before, but I'm happy to continue doing it if it works.  If you don't hear back from me within 24 hours, please feel consider this fixed.  Thank you so much for your help!!!

[googette]

Hi.  I spoke too soon.  The battery is draining entirely too fast again.  

Any additional suggestions?

Thank you

[MarreFitbit]

Hi there @googette, thanks for coming back and for trying the suggestions recommended. 

Since the battery on your device is still draining, I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account.

Let me know if there's anything else I may do to assist in the meantime.

[googette]

Thank you very much.  I also noticed that since this started, the heart rate monitor is messed up.  It has my heart rate in the 130-ish range all the time.  Weird.  I had to check my pulse and make sure it was wrong!!!  Luckily for me, it was wrong.  

Thanks for your help.

[NainaLaw]

I have the same exact problem, the Fitbit went mad, flashing and vibrating and then died, I spoke to support and we supposedly rebooted it, since then and today the charge lasted 10 hours, contacted support again and they want me to test the battery performance, even when THEY TOLD ME that it was fully charged at 5am and then died at 4pm - so if you know that isn't normal performance (like you it used to last 507 days) why do I need to waste my time further, just replace the item like you will have to do anyway.

[MarreFitbit]

Hello there @googette, thanks for coming back and for letting us know the steps worked for you! 

On the other hand, accuracy of heart rate is affected by personal physiology, location of wear, and type of movement. 

For tips on wrist placement and how to wear your Fitbit device for best heart-rate tracking results, please see our help article: What impacts the accuracy of my heart-rate readings?

You can also try moving your device to your other wrist.

Heart rate tracking may not work with certain accessory bands, especially if they’re loose fitting. For best results, we recommend wearing a Fitbit-branded classic or sport band during exercise. For more information, see: What should I know about my heart rate data?

Welcome on board @NainaLaw! Thanks for the detailed information you've provided in regards to your Charge 3 short battery life. 

If you've already tried the troubleshooting steps they provided yesterday, please reply back to your support case letting our Support Team know the outcome. They will be more than glad to continue assisting you in this matter. 

Let me know if there's anything else I may do to assist in the meantime. 

[googette]

Hi.  I tried the steps provided, and it did not help.Thanks for the suggestions for the heart monitor.  I have had my Fitbit since November, and it worked perfectly until recently.  I am doing nothing different than I have ever done...but thanks for trying.Please advise what to do next.  I miss having my Fitbit working properly.ThxSent from my Verizon, Samsung Galaxy smartphone

[MarreFitbit]

Hello @googette, thanks for getting back! As mentioned above, I created a support case on your behalf. If the steps provided here or the the ones you received from our Support Team didn't help, please reply to the last email you received 2 days ago. Our team will be more than glad to continue assisting you in this matter. 

I'll be around if you need anything else. Have a nice day! 

[NainaLaw]

Thanks for the reply, I did follow the instructions (still not sure why I needed to as you had a record of when it was last charged and when it died), but anyhow to satisfy your troubleshooting needs, I did all this and then it just died completely again less than 24 hours after fully charging it, so finally I'm getting a replacement in the next 5 to 7 working days. I like the fact that you try to look after customers and fix issues with a lot of questions, but when its obvious, why put customers through all this (and now over a week without a functioning fitbit) when you could have replaced it over a week ago. Anyway, its solved for now so thanks.

[googette]

Ditto.  My efforts didn't help either.  It is getting quite frustrating.  It is supposed to be warranties for a year.  Sent from my Verizon, Samsung Galaxy smartphone

[NainaLaw]

You've got to call them!! Repeatedly!!! I did 3 times and finally satisfied their troubleshooting needs, lots of questions and steps I was asked to follow and finally, he said "I've exhausted all the troubleshooting options, so I can send you a replacement" - that's what you need to get to. Not sure where you are based (I'm in the UK) but the guy on the phone today said something about a 2 year warranty! p.s. same here, I got mine for Christmas so around November/December time.

[googette]

Awww, man!!  Thanks for the heads up.  I will keep trying too. Sent from my Verizon, Samsung Galaxy smartphone

[MarreFitbit]

Hello guys @NainaLaw  and @googette! I'm very glad to hear both of you've been issued a replacement after getting in touch with our Support Team. 😉

I'd like to give thanks for the feedback you've provided towards our product. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. 

I'll be around if you need assistance, it will be my pleasure! 

[googette]

Murphy, reach out to tech support.  I did.  They did some back-end  in investigation and determined my Charge 3 was bad.  My replacement one is in it's way.  It takes about a week (ish) for delivery. But it is coming.  Please give them a shot.  It only took maybe 10 minutes.

[googette]

Murphy, try reaching out to tech support.  I did.  They are sending a replacement.  I am supposed to be getting it by Monday.  Please try them.  

[MarreFitbit]

Hello there @googette, thanks for getting back and for sharing the good news! 😊 I'm very glad to hear our Support Team was able to help. 

Don't forget to can set up your new Charge 3 on your currently Fitbit account without losing any previous data by following the steps below:

1. From the Fitbit app dashboard, tap or click the Account icon.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

I'll be around if you need further assistance. 

[ffgiggles313]

Hi I have been having the same problem with my Charge 3 the past since this past Friday.  It wont hold a charge for even 2 hrs. I was at the gym yesterday for 2 hrs and my fitbit was fully charged as of 7 am. At the gym @1015 by 11 am it completely died.  I left the gym at 1230.  Very frustrating as I just bought this in Jan this year.

[MarreFitbit]

Welcome on board @ffgiggles313! Thanks for the detailed information about your Charge 3's battery life. 

Please check this post and follow the tips and recommendations provided. Once you've followed then, keep an eye on your device's battery life the next couple of days and let me know if the battery keeps draining. 

I'll be around, keep me in the loop.