Charge 3 won’t light up only vibrates

[sc3321]

I got my fitbit not long ago and it was working perfectly fine today until I looked at it and saw the screen wouldn’t light up. I tried double tapping the screen, hitting the button and charging it. Nothing works, but it will vibrate if I get a text or hit the button on the side. I tried resetting it but that didn’t work because I can’t see the code on the screen to plug into my phone!! So now it is not even connected to my phone and I have no clue what to do.

Moderator edit: updated subject for clarity

[SteveH · Accepted solution]

Restarting your Charge 3 has the best chance of fixing this:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button to restart your tracker:
   • For Charge 2—press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
   • For Charge 3—press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

If that doesn't help then changing the clockface is usually the next thing to try but I'm not sure you'll be able to try this as you have disconnected it from your account. So, if the restart doesn't help then it may be best to contact customer support via: contact.fitbit.com

[AnupMaharjan]

Unable to change the clockface because it is not connecting to the phone 

[jmo25]

Thanks, Steve. Your suggestion for Charge 3 worked. Appreciate it.

[Misdando]

Changing the clock face worked for me. Thank you so much!

[LizzyFitbit]

Hi @AnupMaharjan, @jmo25 and @Misdando, welcome on board. Nice to see you around @SteveH.

@SteveH, I appreciate you for stepping by, as well for suggesting the restart process and to change the clock face. You did a great job.

I'm happy to hear that those suggestions worked for you @jmo25 and @AnupMaharjan, and I'm sure you're crushing your steps! 😎

@AnupMaharjan, I'm sorry for my delayed response and appreciate you for letting me know about your Charge 3 behavior. While your device isn't able to connect, may I know if you've tried the restart process suggested above?

[mrjustn]

Mine too won’t light up. First it was faint and you could barely read it but now just black. It tracks my steps and everything just cant see the screen. I have had it less than a year and its already been replaced once for a different issue. I have changed the clockface and restarted it to no avail

[LizzyFitbit]

Hi @mrjustn, welcome to the Community Forums!

Thanks for letting me know about your Charge 3, as well for the troubleshooting steps that you've tried. Nice job! I've contacted our Support Team about your device, and they'll create a case to continue helping you with this. Keep an eye on your inbox.

[Brenda623]

Same with mine. Restarting did not help. Black screen. Help! 

[LizzyFitbit]

Hi @Brenda623, welcome on board. It's nice to see a new member around.

Thanks for letting me know about your Charge 3, as well for having tried the restart process. Just to confirm, have you also tried changing the clock face? If not, please give it a try and let me know how it goes.

[NicDurham]

Yesterday my Charge 3 started acting funny with a bright flash to the second hand circle every once in a while.  It then froze..which it’s done  before.  I restarted it & it unfroze, but the screen is black.  I tried changing the watch face & my app shows it changed, but my Fitbit face is still all black.  The green light still comes on for a pulse & counts steps etc, but the face just won’t light up.  

[CBouc]

I have tried rebooting & changing click faces & my screen is still black. It is still connected to my app & shows my steps yesterday. I assumed the battery died yesterday so I left it plugged in overnight, but steps aren’t working.

[LizzyFitbit]

Hi @NicDurham and @CBouc. Welcome on board. It's nice to see new members around!

@NicDurham, thanks for letting me know about your Charge 3, as well that it's still recording your information. You've done an amazing job with the troubleshooting steps! Since the screen is still unresponsive, I'd recommend to perform a long restart with the following steps:

1. Plug your device back into the charging cable and hold the button down for 15 seconds.
2. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
3. The device turns off.
4. 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. 
5. Remove the device from the charging cable. The device shuts down.
6. Important: Plug the device into the charging cable again.

@CBouc, I'm sorry to hear that your Charge 3 isn't working, and thanks for troubleshooting it prior posting. I've checked with our Support Team and apparently they already took your case under their wings. I'm glad that our team is working with you.

[NicDurham]

I did the long restart as directed.  The screen never lit up once.  It did the 7 clicks as you said it would & the green light on the back went out. However, when I plugged it back in there’s still a completely black screen.  

[LizzyFitbit]

Hi @NicDurham, welcome back.

I appreciate your efforts while trying the long restart, and I'm sorry that the issue persists. You've done an amazing job! I've gone ahead and shared your information to our Support Team so they can create a case for you. They'll be sending you an email with more details, keep an eye on your inbox.

See you around! 

[Chloe-harkin]

Omg that happend mine it could’int Be fixed so had to buy a new one

Moderator edit: format

[LizzyFitbit]

Hi @Chloe-harkin, welcome to the Community Forums.

I'm sorry to hear that your device also had the same behavior, and thanks for sharing your feedback. Our team constantly works on our products to improve, and your comments are appreciated. If you have any inquiry with your new device, let me know so I can help you out.

See you around!

[Marciacq]

Thanks! Worked!

[LizzyFitbit]

Hi @Marciacq, welcome on board. It's nice to see you around.

You're welcome, and I'm so happy to see that the suggestions worked on your device. I'd like to invite you to visit our Discussion Board where you can share your experiences, meet people and create new topics.

Catch you later! 

[mike.orozco22]

I have also tried the suggestions mentioned. I am a computer scientist. I tried to restart. I tried to change the clock face. My fitbit app says it is fully charged, and it does calculate my steps, etc... The face is just black. Nothing there.

I am not exactly sure what steps I need to do now.