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

[MargieGerdes]

Me, too. Same problem. I was told to delete app from my phone and reinstall. SUPER Great idea, since I can't see my screen and my phone's bluetooth won't sniff out the Fitbit now. Basically,  my fitbit is dead to me. All it does now is vibrate when you push in the side button, ugh

[LisabethB]

Get onto customers support. They should arrange a replacement. Time they sorted this problem out!

Sent from my iPad

[Mike913]

Just contact support they had me a replacement within a week.

[LizzyFitbit]

Hi @MargieGerdes. Welcome on board! @LisabethB and @Mike913, it's nice to see you here and thanks for your big help!

@MargieGerdes, thanks for letting me know about your Charge 3's behavior and the steps tried prior posting. I know how you feel about your tracker not working properly, and I'm sorry that you're having this experience. I was able to get in touch with our Support team and apparently they already took your case under their wings. They'll continue working with you via email.

[The_NefR]

I have tried the suggested reboot several times. I have felt the long vibration when the unit resets but my screen is still dark. All other functions are working normally.

[LizzyFitbit]

Hi @The_NefR. Welcome to the forums.

Thanks for sharing that your Charge 3 has the same behavior and for trying the restart process. Nice way to start! Since the screen is still not working, I'd recommend to try changing the clock face and perform a long restart with the steps described here.

[The_NefR]

Hello @LizzyFitbit, Thank you for your reply. I regret to inform you that changing the clock face and doing a reset has not remedied the problem. Will you please advise me on what I should do next? Thanks!!

[LizzyFitbit]

Hi @The_NefR. Great to see you back and I'm sorry for the delay.

You did a fantastic job in trying the steps suggested above! Because the issue persists, I've requested a case on your behalf so our Support team can take a look and give you a hand. You should be getting a reply soon.

[sandierose]

I have the same issue, it has been very dull for a few months and now will not light up at all. 

I've tried the hard rest steps and changing the clock face, still nothing. 

[LizzyFitbit]

Hi @sandierose. Welcome on board!

Thanks for taking the time to troubleshoot your tracker with the steps posted in this thread, as well for sharing details about its behavior. I know how you're feeling and I've contacted our Support team on your behalf so they can create a case and give you a hand. You'll receive an email shortly with more details, keep an eye on your inbox.

[Stratbuzz]

During the warranty period the reset steps work.  After the warranty period expires the blank screen will be permanent after your next firmware update.  They will offer you a 25% "discount" for a new device.  When you shop around, you will find the "discounted" price is the same price all the other distributors are offerering, so it's really not a discount.

[LizzyFitbit]

Hi @Stratbuzz. Welcome on board. I'm sorry for the delayed response.

Thanks for taking the time to share your feedback about your tracker. I understand where you're coming from and the discounts that we provided are based on the retail prices offered in our Fitbit online store. Since every retailer has their own prices and sales, we're unable to influence their policies. You can find more about this in our warranty policies described here and for any question about the resolution received by our team, my suggestion is to reply back to the last email sent by them so you can receive more details.

[EmilyyMariee]

I have had my charge 3 for a month and I really enjoy having it.. today it decided it wont light up anymore and I'm not sure what to do. 

Although it seems to still be tracking it just wont light up

I have tried the restart process but my charge wont restart it just vibrates at me 

So then I tried changing the clock face and the device vibrates to confirm it has been changed but still wont light up 

What else can I try or who can I contact about this? I am not impressed! 😕

[LisabethB]

I’m just a fit bit user. Suggest you contact Fitbit support re this. Hope they can help. As it’s so new it must be under warranty they do seem to be having problems with charge three don’t think I would get another

Sent from my iPad

[LizzyFitbit]

Hi @EmilyyMariee. Welcome! It's great to see a new face around. @LisabethB, it's always great to see you around.

@EmilyyMariee, I appreciate the time taken to troubleshoot your Charge 3. I'm sorry that you're going through this situation and after checking your details I was told that you already have a case created with our Support team. Apparently they're providing you with assistance and have sent you an email with further details. Make sure to check your inbox.

@LisabethB, thanks for stopping by to help our friend, as well for sharing your thoughts about your experience with the Charge 3. Our team constantly works on our products based on the comments posted in the forums, so be sure that your feedback won't go unnoticed. In case you wish to unsubscribe from this thread, you can check the instructions posted here.

[macellib]

Same thing happened to me too! For the record, my Fitbit Charge 3 at first was not lighting up, however it was recording my steps and connecting to my phone. I went home that day and went through the recommended troubleshooting (1. changing clock face, 2. 8 second restart, and 3. 15 second restart) but to no avail. Now my phone isnt even recognising the device any more. 

If I hold down the side button it vibrates until i let go, and if I shake the fitbit around, it vibrates too. I've raised this with Customer Support but haven't gotten feedback yet and its been over 3/4 working days! 

Moderator edit: removed personal information

[EmilyyMariee]

Oh no maybe send another email? I contacted support and had the issue resolved in about 30 minutes, although the one I have now still isnt working I'm being sent a replacement 😊

[PatSwayze]

Fitbit replaced mine after I did everything they had me do in the emails. Emails are good because they give you a case number. They replaced mine.

[JMac101]

Thanks for your answer. Mine wouldn't light up this morning, but didn't want to risk not getting the code as another poster has said. So tried changing the clock face first. It worked thanks. ☺ 

[LizzyFitbit]

Hi @macellib and @JMac101. Welcome to the Community! @EmilyyMariee and @PatSwayze, it's great to see you around.

@macellib, thanks for taking the time to troubleshoot your Charge 3 and getting in touch with our Support team. I'm sorry that you've gone through this situation and your feedback is truly appreciated as it helps us to work on our services and enhance your experience with our products and overall environment. About your concern, I've been informed that our team sent you and email with further details to help you with this matter. Please make sure to check your inbox, spam and junk folders.

@EmilyyMariee and @PatSwayze, thanks for stopping by to help our friend and I'm glad that you're getting replacement trackers. That's fantastic and hope you can crush your steps!

@JMac101, you did a great job while changing the clock face and I'm glad that worked on your Charge 3. Thanks for your efforts and if you ever need help with your tracker, don't hesitate to let me know so I can give you a hand.