Charge 3 won't show text messages and it won't pair with my iPhone

[Mara511]

Most recently my Fitbit charge three has not been showing my text messages and other notifications like it used to. I was selected for the Fitbit field test Project Goat of few weeks ago and I noticed ever since the most recent update I am not receiving my text messages on my Fitbit. I have tried restarting my Fitbit, removing it and reinstalling it on my app, and even restarting my phone thinking it was a problem with that. I don’t know why I’m not receiving any notifications on my Fitbit but if anybody can please help that would be wonderful!

Moderador edit: updated subject for clarity

[maryjewell1956]

I have a blank screen 🤬

[MarreFitbit]

HI @Mara511, welcome to the Community Forums. I apologize for the late response. I'm sorry to hear that you're no longer receiving notifications on your Charge 3.

Thanks for taking the time to troubleshoot the notifications prior to posting here. I'll be do my best to get you back on track. 

Before you can receive notifications from your phone on your Fitbit device, it’s important that you carefully review and update your notifications settings on your iPhone. 

*******The required settings changed with the introduction of iOS 13.
*******Please make sure you follow all instructions in: Troubleshooting quick tips for iPhones

Important: Make sure you turn OFF and then back ON the Share System Notifications setting if it is on.

In regards with the Project Goat, if you need assistance with this project or if it's giving you trouble, please contact our Field Testing team directly:

1. Log in to your Field Testing account at beta.fitbit.com.
2. Click the project you are participating in.
3. Contact the Field Testing team through the contact form for that project.  

Hello @maryjewell1956, thanks for stopping by. I'm sorry to hear that the display of your Charge 3 went blank. If you haven't done so yet, please restart your tracker by following these steps:

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 on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

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

[maryjewell1956]

Nothing worked! Worked with it all morning.


Sent from AT&T Yahoo Mail for iPhone

[maryjewell1956]

I still have a blank screen. Worked on it forever this morning. Doesn’t even show that the charger was on. I just want to send it to Fitbit and get a replacement.

[MarreFitbit]

Hi @maryjewell1956, thanks for the update and for following my suggestion. Sorry for the delay in my response.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Before considering other options, I suggest restarting your Charge 3 using the 15-second method: 

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. 

In case that the long restart doesn't work either, please check in your Fitbit app if your Charge 3 is still syncing. If so,change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

Hope that helps, let me know the outcome.

[maryjewell1956]

Still didn’t fix the problem. How can I send this to Fitbit for a replacement. It was bought in December. It’s not a year old. The only damage is the face has smudged and I cannot get it off. It hasn’t been dropped or even been in the water. Please, I don’t want to try any more tricks to get this thing to work!! I’m too **ahem** old to keep messing with this. Thanks