Charge 4 Black screen

[Axel321]

The Charge 4 was supposed to be moved to another account and cellphone. After removing it from the first device / account the screen stays totally black. The Charge 4 vibrates normally when pushing the button and also it vibrates normally when charging it or resetting it. But the display remains perfectly black. Any ideas how I can solve that?

[JohnnyRow]

You say you removed it from the first device (but didn't say how), but you didn't say anything about adding it to the other device. Did you?

[AndreaFitbit]

Welcome to the Fitbit Community, @Axel321. I'm sorry to hear that your Charge 4 has a black screen and thank you for mentioning the steps you have followed in order to correct this. 

I noticed that you already got in touch about this issue on our German Community and that you got a resolution on the created case. If you have more questions regarding your case you can contact us back adding the case number. Here are the contacts for the German and English community. 

Thank you for your assistance @JohnnyRow. 

[Axel321]

Hi, yes, that's true! I didn't, for a good reason. And this is part of the problem.

I suppose my friend didn't follow an unpairing-procedure (if there exists any). She just paired her Charge 5, started using it, left the Charge 4 in the drawer and after a few weeks she removed the device from her app. That's the information I was able to put together.

Adding it to the other device: I was unable to try because the display is black, I can't interact with the Charge 4.

[Axel321]

Hi Andrea, thanks for your quick answer. No, that's not correct. I was in touch with the German community about other questions. The first one was because I was unable to find where to switch on again the active screen. And the second one was about a software problem that doesn't allow me to reset the PIN.

This one - a totally black sreen - is a new problem on a different watch.

[AndreaFitbit]

Thanks for getting back to us and for the clarification @Axel321. I apologize for my confusion.

Have you tried restarting your Charge 4 and changing the clock face to turn the screen on?

[Axel321]

Hi Andrea! Yes, I did restart the Charge 4. And no, I did not change the clock face. I already found the suggestion to try out this somewhere else in the community. But as long as the Charge 4 has already been removed from the old phone and is not paired yet with a new one I can't manage the watch through the app - I don't know how to change the clock face.

[AndreaFitbit · Accepted solution]

Thank you for confirming that you restarted your Charge 4 and that you were not able to change the clock face @Axel321=.

I went ahead and created a case on your behalf and a Customer Support representative will contact you soon.

You can check your email. 

[Axel321]

Thank you!

[AndreaFitbit]

Thanks for getting back to us @Axel321.

You're very welcome.

We look forward to get you back on track. 

[rakeshranjan]

I know, I will have to get the screen replaced. Same problem with everyone. I bought this in US and after I came to India, the display turned black. Is there any service centre here in Delhi, India?