Display not turning on

[SamR-B]

Hi my charge 2 screen is black. It just switched off yesterday. When I go to charge it, it doesn't work. But the app on my phone states the battery is fully charged (100%). Any help with suggestions of what to do would really help. Thanks

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @SamR-B, welcome to the Community Forums!

Thanks for bringing this to our attention and for the details that were shared. If you haven't already done so, I recommend you to try our restart process following the next 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 to restart your tracker:
   • 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.
5. Disconnect your tracker from the charging cable.

Let me know if the issue persists. 

[SamR-B]

Hi Ricardo, Thank you for your advice. I have tried this. My fitbit charged and then I wore it. Maybe after an hour it returned to a black screen. I have now tried to charge it again but it is no longer connecting when I put it in. Do you have any more advice

[Janny74]

Thanks for your advice but it doesn't work 

I'm very sad 

My Fitbit doesn't work 

[RicardoFitbit]

Hi @Janny74, welcome aboard! @SamR-B, thanks for your reply.

@SamR-B I appreciate your effort and patience troubleshooting this situation. Let me share with you that our Customer Support team was contacted on your behalf to receive further assistance. That said, please keep an eye on your email inbox because they'll be in touch with you soon.

@Janny74 Thanks for bringing this to our attention, I understand how frustrating this matter can be for you. To further assist you, can you please let me know if the heart rate sensors are still flashing or is your device vibrating when charge it? 

Looking forward to your replies, let me know if you have any additional questions. 

[Prem09]

I am facing similar issue. Display is all black ,tried restarting but didn't work out.

All other features like alarm, monitoring, sync. Charge etc is working and I can track them.on the app. But it is really frustrating to wear a device without display and always habe to rely on the app.

[Shanoli007]

Hi all - I am experiencing similar problems - my fit bit has died - I have followed all the instructions in this thread but nothing has changed - the screen is blank and no green light at the back. Any other suggestions or is it dead? I’m very annoyed 😞

[MaureenNG]

Hi am having the exact same problems and worst still from yesterday the phone app is not even tracking the correct steps. I have even deleted app and tried to re install with no success. The problem has persisted for 1 week now and is so frustrating. It is also not tracking my sleep etc 

[Prem09]

Let me save you some time. If your device is out of warranty than you are wasting your time here. The support team doesn't give a **ahem** and will explain you policies and eventually ask you to get a new device on your own.

My suggestion go for a brand who understand customers emotions and will help out unlike fitbit who will read policy documents and ask to get a new one.

[Prem09]

Let me save you some time. If your device is out of warranty than you are wasting your time here. The support team doesn't  care and will explain you policies and eventually ask you to get a new device on your own.

My suggestion go for a brand who understand customers emotions and will help out unlike fitbit who will read policy documents and ask to get a new one.

Sorry team but this is a fact and I have mail conversation to show for it.

[Prem09]

@SamR-B @Janny74 @Shanoli007 @MaureenNG Let me save you some time. If your device is out of warranty than you are wasting your time here. The support team doesn't  care and will explain you policies and eventually ask you to get a new device on you

My suggestion go for a brand who understand customers emotions and will help out unlike fitbit who will read policy documents and ask to get a new one.

Sorry team but this is a fact and I have mail conversation to show for it.

@

0 Votes

[Prem09]

@SamR-B @Janny74 @Shanoli007 @MaureenNG Let me save you some time. If your device is out of warranty than you are wasting your time here. The support team doesn't  care and will explain you policies and eventually ask you to get a new device on you

My suggestion go for a brand who understand customers emotions and will help out unlike fitbit who will read policy documents and ask to get a new one.

Sorry team but this is a fact and I have mail conversation to show for it.

[SamR-B]

Dear Ricardo, I have not received any messages from the customer support team. 

[SamR-B]

Hi Prem09,

You are right. I have not been contacted by the customer support team. 

Do you have any suggestions of an alternative? 

[SamR-B]

Still I have not been contacted by customer services.. I am very disappointed. Are they going to contact me.