Fitbit Charge 3 - Screen Not Working

[SunsetRunner]

Hi Everyone,

Ive had my Fitbit Charge 3 for nearly a week now and was working fine up until last night.

When I woke up this morning the screen was not working and it wasn’t syncing with the app.

One the back of the device, there is a green and red light constantly flashing. 

Ive tried pressing the side buttons and I have tried putting it on charge but neither are working. 

Does anyone one have any tips on what to do?

Thanks

[Pottysue]

Do not know the answer to that I have another year on warranty!

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[MccG]

That is great news! will see if they replace mine!

[Dede75]

I've dm them on Twitter and nothing yet x

[Garrarus1234]

Thanks its fixed

[DavideFitbit]

Hello @SunsetRunner, thank you for sharing all these details and the steps that you already tried. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. You should be getting a reply soon. 

Thank you for your help with this @Pottysue. 

Welcome to the forums @Dede75, thank you for sharing the troubleshooting steps you performed. I've sent your information to the Customer Support team for further assistance with this. Keep an eye on your inbox. 

I do recommend that you continue the communication with the Support team so they can evaluate what options are available for you @MccG . You should be receiving a reply soon. 

That's good news, thank you for sharing this update @Garrarus1234. 

Let me know if you have further questions. 

[RachTheSwimmer]

Hi everyone, I has this same problem where when i went to turn on my fitbit charge 3, it wouldn't respond and when i pushed the side button it would only buzz until i released it.  I looke on here and tried reseting but it would work so i left it to charge for a while even thought i knew it wasnt dea and when i caem back anout two minutes later it was working like normal. I dunno what happened but it got me very worried! 

[Bellecanto9]

Mine is doing this as well. The screen stopped responding last night and hasn't responded all day to touch, button pressure, or wrist movement. It is still communicating with the app. I have tried resetting with no response.

I ended up calling customer service and went through the reset and attempted changing the clock face. Unfortunately, we determined that it needed to be replaced. Replacement order processed.

Moderator edit: merged reply

[SunsetRunner]

well i called customer services and got a replacement straight away as under warranty so cant fault them for customer service (at least while under warranty). lets hope the replacement lasts longer!

[Dede75]

My fit bit screen still blank but still syncing with my phone. Customer services have been amazing and are sending me a new device out.

[MccG]

Getting a replacement hope this one works and stays working

Congratulations I have at long last also been sent a replacement

Moderator edit: format

[DavideFitbit]

That's good news, thank you for all the updates about the replacement devices being sent @Bellecanto9 @SunsetRunner @Dede75 @MccG. 

Welcome to the forums @RachTheSwimmer, thank you for sharing your experience with the display not working properly. It's good to know your Charge 3 is working properly now, let me know how the device is performing for the following days. 

Let me know if you have further questions. 

[venee000]

I got smiley face then nothing

[thomaseh03]

Thank you so much. I didnt even notice my screen wasnt working for a while and i tried holding the button but it didnt work. Then i followed the steps and it works now, thanks man 👍

[MccG]

Hi, the previous occasions my Charge 3 stopped working I tried everything and eventually it worked again. This time however the screen remained blank. It was strange but it continued to sync. I have however received a new watch today and am presently charging and will attempt to register and start again. Watch this space!!! 

[MarreFitbit]

@venee000 Welcome on board. Thanks so much for following the tips and recommendations provided here. I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know.

Hey there @thomaseh03! I'm glad to hear that you're back on track.

Hello @MccG. We're glad to hear that you're receiving a replacement. Please don't hesitate that you can set up your new device on your currently Fitbit account without losing any previous data by following the steps below:

1. Tap the Today tab, and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Let me know if you have any questions present. 

[masimca]

546 messages on this thread show there is a serious design flaw. Likely a bad firmware update is causing these problems which could be fixed easily if the **ahem** thing would allow updates via a PC and the USB cable. 

Unfortunately, I'm in the boat of still not working after 10+ resets. Get the good ole smiley face, but then nothing. Now have to call a human to send a new one. Super inefficient and expensive for Fitbit. I hope future versions have learned their lesson.

[InfamousQ]

How do I get in contact with customer service? I have tried all the options and mine still does not work.

Thanks

[MccG]

Go to the Fitbit website and find the customer service email address. It
takes a few emails till they understand your watch is dead and no reset
works. Including delivery time for a new watch it was about 3 weeks. You
have options to take a replacement, purchase a different model at a 50%
discount or get a refund. This is only if your watch is still in warranty.


Moderator edit: removed personal information

[MarreFitbit]

@masimca and @InfamousQ Welcome to the Community Forums. Thanks so much for following the tips and recommendations suggested in this thread.

Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 

Thanks for your help @MccG.

I'll be around if there's anything else I may do to assist you with.

[SunsetRunner]

hi

ive already got a replacement
thx

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