Fitbit Charge 3 won’t charge or reset

[Sarahm1973]

My Charge 3 won’t charge. I’ve tried 2 different chargers, cleaned the connection points and tried to reset (I hold the button down and it asks if I want DND or Sleep mode before changing to the Low battery indicator but won’t restart). On the app, I’m still getting an active heart rate read despite not even wearing the device. 
I’m getting so tired of the ongoing issues with FitBit. I consistently have run into issues with every tracker I’ve owned around the 1.5 year mark. This is probably the 5th one I’ve owned in about 8 years. 
Any suggestions for fixing these problems? 
Thanks!

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @Sarahm1973. Welcome to the community forums. 

I'm very sorry for the inconvenience and thank you for taking the time to provide your feedback and for mentioning the troubleshooting steps you've followed. Please note that our team is always working to enhance your experience and your feedback is a big part of that process.

Looks like you've followed most of the troubleshooting steps from this link, including the restart. Since your Charge 3 refuses to complete the basic restart, I'd suggest trying to perform a long restart to see if the tracker is able to complete this troubleshooting step. This long restart is different than the basic one and you can follow the instructions below to complete it: 

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.

After this, please try to charge your device one more time. 

Hope this helps. 

[Sarahm1973]

Hi Wilson 

I just tried that. At first it goes to the same screen (DND/Sleep) and then the screen goes black. When I release my finger after 15 seconds it immediately goes back to the empty battery icon. 
this is REALLY frustrating. 

[WilsonFitbit]

@Sarahm1973 Thanks for your reply and for following the suggested troubleshooting steps. 

I understand how you are feeling and I appreciate the feedback provided. At this time, since the inconvenience has persisted, I recommend contacting our Support Team for further assistance. Please note that you can reach out to them through chat or over the phone and you can click here to get connected. Make sure to explain the inconvenience and mention the troubleshooting steps you've followed, this way they can assist you from there. 

See you around. 

[Sarahm1973]

Thanks Wilson. 
now the battery is dead so I can’t do anything with it. 

[WilsonFitbit]

@Sarahm1973 I suggest contacting our Support Team for further assistance. I'm pretty sure that they will be able to work on your case and they will provide a prompt resolution. 

See you around. 

[annlouisie]

I’m having very similar problems. I’ve tried so many times to restart my Fitbit. Now I’ll I get across the screen, after I do the long restart, is the smiley face. I contacted Help/Support but “mid-help” the call was disconnected. 

[WilsonFitbit]

Hello @annlouisie. Welcome to the community forums.

I'm sorry for the inconvenience and I appreciate the information and thanks for the troubleshooting steps you've tried. At this time, I was able to see that you reached out to our Support Team through chat and they were able to provide assistance and information. If you still have questions about the outcome of your case, I recommend replying back to them or contact them one more time and they will be glad to continue assisting you. 

See you around.  

[Kaytwhk]

@WilsonFitbit  I’ve tried all the steps you listed here for the long reset and my Fitbit remains totally unresponsive. It has been like this for several days and I’ve tried to reset multiple times. It is also failing to synch with my phone (says ‘synching’ but doesn’t actually synch). What else can I try? 

[WilsonFitbit]

Hello @Kaytwhk. It's nice to see you around.

Thank you for the detailed information and for following the suggested tips. At this time, I was able to see that you reached out to our Support Team and they have provided information and assistance. If you still have questions about the outcome of your case, I recommend replying back to them and they will be more than glad to continue assisting you. 

See you around.