Horizontal lines on Charge 3 screen

[Kitteness]

This morning my Fitbit was fine, but when I put it on charge I noticed white horizontal lines on my screen and my Fitbit not acting right at all. It won’t do any commands I’m telling it to do, it just does what it wants to. The screen moves on its own. I’ve tried many troubleshooting techniques and nothing has worked. It’s never been wet. I got it for Christmas so it’s not even that old.

Moderator edit: updated subject for clarity

[ACB-123]

Hello,

I have had the same issue with my Charge 3 and resetting helped the functionality, but not the horizontal lines on all screens.  

What should I do?

Thank you!

Moderator edit: format

[Selatham]

Spoiler

I purchased a charge 3 in late August 2019. I too am experiencing the horizontal vertical lines on my fitbit. So disappointing. I tried the long and short restart and changing clock faces. It didn't help. Please advise how I can get a replacement.  

[AmandlaOO]

Hi!

I messaged Fitbit support via Twitter, they emailed me and suggested I try a couple of other things (see message from them below). When that didn’t work, they sent me a replacement.

Goodluck,
Amandla
——

Thanks for letting us know. We suggest you to do the Long Restart 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.

Keep us posted.

Sent from my iPhone

[KarenG2107]

Hi

I called them and they sent out a replacement without any issues. Really good customer service

Kind Regard
K

Sent from my iPhone

[Henningsson]

Jag har samma problem med min Charge 3. Och har testat allt skrivits här, men inget förändras. 

[SunsetRunner]

I have recently encountered the same issue with my FitBit Charge 3 that is less than a year old. I have tried all of the troubleshooting options and nothing has worked! Who do I contact now to get help? 

UPDATE (April 2020) I contacted customer support and my FitBit was replaced as it was still under the 1 year warranty! 

[Kim1972]

My screen has been showing horizontal lines in the display for over a week.  It is continuing to get worse.  Today, the time was incorrect so I tried to sync it.  It took multiple attempts to sync.  It is fully charged.

This is my second Charge 3.  I had similar issues with the first one.  But tried another because I love the features.  I do wear it in the shower but have not gone swimming with it.

Can this one be replaced?

[Selatham]

My Fitbit was in warranty and it was replaced. Fitbit was very helpful and accommodating. Thank you!

[anisenb]

I’m having the same issue with the horizontal lines. I’ve restarted and changed the clock face with no luck 

[Selatham]

I called Fitbit and they replaced my Charge 3 very quickly. It was in the
warranty period.

[Kim1972]

Customer service was very helpful. They replaced mine as it was still
under warranty.

[CelticElff]

Me too, sorry to add to the thread.

I have tried:

  changing the clock face

  resetting while plugged into the charger/laptop

  resetting from Settings>About>Reboot

  uninstalling and reinstalling Fitbit's app on my Android phone

Much to my dismay, the horizontal (black) lines are still present.

At this point, am contemplating what would be an appropriate sacrifice to the fitness tracker gods.

[Selatham]

Call Fitbit. They replaced mine. It was in warranty.  ❤

[SunsetRunner]

What number did you call?

[Selatham]

*(877) 623-4997*

[Selatham]

(877) 623-4997

[Kim1972]

I went to Fitbit website and found contact us. You could also Google
Fitbit customer service. Sorry I don't have the number.

[SunsetRunner]

Thank you. So, I called and I will not be purchasing from them again. My
warranty went out a tad over a month ago, so all they would offer me is a
discount on another one. Why would i want to spend so much on a device that
will only last a year at most?? I wish I beforehand Fitbit only lasted a
year, I wouldn't have purchased one in the first place. $200 wasted.

[Selatham]

So sorry.

[cujogo]

I am having the same problem. I’ve tried the suggested “fixes” to no avail. On the contrary it seems there are more lines now than there were before. My charge depletes in a day. Please help. I have had mine since Christmas 2018. Thank you.