My Charge 3 screen doesn't work

[Nicolevx]

My Fitbit Charge 3 has blacked out. It is still connected to my phone and still tracks my steps. I have tried settibg my tracker to charge, holding the power button for 8 seconds (you can feel that there's a response internally) but no smiley comes on the screen, it remains blacked out. I have also tried changing the clock face, still to no success. What can I do please?

Moderator edit: updated subject for clarity

[EdsonFitbit]

Thank you for visiting the Fitbit Community @Nicolevx.

I'm sorry to hear that your Fitbit Charge 3 screen is not working. Thank you for the information provided and for trying to resolve the issue before contacting us.

In addition to performing a regular restart and changing the clock face, please try a long restart by following the next steps:

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.

Please let us know if you have any question.

[Nicolevx]

Hi @EdsonFitbit,

Thank you for your advice, but it didn't work. I did feel the vibrations, but nothing showed up on the screen. It is still blacked out. Any other advice?

Thanks,

Nicole

[EdsonFitbit]

Thanks for the update @Nicolevx.

To evaluate this situation, I created a case with Customer Support. Please check your inbox on the next days. They will let you know how to proceed as soon as possible. Thank you for your patience.

If you have any question, please let us know.

[Orts]

I have the same problem as Nicolevx. My Charge 3 screen is blank. I have tried your suggested action but to no avail. 

Thanks

Neville

Moderator edit: personal info removed

[kaloco53]

My Charge 3 screen quit last night and I just followed your list of suggestions. My screen is still blank. I could feel the initial vibration but that was it. How do I proceed? 

Moderator edit: personal info removed

[EdsonFitbit]

Welcome to the Fitbit Community, @Orts @kaloco53.

Thank you for following our instructions shared above.

The best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Feel free to contact us at any time.

[Webblindsey]

My charge 3 has been the same, first it stopped giving me call and text notifications even though it was turned on then the screen went black but was still tracking steps and now it’s totally died.I’ve always had a charge from the first one to 3 and I love the Fitbit app but I’m not prepared to have to purchase one every 2 years so maybe be time I switched brands 😞. 

[EdsonFitbit]

Welcome to the Fitbit Community, @Webblindsey.

Thanks for the information provided.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

To resolve battery issues, we recommend following these troubleshooting steps.

Whether you continue experiencing difficulties, I would recommend getting in touch with Customer Support. Please click here to get connected.

If you have any question, please let us know.

[Orts]

Hi



I did all the steps for charging and rebooting but nothing worked so I had a
live chat with customer support. They had me do all the same steps again but
to no avail. They then offered to replace the unit at no charge. No problems
- I didn't ask they offered. Very good so I suggest you do the same





Regards

Orts

[EdsonFitbit]

Thanks for your response, @Orts.

I'm glad to hear that you'll receive a replacement Fitbit device, thanks for letting us know.

On another note, you are welcome to visit the Health & Wellness board to talk with other members about health and fitness.

Have a nice day.

[Webblindsey]

Thanks Orts I live chatted with them and because it’s out of warranty they can’t replace but they have offered 35% off a new one but I’m unsure as I don’t want to have to keep buying new every 2 years as this seems to be a common fault with the charge 3. I’m pleased you’re getting yours replaced. 

[Icelads]

Same problem to my charge2, press long more than 15 seconds only one vibrate. Screen shoing some lights and died…, no matter how many times and how long i press down and hold the button, only one vibrate occured

[EdsonFitbit]

Welcome to the Fitbit Community, @Icelads.

Thanks for the information provided.

The long restart works only for the Fitbit Charge 3. The best way to get help for the problem with your Fitbit Charge 2 is to chat with us online or give us a call. Please click here to get connected.

@Webblindsey Thank you for your feedback. I would like to mention that many Charge 3 users have had their devices working for more than 2 years.

Have a nice day.