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My Charge 3 touch screen is randomly unresponsive

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Hi, purchased my charge 3 in May and the screen has steadily become less and less responsive. Tried all the suggestions like reset the device and it hasn’t worked. Took it back to the store of purchase today as Covid restrictions have eased and they confirmed there was an issue but had no stock to replace (and no idea if any was arriving). They suggested contacting Fitbit directly. Could you please advise on options?

 

Moderator edit: updated subject for clarity

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Welcome to the Fitbit Community @Gina60.

 

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

 

In addition to the regular restart, I would recommend performing a long restart:

 

  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.

 

If you have any question, please let us know.

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