New Charge 3 won't respond

[hayleyae7]

Hello

i just purchased a Fitbit charge 3 today. I followed all the instructions to set it up and the screen only works when it is plugged in to charge. I have tried resetting, rebooting and restarting it as well as changing the clock face on the app. Nothing works and I am really disappointed. 

Moderator edit: updated subject for clarity

[SunsetRunner]

Contact Customer Support.

[MarreFitbit]

Hi there @hayleyae7, welcome to the Community Forums. Thanks for the details provided. 

Please restart your Charge 3 by following these steps, then charge your tracker once again for at least 1 hour.

If the restart doesn't work and the display is still not turning on after performing the steps above, please take a look at the help article: Why isn't my Fitbit device's battery charging?

We recommend to charge your Fitbit via the USB port over a wall adapter. However, it is also possible to charge your Fitbit tracker with a UL certified wall adapter. For best results, don’t leave your device plugged in on the charger longer than overnight.

Tips to better charge your Fitbit:

• Use only genuine Fitbit charging cables
• Use only UL-certified wall chargers
• Avoid USB battery packs
• Charge at room temperature

For charging purposes, your charging cable can be plugged into any USB power source, including but not limited to:

• A computer
• A Wall A/C to USB adapter, commonly found with smartphones
• A DC to USB adapter (vehicle power port)

Keep the charging contacts on the back your device and the pins on the charging cable clean and free of debris. For more information, see: How do I clean my Fitbit device?

Thanks for your recommendation @SunsetRunner.

If the steps recommended don't work, let me know I'll be glad to create a support case on your behalf if necessary. 

[hayleyae7]

Hello 

Thank you for your reply.

I tried all of these steps, including leaving it charging longer than overnight last night on a wall charger and it unfortunately still does not work. 

[MarreFitbit]

Hi there @hayleyae7, thanks for letting me know the outcome. 

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! 

I'll be around if there's anything else I may do to help you in the meantime.