No more heart rate and screen is black

[SuzannePl]

Since Friday 21 June my heart rate isn't tracking anymore. First I noticed I get only basic sleep info, also the excercises aren't recording.

I have restarted the device about 4 times over the past few days, to no avail.

Now only the top green light is showing. Also my screen remains black since last night.

My app tells me my tracker can't be found...

I have been trying to contact customer service, but they don't respond anymore. #30915626.

I'm still within the two year period.

Please advise, I like my Fitbit very much.

[AlvaroFitbit]

@SuzannePl Welcome! It's great to see you around! 

Let me help you with your unresponsive Charge 2 and thank you for troubleshooting it. Since the issue persist and you already have a ticket with Support then please keep working with them to find a solution. They do have a 48 hrs window to reply so please be patient while they work on your issue.

Let me know how it goes.

[SuzannePl]

Thank you, but no answer since Monday is a bit much.

I escalated the issue and would like to use the warranty policy. I am on it with customer service.

[SunsetRunner]

Hi Suzann,

I have the same problem with my charge 2 since last Sunday.

I also started the device new. It requested a new set up. During this set up a update of the firmeware was also done.

The Display is now working, steps are recorded.

But the hard rate isn´t working / recorded

I open the incident #31004891 just a view minutes ago.

I hope they will help us.

by

Thomas

[mimjoy]

I hope they sort it out  mine seems to have gone off this evening  not showing any thing accept a set time at 17 33. I've had it well over a year  not sure about the guarantee 

[SuzannePl]

So, apparently my CHARGE 2 can't be fixed so I got an offer to replace it. I hope the Versa I have chosen (on a discount) will be as good as this one.