Screen with lines on the display

[Quilting73]

I’m having the same problem as a lot of folks  my screen is gray  Has lines going vertical. It is very hard to read. I have rest. Changed clock face  and everything you have told everyone else to do. No change. Please help

Moderator edit: updated subject for clarity

[Sophiep28]

I am having the same issue, i have tried all the restarts and changing the clock face and still have the lines and i also cannot swipe down to see my notifications. 

[Heather-S · Accepted solution]

@Quilting73 @Sophiep28 

I'm sorry to hear of your issue.  Unfortunately, the white lines on the screen is more than likely a hardware issue and not a fix that a restart or a clock face change can fix.  I have flagged a moderator to create a Customer Support ticket for you both.

Best of luck!

[EdsonFitbit]

@Sophiep28 @Quilting73 Welcome to the Fitbit Community.

I'm sorry to hear that your Fitbit Charge 3 shows lines on the display. Thank you for following our troubleshooting steps before contacting us.

I created a case with Customer Support for each one of you to provide assistance. 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.

@Heather-S Thank you for your support.

If you have any question, please don't hesitate to contact us back at any time.

[Quilting73]

Thank you for your support. I have received a message that they will replace my charge3 within the next 5-7 days   This is a. Awesome company. Thanks again

[DNBusby]

I am so glad to hear that this isn't just a problem I am having! I too have tried all the recommendations to correct the pixel issues with no such luck. I suppose the only option to get this fixed is to reach out to the Warranty Department. 

[Lauzminki]

I’m having the same issue with this. Tried resetting it and changing the clock and it has made it worse.

i can barely see the numbers on the screen and most of the time if you press it to look at different data the screen just freezes 

[Sophiep28]

Me too! Thank you Fitbit for the quick responses and helping me sort the issues. Best customer support i have received, 

[EdsonFitbit]

@Quilting73 @Sophiep28 Thank you for the update.

I'm glad to hear that a replacement has been sent to you. Thank you for your kind words.

@DNBusby @Lauzminki It's great to see you in the Fitbit Community.

The troubleshooting steps you've performed are highly appreciated. I sent this information to our team which should get in touch with both of you on the next days.

Feel free to contact us at any time. Keep on stepping.

[SarahCJones]

Hi I have been living with the lines and then discovered others had the same problem after researching a different problem. Can you please advise the next steps? Many thanks

[Bozzbiss]

Hello I’m having the same problem as a lot of folks my screen is gray  Has lines going  through it. It’s a charge 3 and not very old. Please help

[Quilting73]

Yes I’m glad I did. They are replacing mine. Send them a message. Good luck

Sent from my iPhone

[MystiR]

I have this issue as well. It just started today (October 29th). I plugged it in and held the button down for a bit and it went back to normal, but now (several hours later) it’s gone back to the lines. 

[Love2Run7]

Hi, I’m also having this issue and have tried some of the suggested troubleshooting. Any help would be appreciated.

[Heather-S]

@Love2Run7  @MystiR @Bozzbiss @SarahCJones 

Hello!  This is a hardware issue and we are not able to help you here in the forums with this.  I have notified a moderator for each of you to create a ticket with Customer Support.

Best of luck!

[YojanaFitbit]

Nice to see that you're digging into the Forums @SarahCJones @Bozzbiss and @Love2Run7, let me give you a warm welcome to our Community. Nice to see you around @MystiR.

@Heather-S thanks for your help. @Quilting73 I'm glad to see that you received help from our team, thanks for taking the time to follow the steps they sent you. 

@SarahCJones @Bozzbiss and @Love2Run7, thanks for reporting the issues with your Fitbit Charge 3. You did a great job troubleshooting your Fitbit. But since this didn't work, I've requested to our support team to create a case on your behalf. You should soon receive an email from customer support.

@MystiR thanks for troubleshooting prior to contacting us. We strive for excellent customer service and customer satisfaction remains our number one goal. Your comments are greatly appreciated. I've checked with our support team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some information about your case shortly.

Please let me know if you need anything else.

[Tassaline212]

Hey my fitbit charge 3 has the same issue help please vertical lines screen grey and very dull

[anjadior]

Hi,

I'm having the same issue. I purchased my Charge 3 in June 2019 and a few weeks ago the first line showed up. In the past week 3-4 more lines have formed in the upper part of the display.

AJ

[DNBusby]

I received guidance from Vindetta in FitBit support to hard restart my Charge 3 and that didn’t correct the missing pixels. My email response continues to be “undeliverable”, so I will be reaching out by phone for a replacement under warranty since I too purchased mine in June 2019. 

[EdsonFitbit]

@Tassaline212 @anjadior @DNBusby Welcome and thank you for visiting the Fitbit Community.

I regret to hear that your Fitbit Charge 3 devices display vertical lines.

@Tassaline212 I noticed that you've recently been in touch with Customer Support. I'm pretty sure they will do their best to provide assistance as soon as possible.

@anjadior I would appreciate if you can confirm that you've performed a regular restart by following the instructions on the article How do I restart my Fitbit device?

If this doesn't work, you can perform a long restart by doing the following:

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. 

@DNBusby I regret to hear that you are having difficulties to reply to Customer Support. If necessary, you can call (877) 623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends.

If you have any question, please don't hesitate to contact us back.