Touch Screen Not Working and Unable to Factory Reset

[JaimeV23]

Trying to get my replacement Fitbit set up after my previous 8 month old one stopped charging.  Fitbit was great and sent me a replacement and I've been working through the set up steps (so it has never been dropped and is fully charged).  Here is what I have done:

1. Removed my old Fitbit, added the new one and synced to my phone

2. updated to the latest firmware

3. Tried to use it....

I don't have a 3rd party clock face on it and I have added a credit card to it as requested, but the touch screen doesn't respond to my finger at all.  I tried following the procedure to factory reset using all three buttons and then releasing the bottom right when the logo disappears the first time, but am unable to get it to factory reset either.  The face currently says: Reset Failed! and will not accept a touch to the "okay" button. Help!  I want to get it going again!

[LiliyaFitbit]

Welcome to the Fitbit Community @JaimeV23.  

I appreciate your participation in the Forums and sharing the issue you're having with your replacement device not responding to touch. Thank you for your efforts to resolve the issue and providing the steps you've tried already. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, please keep working with them. You should be getting a reply soon. 

I'll be around if you need further assistance. 

[JaimeV23]

Hi, thanks for the reply. Yes, support was in contact with me, but it does
not appear that they did not read my email and did not give any new
advice beyond what I had already found in the forums and tried.

They mentioned the last time my device synced and to try turning it on and
off again.... not at all helpful. The screen still says the same thing:
Reset Failed! Your data was not cleared. Please try again. I have turned
the Fitbit on and off over a dozen times with the same outcome.

I can't click the okay button because the screen won't recognize my finger
and the Fitbit will not factory reset using the three button instructions.
I am no closer to a solution than I was two days ago when I searched
through the forums.

Thanks,
Jaime

[LiliyaFitbit]

Hi @JaimeV23, thank you for your reply. 

Thank you for providing the additional details and your feedback. I apologize for any inconvenience while working with our Support team. I am sure they are trying to help in the best possible manner. I'd suggest to keep communication open with them, since they have already all the details of the case and special tools to continue assisting you. 

If you have any questions, feel free to let me know.

[JaimeV23]

Hi, still no answer.  They asked for warranty information, which I have sent, but no solution.  Hoping for Monday.

Jaime

[LiliyaFitbit]

It's nice to see you around @JaimeV23.

Thank you for the update. I appreciate your time and efforts. I know our Support team will be glad to help you and provide a solution, just keep an eye on your inbox for further assistance.

I'll be around.