Touchscreen not reacting anymore

[FiVdB]

Hello since this morning the screen is not reacting anymore. I only can see the hour. I already restarted the sense twice by pressing the “buttons” for 10 seconds. Nothing change. When putting it in charge, the charge screen doesn’t even appear. WhatsApp notification appear on screen but can’t be displayed by touch. As the screen is not responding, impossible to reset. Some ideas how to solve?

[eezeepee]

There is a way to factory reset without the screen.

Hold the back button for about 8 seconds. 

When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

It might take you a couple tries.

[Paraesthetic]

I suggest contact support on the live chat, send your question and wait like 30 mins, they can get the warranty team to contact you. They will probably take a bit with problem solving, just keep telling them you've tried all their solutions until they get to the end of their work instructions and they will organise warranty support to email you.

[FiVdB]

I succeeded in the factory reset thanks to your help but issue is still there after the entire reset process 😔

[eezeepee · Accepted solution]

@FiVdB Customer support is the next step. If you do love chat, do it on a computer and not your phone web browser. Waits have been long this weekend.