Fitbit Customer Service Issues

My Charge 3 screen is not working properly. Despite trying to restart it, change the clock face, and press the button while charging, the screen remains black. The smiley face briefly appears, then the screen comes on for about a minute before turning off again. I have repeated these steps multiple times without success. Strangely, the data still syncs with my phone. I purchased the extended warranty about a year ago. Any guidance would be appreciated.

I got an Inspire HR for Christmas, my second Fitbit product after having a Charge 1 for years. I've been unable to sync my Charge 1 to my MacBook Air for the past two years due to discontinued support. I've spent three days trying to set up my Inspire on my MacBook Air, only to discover today that it's not compatible. I'm disappointed and won't be buying any more products from Fitbit. - Richard H.

I recently turned off my Fitbit Versa to reset it, but now it won't turn back on. I received it as a gift for my birthday on March 28th, [redacted]. It is the Fitbit Versa Special Edition in rose gold with a purple band, purchased from Sport Chek. I have tried charging it, but it remains unresponsive. I rely on my Fitbit daily, and I have been a loyal user for 3 years now, starting with the Charge 2. I am disappointed that it has stopped working and would appreciate a replacement.

I recently got the Fitbit Charge 3 and have noticed that it seems to track steps based on hand movements rather than actual steps taken. This false tracking is concerning as I rely on accurate information for my health, especially since I am pregnant and monitoring my heart rate during workouts. Could you please provide instructions on how to adjust the settings to ensure accurate step counting? For further communication, you can reach me at [redacted] Thank you. - SC

I have been using a Fitbit Alta for several years, and lately, I have noticed that its battery is draining quickly. I recently tried the Fitbit Charge 3 but had to return it due to issues with the font size. The horizontal scroll function on the Alta allowed me to easily see who a message was from and decide if I needed to check my phone, especially when I'm at the gym or dealing with my teenagers. However, the small font size on the Charge 3 made it impossible for me to read messages effectively. I am looking for a waterproof tracker with heart rate monitoring and the ability to read at least the beginning of messages. Does Fitbit offer a suitable device for my needs, or should I consider looking at other brands? I would prefer to stick with Fitbit if there is an appropriate option available. Thank you for your help.

I recently got a Fitbit Versa 2, but I'm having trouble getting it to track my sleep accurately. I've checked for solutions in the help section and online, but I haven't been able to resolve the issue. Despite setting the correct sleep schedule, the watch doesn't seem to follow it, as it only recorded 55 minutes of sleep for the entire night. I'm eager to figure out how to make this feature work correctly. Thank you, Kathy Crose.

I need help with my Charge 3 unit. There are no visual displays, and the only indication that the unit is working is when it's in upgrade mode with flickering green/red lights on the back. I tried to shut it down and re-install a new code, but it still does not display any code. I receive emails on my iPad Mini 4 related to the unit. I purchased the unit in the UK at John Lewis Cambridge branch but am currently in Europe. I believe the unit is faulty and would appreciate assistance with this issue.

I've encountered issues with my two Fitbits post-update. Previously, a single button press could turn them on, but now I need to press all three at once for about 10 seconds. After a 2-hour charge, the battery drains quickly, and when I place them on the charger, they don't turn on automatically. One Fitbit also won't sync anymore. This problem only started after the recent update. These Fitbits (FB504) were received as a gift and are both on version 32.70.7.14. Their Mac addresses are as follows: 18:00:DB:C1:6D:61 and 18:00:DB:A1:30:DF. Despite factory resets, app reinstalls, and troubleshooting, I'm still facing these issues. Your support is appreciated.

I recently received my 4th Fitbit HR3 due to recurring issues, which has been incredibly disappointing. I have been a loyal Fitbit user since their introduction to NZ and relied on it, especially after my brain cancer diagnosis, to monitor my health during seizures. Despite multiple surgeries and treatments, the HR3's inaccuracies have made it unreliable. After requesting a refund and sharing my experience with friends, I urge Fitbit to improve their product’s reliability to benefit users like me who depend on its features. I am now exploring alternatives like Garmin and advise others to do the same for a more dependable fitness tracker.

Hello, I am writing to address the delay in processing my refund for the watch I returned before Christmas. I have been trying to reach out to your team, but unfortunately, I have not had any success. This situation has left me feeling quite frustrated with the refund process. I urgently need to speak with a representative regarding this matter. I am disappointed with the service I have received so far. Thank you, C Woodhead

I'm experiencing issues with my Charge 3 continuously disconnecting from the app on my iPhone, preventing it from syncing correctly. I noticed a gap in the data displayed in the app for several days. I've diligently followed all the troubleshooting steps suggested by the community. Despite ensuring both my phone and device have the latest software updates, rebooting the device, restarting my iPhone, deleting and reconnecting the Charge, I still encounter errors like "Device cannot be found" and "sync failed". My phone's Bluetooth functions with other gadgets, but during troubleshooting, it cannot establish a connection with the Charge 3. I haven't dropped, exposed to water, or damaged the device in any way. I've spent numerous hours attempting to resolve this issue to no avail.

Fitbit Versa Troubleshooting My Fitbit Versa is unresponsive and does not charge. Initially, the screen displayed a dark grey color. Despite attempting various restart methods, it remains completely unresponsive. Placing it on the charger yields no result, and it fails to connect to my phone. Moreover, it heated up significantly during one charging attempt. I have been using the Fitbit for about 9 months without any issues until now. Given its current state of being completely non-functional, I am considering the option of a replacement. Thank you. - Pam P.

I’ve owned a Charge 3 for approximately a month. Despite multiple attempts in the past week, I have been unable to get it to charge. I have followed all the advice from the community website, including cleaning the charger and Fitbit, as well as trying various USB ports and outlets. When I connect it to the charger, the regular screen appears instead of the battery display. Attempting to reset it by pressing the side button has been unsuccessful, despite the button functioning for other tasks. It seems like there may be a poor connection between the charger and the Fitbit, but it's unclear whether the issue lies with the charger, the Fitbit, or simply a flawed design. My previous Charge 2 could be manipulated to start charging by adjusting it, but this method doesn't work with the Charge 3. I suspect there may also be an issue with the heart rate monitor. I am considering returning it due to these complications.

Good morning, I recently received a Fitbit Charge 2 as a gift and have been using it for over 2 weeks. However, yesterday afternoon, I noticed some irritation on my wrist which I dismissed. Today, I woke up with a painful burn where the face of the Fitbit is. The skin is red, raised, and shows where the lights are placed. This seems like a malfunction that caused the burn, unrelated to the straps. Unfortunately, I cannot return it as it was a gift. Can you please replace this Fitbit as it poses a serious danger? I can send this one back, but I need one that is safe to use. I never expected to be harmed by a Fitbit. Please contact me via email promptly to address this urgent matter. Thank you.

I am quite upset with the recent events regarding my Fitbit purchase. Initially, I bought the Fitbit Versa for $[redacted] but later found out my friends had the Versa 2 with more interactive features such as voice texting and workout challenges. Although I exchanged my Versa for the Versa 2, spending $[redacted] in total, I was not able to enjoy the same features since they are not compatible with my iPhone. This was disappointing as there was no indication on the box about this limitation, and the store did not inform me either. Consequently, I feel left out from the enjoyable interactions my friends are having. It seems unfair that the upgrade does not offer any additional benefits for iPhone users. I am at a loss and wonder what can be done about this situation.

I received a Fitbit Versa watch as a Christmas [redacted] gift. Shortly before Christmas [redacted], the short watch band broke. When I contacted customer service without a picture, no assistance was provided. Recently, the large wrist band also broke, and this time I have a picture. I hope this site can help resolve my issue. I am seeking replacements for all three watch bands as the remaining one may not last long. I am from Pickering, Ontario, Canada, and the watch was purchased in Ontario. The replacement cost should be minimal compared to the watch's price. I have been actively using the watch since January [redacted], receiving positive feedback on my progress. The watch has motivated me to maintain my daily step count. I hope Fitbit will provide quality watch bands and consider my request. Thank you.

Hello I hope you are doing well. Recently, my Fitbit Charge 3 has been experiencing some issues. The screen started showing lines, the battery life decreased significantly, and during a training session, the display shifted to the right side and eventually went black and has not turned back on since. I have attempted various online restart and reset methods, but none have resolved the problem. While the green light on the back still works, I cannot use the device for tracking my stats. Having saved up to purchase this device just 13 months ago, I am disheartened by this situation. Could you advise me on the available options for repairs? I am unsure about where to send the device in South Africa for fixing. I appreciate any assistance you can provide. Thank you for your help. Sincerely, Alicia

My Fitbit Versa, only a year old since January, started experiencing issues in November. Despite contacting customer support twice, the device still doesn't sync, notify of calls, or count steps. The support team attempted to help but to no avail, mentioning the IT department would follow up – which never happened. Worried before the warranty expires, I reached out again in December for the same recurring issues. However, even after another attempt to troubleshoot, the problem persists. Only receiving a generic email after the call, I've been left in the dark. To add to the frustration, the band broke when trying to adjust it. I have images if needed. Feeling uncertain about the repair process, as support claimed it was an isolated issue, I'm now wondering if a replacement Fitbit can be arranged. Two months of ongoing problems have left me seeking a solution.

I bought this watch for a specific feature, but after using it for a week, I found out there is an additional charge for the information that should have been included. Having to pay $80 to $[redacted] a year for data I already paid for is unfair. FITBIT did not disclose this additional fee when I made the purchase. It feels like they are charging twice for the same information. I am disappointed in their business practices and will be returning the watch due to this misleading information.

Good Morning, I purchased my Fitbit Charge 3 in September [redacted] but didn't use it for the last month or two. Stored safely in an unused backpack, it's now not charging when I try to use it and I can't locate the receipt. I vaguely remember the date and location of purchase. Walmart staff didn't clarify the warranty terms. Can you help fix the charging issue or replace it under warranty? I have the original box and charger. Despite trying to charge it using my computer, the battery is erratic. I've attempted online solutions without success. Thank you for your help. Gwen