Fitbit Customer Service Issues

My Fitbit Charge 3 has developed black lines on the screen over the last few months, making it unreadable. Today, a notification popped up mentioning "sync" and "mobile app," but the rest of the words are obscured by the black lines. I always remove my Fitbit when around water, so I don't believe it's water damage. I've attempted Fitbit's suggestions from the forums without success and feel stuck as I'm redirected to solutions I've already tried. I received the Fitbit as a Christmas [redacted] gift, and besides the screen issue, it functions perfectly. All I want is for the screen to be visible again.

I received a replacement Fitbit, which has not been working correctly since I received it. Despite spending hours on the help line to sync it with my account, it didn't function properly. I encountered issues like not being able to set the time and getting scrambled messages in my account. A technician I consulted confirmed there was a problem and advised me to contact Fitbit customer service, which I've done. I believe I received a faulty product and am requesting a new replacement, a Versa 3 in its original packaging with accessories. I'm willing to return the defective Fitbit for analysis. The frustrating part has been the lengthy hold times on the Customer Service line without a solution. This Fitbit was a gift from my daughter and is still under warranty. Please respond with return instructions so we can resolve this and I can resume using my Fitbit for daily tracking. Thank you.

I received a Fitbit as a gift in September [redacted], but it has had issues with the band and syncing since. Fitbit customer service had me send it to a company in Mississauga, Ontario, and they sent a replacement watch capsule without bands initially. After receiving the correct bands, the syncing problem persisted. Despite efforts from customer service and tech experts, the watch face remained non-functional and displayed scrambled messages when attempting to link accounts. It seemed there was a significant issue with the device, leading me to seek a replacement. I've faced delays and challenges contacting customer service for a resolution. I now request a new Fitbit in proper packaging to replace the defective one. I am willing to return the faulty watch to demonstrate the issue to a Fitbit representative and hope for a swift resolution to this frustrating experience. Thank you for your assistance. Best, Alice O.

I've had my Fitbit for only a week, and it's not accurately tracking my daily steps and miles walked. For example, my iPhone, which I carry around for tracking, registers 2 miles or [redacted] steps, while my Fitbit shows 11 miles or [redacted] steps. I've worn it on both wrists, but the issue persists. I also can't find how to reset it daily. I considered getting an Apple Watch for accurate tracking, but I wanted a simple device like the Fitbit. After looking online, I saw others face similar problems. Can you assist me in adjusting it or process a return? - J.

I have a Fitbit Versa 3 that is 14 months old, and the screen is completely blank. Despite trying various solutions like recharging, forced quitting, changing clock faces, and letting it run out of charge, the issue remains. The device still functions, vibrates, and logs data. I have decided to purchase a new product. My husband wants to use the Fitbit with just the app's details, as the screen is unnecessary for him. However, he is unable to pair it with his iPhone without the screen. I have removed the app from my phone, and reinstalling it would not resolve the pairing issue. The Fitbit is currently unusable. Any assistance on bypassing this problem would be appreciated. Thank you for your help.

Hello, I have been using a Fitbit Ionic watch for 2 or 3 years now, and I am very satisfied with it. I highly recommend it to all my friends. The watch has a Fitbit Gauges dial that provides me with all the information, including the heart rate, that I need during my daily workouts (as advised by my cardiologist). It used to sync automatically. However, recently my Ionic watch stopped displaying the heart rate, and I noticed that the small flashing LEDs are not lighting up anymore. What should I do? Should I try another synchronization mode or clean it? Thank you for your help. -Henry Saunal from Montpellier, France

Subject: Defective Fitbit Charge 4 - Need Replacement Hello, I am experiencing an issue with my Fitbit Charge 4 that seems to be a manufacturer's defect. The side button has fallen off, rendering the device inoperable, and the band has also broken. This device was purchased on Amazon on July 1, [redacted], and is still under warranty. As a long-time loyal Fitbit customer, I am hoping for some customer goodwill in replacing my Charge 4 with a new unit, not refurbished. Unfortunately, I do not have the original packaging as I am currently traveling on a hiking trip where I intended to use my Fitbit. I kindly request authorization for return and would appreciate an expedited handling of this matter. The device was specifically purchased for my outdoor activities, and it is disheartening that it has failed during this important trip. Thank you for your prompt attention to this matter. Sincerely, Ellen L.

My Fitbit Charge 3, which is 13 months old, suddenly stopped working just one month after the warranty expired. I find it ridiculous that the product's lifespan seems to be only a year. Fitbit offered me a 35% discount on a new purchase, but there are major restrictions: it can't be applied to new products or sale prices on their website; only full retail price items qualify. This is frustrating considering the quality issues I've experienced. Despite being a loyal Fitbit customer for years, I had a similar issue with my older Fitbit. I used it daily, took care of it, and charged it correctly, but it failed nonetheless. A discount doesn't address the underlying problem of poor product quality and disappointing customer service, making it hard to consider buying from Fitbit again.

Hello, I am contacting you about my Fitbit Charge 3. The first one I received died under warranty, and after a lengthy call with customer service, it was replaced. The replacement worked well initially after I started using it on 9-1-20, but less than 9 months later, it has become unusable. The Bluetooth cannot find it, reminders and notifications don't work, the time is inaccurate, and the display numbers are fading. Despite attempting all troubleshooting steps and visiting a local Verizon store, the issue persists. Considering the model's features, I am uncertain if the ongoing problems are common. I am seeking a solution like a replacement or a different Fitbit model. Unfortunately, I do not have my Fitbit account number on hand. The device's serial number is 1C5A2C52126A. You can reach me at 1-[redacted] or via email at [redacted] I look forward to your response. Thank you, G.J.

I have encountered an issue with my Fitbit Ionic. The connection cups where the charging cable attaches to the device have come loose and fallen out, rendering it unable to charge. The only solution would be a replacement or refund. I bought the device on January 17, [redacted], from Amazon for CAD $[redacted].47 plus tax. Even though it is out of warranty, I believe Fitbit should assist me as their top product should last longer than a year and a half. If they refuse, I plan to switch to Garmin instead. Thank you.

My Charge 3 screen is not displaying correctly. Most of the time, it is not visible, and when it does appear, it is very faint. Although it still syncs, there are discrepancies in the data it shows, like incorrect sleep tracking times. I have attempted solutions found on forums to no avail. This issue is frustrating for me as having the time displayed is crucial. Currently, I am wearing a separate watch alongside my Fitbit. The device is not living up to its promised functionality. I am seeking a prompt replacement.

I bought a Fitbit Charge 3 in the UK on September 13, [redacted]. It has been working perfectly until a week ago when it suddenly stopped working. I charged it the next morning, but now the display is glitchy with missing pixels, making it hard to read. Is this issue repairable, and could it be covered under warranty? I bought the Fitbit in the UK, but I currently live in Spain. Any guidance would be much appreciated. Thank you. Regards, Will G.

I received a Fitbit Versa from my neighbor as a gift. However, I am unable to unlock it as it prompts for a device unlock with the linked phone after entering the wrong pin ten times. I cannot find the device unlock option on the Fitbit nor on her account. Despite trying to log in with her account, we were unsuccessful. We also attempted to reset or remove the device to no avail. Her account has since been deleted. Restarting, soft, and hard resets have not resolved the issue. How can I reset this Fitbit to create my own account?

Beste Lezer, Ik heb een Fitbit Versa ontvangen van mijn buurvrouw. Helaas kan ik het niet ontgrendelen omdat ik het met een foutmelding heb gekregen. Na tien keer de verkeerde pincode in te voeren, zou ik volgens deze instructies mijn Fitbit moeten ontgrendelen met de gekoppelde telefoon via de Apparaatvergrendeling optie. Echter, ik kan deze optie niet vinden op de Fitbit of op haar account, zelfs na inloggen met haar account wat nu verwijderd is. Het opnieuw starten en zachte of harde resetten heeft niet gewerkt. Hoe kan ik de Fitbit resetten zodat ik een nieuw account kan aanmaken? Ik heb al contact opgenomen met de helpdesk maar zonder succes. Met vriendelijke groet, Louis B.

To reset your Fitbit follow these steps: 1. Press all three buttons on the device for about 10 to 12 seconds. 2. When the Fitbit logo disappears, release the bottom right button and continue holding the top buttons both left and right. 3. Release all buttons when the device vibrates. 4. Wait 1-2 minutes for the device to clear data. The Fitbit logo will appear, the device will start up and show Fitbit.com/setup. 5. Once the device restarts successfully, update the firmware. After 1-2 minutes, the following message will appear on the Fitbit to unlock with your phone: 1. Go to the Fitbit app and tap on Today > your profile picture > device image. 2. Tap on Device Lock. 3. Look for the option to reset your PIN. After resetting the PIN, you will need to re-add all your cards to Fitbit Pay as if setting it up again.

I recently bought a Versa 3, and my husband has a Versa 2. His sleep tracker displays 7+ hours of sleep accurately, while mine, even though I go to sleep before him, only shows 3-4 hours per night. We have checked the settings and they seem correct. I am confused about why there is a 3-hour sleep requirement before monitoring. It doesn't make sense to me. I am considering returning my Fitbit as my phone seems to track my sleep more accurately. I originally chose the Fitbit for its accuracy and the ability to see the different sleep stages. If the 3-hour requirement is going to be removed soon, I will keep it. I have read reviews mentioning this odd requirement, and it seems many others are unhappy too. Other than this issue, I am satisfied with the product; sleep monitoring is the second most significant reason I got it, with step counting being the first. I look forward to hearing from you. Thank you. - M.H.

Subject: Fitbit Versa 3 Return Authorization Request Dear Fitbit Customer Service Team, I am writing to request a return authorization for a Fitbit Versa 3 purchased by my sister through www.amazon.ae. The item was bought on June 8, [redacted], for [redacted].79 AED and shipped to Dubai on June 9, [redacted]. I received the watch as a gift recently and encountered issues with it. Despite my efforts, I could not synchronize it with the mobile app, as the watch kept restarting and had an unresponsive touch screen. As the product is still within the 45-day satisfaction return policy and the 24-month warranty period, I would like to exchange it for a new fully functional unit. If that is not feasible, I request a full refund. The watch is in good physical condition with all original accessories. Could you please provide me with the return authorization number and details of an authorized Fitbit retailer in Dubai for the exchange? My sister will be in Dubai on August 9, [redacted], to facilitate the process. Thank you for your prompt assistance. Best regards, A.H-C.

I have owned multiple Fitbits over the years, with my current one being a Charge 3. In April, I noticed a blank line through the time display, making it difficult to read. Subsequently, the screen turned white when opened, then became completely blank, although the App still functioned. On July 6th, syncing failed as the App continuously displayed "searching" without connecting to the Fitbit. I tried reaching out for help through the Fitbit "Chat" online, but after waiting for hours without assistance, I had to exit the Chat. Currently, I found my old Charge 2 with a cracked screen; however, I would prefer to have my Charge 3 back in working condition. I have always upgraded my Fitbits out of choice and have never experienced any malfunctions before. Can you please guide me on how to obtain a replacement Charge 3?

I have owned my FitBit Charge 3 for 18 months without any problems, using it in various water environments. Recently, after swimming in the sea for the first time, it stopped charging. Despite following the guidelines for water resistance, condensation appeared inside the watch. My warranty has likely expired, but I feel disappointed by this product. I have been a loyal FitBit user for 5-6 years but now feel I have overpaid for a less durable item. What steps can I take or what alternatives do I have?

Approximately a week ago, my Fitbit Versa 2 experienced issues where it continuously cycled through screens on its own before the touch-screen stopped responding. After several restart attempts, it seemed to function correctly. However, yesterday, the touch-screen ceased working again despite multiple restarts. Presently, the device displays the Fitbit logo repeatedly appearing and disappearing. As I left for work, it remained stuck on the logo for an extended period. Uncertain if it remains in this state. During these malfunctions, my Fitbit Versa 2 had a full battery charge. I attempted a factory reset using online button-only instructions without success. The procedure did not trigger the expected second vibration or reset the device as instructed.