Fitbit Customer Service Issues

Dear Sir or Madam, I am writing to report a warranty issue with my Fitbit Inspire HR from [redacted]. The touchscreen is unresponsive, and I am unable to swipe up or down. Additionally, the battery drains quickly, and when I try to charge it, I receive an error message stating that charging is not possible. Even after using different cables and outlets, the issue persists. At times, the charging process stalls at 99%, remaining unchanged for hours. The device also frequently shuts off, with the screen going dark and no green LED light on the back; it becomes unresponsive until suddenly turning back on after about 10 minutes with a vibration alert. I would like to request a replacement under warranty. The purchase was made on 02/04/[redacted] through the Fitbit Store with order number [redacted]. Best regards, Tolga V.

I purchased a Fitbit Ionic Fitness Tracker in January [redacted]. Recently, the battery only lasts 4-5 hours despite charging it with the original cable and adjusting settings to extend battery life as per your instructions on "Can I extend the battery life of my Fitbit device." I have tried all recommended measures, and as my device was bought in the EU, I request a replacement.

I purchased a Fitbit Charge 2 in November [redacted] and began using it in December [redacted]. Yesterday, on November 28, [redacted], I discovered that my Fitbit's screen was frozen. It does not respond when I tap it, despite my attempts at a hard reset. While it is synced to my phone and I receive updates, I need the screen to unfreeze so I can access the time, steps, BPM, and other details for which I bought the device. I have tried various methods from online sources, but the issue persists. Your help in resolving this matter would be greatly appreciated.

I purchased a Fitbit Charge 4 for my friend on June 10, [redacted], from Amazon. Three weeks ago, my friend mentioned that the sleep mode was missing and not showing on his iPhone. I visited him to troubleshoot the issue, but despite trying everything, I couldn't resolve it. Now, he also noticed that the step count is not showing up on his iPhone. I am considering sending it back to your company for inspection and repair. This is the fourth Fitbit watch I have bought, and the others are all working perfectly. Any suggestions would be greatly appreciated. Thank you, Ping Gan

I noticed a few cracks on my Fitbit Charge 2 crystal, even though it's still together. It must have happened while I was wearing it because I rarely take it off, only for charging. Suddenly, it stopped functioning too. I charged it as usual, but now it won't light up or power on when I press the button. My Fitbit model is Charge 2, size small, in black. The bar code is 161ACD37CAAA.

I recently bought an Inspire2 and encountered issues during setup. I uninstalled the program from my iPhone and reinstalled it. However, when attempting to log in, my iPhone indicates the email is already in use. Although Bluetooth is connected, the watch displays "Power On" prompting to download the mobile app when pressing both buttons. After some research, I believe it might be best to delete the account and begin anew. I've attempted setup using two different emails: [redacted] and [redacted] My name is Linda Moore.

Dear Sir or Madam, I am writing to report an issue with my Fitbit Versa 3. After three months of flawless operation, the watch failed to start one morning without any apparent cause. I have attempted to charge it using the cable, but there is no response. Even after trying to reset by holding down the button for 10 seconds, the watch only shows the Fitbit icon briefly, vibrates, and then goes back to a black screen. Given that this seems to be a hardware problem, I believe it falls under warranty. I kindly request a replacement for the faulty watch. I purchased this watch, along with two others, on 02.09.[redacted] at Saturn Leonberg (invoice number [redacted]). Thank you in advance for your assistance with this matter. Yours sincerely, A.D. Alexander Feierabend

I've been a long-time user of Fitbit, but the replacement I received has a super slim design that's hard for me to read due to my age (I'm in my 60s). Is there any way to make the display easier to read? I'm quite fond of Fitbit and its role in keeping me fit. Thank you for any assistance you can provide.

Hello Fitbit Team, I am pleased to report that my order arrived promptly and in good condition! I have been using the Inspire HR and Fitbit App for 2 years now, and everything has been working great. The new device is a Christmas gift for myself. I tried to set it up yesterday, but I am having trouble connecting it to the app. I have an iPhone 6, which is working well, but I cannot update the app as there are no more updates available for this phone. I am quite disappointed! Can you please advise me on what to do next? I would appreciate a solution to this issue. Best regards from Pfalz, Regina E.

My Fitbit Charge 4 has broken at the base of the band again. I received it last Christmas, and it broke yesterday, just one day after the one-year mark. I would appreciate either a replacement watch or a refund for the subscription I just started. Since I can't wear the watch, I have no use for the yearly subscription unless the watch is replaced. I don't even wear the unit when exercising or showering. I'm puzzled as to why it has broken again.

I have been attempting to return my Fitbit Versa 2 per the online chat instructions since October. I recently made it to a FedEx drop-off location 40 miles away, only to realize the postage label provided by Fitbit was for internal use in the USA. I am located in Telford, United Kingdom, and it seems there was a mix-up with the label. Could you kindly send me a new label for UK returns? The limited availability of FedEx drop-off points caused the delay in returning the item. I would appreciate any assistance. Regards, M.

I purchased a Fitbit Versa 2 from a third party recently. Upon trying to use it, I discovered that it doesn't respond at all. Even after charging it for three days, there is no sign of life - no logo, nothing. I am new to Fitbit devices, so I hope I am just missing something simple. I apologize if this is a trivial issue. Thank you for reading and for any help you can offer. -Carleton

I recently bought the Sense with the Pendleton woven band and swapped the band right away. Sadly, on the same day, I misplaced my entire Fitbit. After searching for days, I fortunately found it, but now the Pendleton band doesn't fit securely as the original silicone one did. It's disappointing since I had no problems with the original band. I'm hoping to explore what options are available to ensure a secure fit for my Fitbit.

I recently bought a black Fitbit Versa from Walmart in Sebastian, Florida on 11/05/[redacted]. The serial number is [redacted]DC8109, and the receipt shows the purchase time as 1:52:17 PM EST. Unfortunately, the watch had a defect and was returned with the charger in the Fitbit-provided envelope. I received a replacement Fitbit Versa 3, but the charger was not included. Fitbit Customer Service was contacted, and they sent a new charger; however, it requires a USB port which I do not have. Despite being told by a Fitbit representative that they no longer manufacture plug-in chargers, the Fitbit Versa 3 I received originally came with one. It's concerning that the support team claimed they haven't made a plug-in charger for over 2 years, but I purchased mine with one in November. Looking for guidance on this discrepancy. Thank you, Steven Tarshis.

I have noticed a bright white line on the left side of my Fitbit Versa 2 screen since mid-January. I ceased using it on January 19, [redacted], and have since tried resetting to factory settings, reinstalling the app, and changing the clock face to no avail. I purchased the device from Fitbit on April 16, [redacted], with confirmation code 0386lwzz1dlxy. There is no physical damage, and I believe it is under warranty as it has not been a full year since purchase. Could I request a replacement Versa 2 from Fitbit? Thank you for addressing this concern. HJ

I pre-ordered a Charge 5 from the Fitbit website in September [redacted]. However, upon arrival, it was faulty. After numerous exchanges with customer service, I decided to request a refund due to the delay in the exchange process. Despite being deemed eligible for a refund, I have yet to receive it. The automated response I received after inquiring about the refund stated that my account had been closed due to inactivity. This experience has been frustrating, waiting over four months for a fully functioning watch. I demand a prompt refund and wish to cease any future interactions with Fitbit. My email for reference is [redacted] Regards, Jordan A.

I reached out to customer support because I've noticed charges for premium services, but my account shows no active subscriptions. Despite matching the email they bill me on, the first agent couldn't resolve the issue and promised an escalation. They requested images of my card statements, card type, last four digits, address, and billing codes. I complied, also mentioning my desire to cancel the subscription. A day later, I received an email suggesting managing my subscription by clicking a link. This standard response does not acknowledge my problem or the submitted information. Frustrated, I question the status of charges, photo reception, and the adequacy of the sent data. I request prompt resolution through a conversation rather than prolonged email exchanges. Regards, EH

My Fitbit Inspire HR is completely unresponsive; it won't charge or turn on. This is my second device as the first one had an issue with the attachment area breaking. I fixed it by using superglue, but now this replacement is not charging at all. I purchased it in August [redacted], and I have a warranty with Square Trade. I believe I need a replacement for my Inspire HR.

My two-year-old Charge 3 has a display issue. The screen is now barely visible in any lighting condition. Even with no light, most of the display remains dark, making it hard to read. I've tried adjusting the settings and rebooting it multiple times but the problem persists. I can only view the data using the app. The problem appeared suddenly, as one day it was working fine and the next day it wasn't. I feel like a device I paid $[redacted] for should last longer than two years. Any assistance would be greatly appreciated.

I attempted to contact your Customer Service, but unfortunately, my concerns were not addressed. I am facing a problem with the Fitbit App syncing my Fitbit Charge 4 using my home WiFi. I decided to purchase a Charge 5 assuming my Charge 4 was faulty. However, I encountered the same problem with the new device. I have returned both the Charge 4 and Charge 5 to Customer Service for a replacement Charge 5. The issue persists as I am unable to set up the devices, and they only sync over Cellular Data, not on my home WiFi. This setup is inconvenient for me, and I consistently receive the error message: "The operation couldn't be completed. (com.fitbit.HTTP error [redacted].)" I seek guidance on what needs to be adjusted on my WiFi or by the Fitbit App to resolve this issue. My Fitbit syncing was flawless until late January, and I urgently need a solution to sync my Charge 4 without relying on Cellular Data or facing the same issue with the new Charge 5. Thank you, Terrie R.