Alta step count inaccurate

[Xxomegan]

Hello! I have a Fitbit Alta and love it. I’ve been using it for about 3 years.

For the past three weeks, it’s been calculating my sleep incorrectly. It shows the correct time when I wake up and go to sleep, however the “Time Asleep” is always calculated incorrectly, displaying about an hour less than it should be.

For example, if I go to sleep at 7pm, and wake at 7am, it should technically be 12 hours (assuming no restlessness etc). The Fitbit will record 10 or 11 hours. My time zone and time is correct on my phone, my watch and my app. For reference I have an iPhone 11.

I have tried resetting my Fitbit with the charger, disconnecting from Bluetooth (also forgetting device), deleting my app and reinstalling, setting up my charger like new, etc. It still will not add my sleep time correctly. 

Moderator Edit: Clarified subject

[AlejandraFitbit]

Welcome to the Forums, @Xxomegan.

I appreciate the preference to our product and the efforts in trying to fix the issues you are having with your Fitbit. 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, just keep an eye on your inbox for further assistance.

In the meantime, let me know if you need anything else.