Charge 5 won’t receive msgs etc or count steps accurately

[Poziichris]

my new Fitbit Charge 5 does not count steps properly. It’s counts around 2 out of 3 steps.

so at the end of a day I can walk 10-12000 steps and it’ll count around 7000!
Also it does not show msgs/emails etc. I’m fed up of restarting my phone(Huawei) 

and my Fitbit Charge 5 which doesn’t make any difference anyway!

can anyone recommend a definite fix? Also it seems impossible to contact Fitbit directly for help! (Sydney Australia) Tia…

Moderator edit: format

[DavideFitbit]

Hi, welcome back to the Community forums, @Poziichris. 

Thank you for all the information provided about what you've been experiencing with your Charge 5. 

Before considering other options, could you please provide a few extra details? Let me know what is the type of activity that you were doing, if this happens often and if it happens with other activities or workouts as well. 

In the meantime, please follow the steps listed here below to complete a three pulse restart procedure using the charging cable, instead of the restart that you can find on the display: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

This has been useful for other users experiencing something similar. In addition, and regarding the device not receiving text notifications, make sure to follow all the steps listed here to resolve problems with notifications. If you're still having trouble, please check if you have the latest version of the Fitbit app installed and to check all the compatibility requirements here. 

Also, keep in mind that you won’t see notifications on your Fitbit device if you turned on the Do Not disturb Icon or Sleep Mode. 

Hope this helps, I'll be around. 

[Poziichris]

Hi thanks for your feedback, I’ve restarted the Fitbit Charge 5 via the
cable as suggested. Notifications still do Not work,
and steps(while I’m walking around in general during the day) only count 2
out of three, eg I walk 10000 plus steps a day and my Fitbit
Counts around 7000…

Moderator edit: format

[DavideFitbit]

@Poziichris Thank you for your reply and for confirming that you already tried all the steps suggested earlier.

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

Have a good day.