Charge 3 calories too low & no active minutes

[LouBrockman]

Hi - About three weeks ago my Charge 3 stopped tracking calories at the same level as before. I used to use 2500-2750 a day & have minimum of 60 minutes active. 
With no change in activity - 2 x walks a day plus normal working & doing stuff around  the house & garden, it rarely gets above 1000 calories & shows no active minutes.

I have carried out a reset, & also logged out of the app & back in again. No difference.

My Fitbit also mis measures height climbed. I can walk pretty much on a level, where I would have expected in previous times to log a rise of 12-15 a day - now it says 60+.
Any help for these issues appreciated.  

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @LouBrockman. Welcome to the community forums! 

Thank you very much for the detailed information and for the troubleshooting steps you've tried prior to posting. Just to confirm, are you seeing this numbers reflected on your Fitbit dashboard as well or just on the Charge 3 tracker?  

In the meantime, I'd recommend performing a long restart to your Charge 3. A long restart is different than the basic restart and you can complete it by following the instructions below: 

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.

In addition, please reply to the following questions: 

- In case the discrepancy would just be reflected in the Fitbit App/dashboard, was this after an update to the Fitbit App? 

- Have you changed the way you wear your Charge 3? 

I look forward to your response. 

[LouBrockman]

On the dashboard too. 
I have tried what you suggest & it doesn’t happen as you say. The device does not do step 3. It either shows a smiley face after 8 secs, or DND & Sleep, then goes blank.

Am I not pressing the right button?

[WilsonFitbit]

@LouBrockman Thank you very much for your reply. 

I also appreciate your help in following the tips and thanks for the additional details. Regarding your inquiry, the button on your Charge 3 can be located on the left side of it. I've attached a picture. 

Take into consideration that it has to be pressed while it is connected in the charging cable. Nevertheless, if the issue persists; I recommend contacting our Support Team for further assistance. Note that you can contact them through chat or over the phone, but phone wait times have been longer than normal, so I recommend initiating a chat. Click here to get connected. 

Hope this helps.