Charge 3 data readings are inaccurate

[KathleenMay]

For the last few days my charge 3 ha  been crediting me with very excessive active minutes (over 400) and shows very high heart rate. Have restarted but no change.

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @KathleenMay. Welcome to the community forums. 

I'm very sorry to hear this and thank you for providing us with the detailed information and for the troubleshooting steps you've tried prior to posting. At this time, I'll recommend performing a long restart to your Charge 3. A long restart is different than the basic one and you can complete it by following the steps 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.

On a side note, I recommend keeping the Fitbit App for your mobile device up to date. In addition, make sure that your Charge 3 is updated to the latest firmware version. In case it is not updated, make sure to look for an update and perform this update by following the instructions in this link: 

How do I update my Fitbit device?

Hope this helps. 

[KathleenMay]

My battery icon came up straight away, before I pressed the button. Then after 15 seconds the device had 4 short vibrations and then a smiley face. No change. Already this morning I have had 15 active minutes and all I've done is have breakfast and check my messages.

[WilsonFitbit]

@KathleenMay Thank you for your response and for following the instructions. 

In this case if the inconvenience persists, I recommend contacting our Support Team for further assistance. To contact them, please go to this link and make sure to explain the inconvenience and the troubleshooting steps you've followed, this way our Support Team can assist you from there. 

Also, as mentioned on a post above, make sure that the Fitbit App on your mobile device is up to date. 

See you around. 

[KathleenMay]

I have contacted the support team and they are trying to work out what is wrong.

I am now also having problems with my device holding a charge. A full charge now only lasting less than 2 days.  Personally, I think there is something wrong!

Moderator edit: word choice

[WilsonFitbit · Accepted solution]

@KathleenMay Thank you for your reply. 

I was able to see that you've been working with our Support Team. Please keep an eye on your inbox since they should get back to you with more information. Also, if you have additional comments or questions, please make sure to mention them so they can assist you from there. 

See you around. 

[AliNa22]

I attempted your recommendation, as I am having the same issue as KathleenMay. It did not resolve the problem. 

[WilsonFitbit]

Hello @AliNa22. Welcome to the community forums! 

Thank you for the information and for following our suggested tips. At this time, 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. 

Please make sure to explain the inconvenience and mention the troubleshooting steps you've followed, this way they can assist you from there. 

See you around.