Charge 3 doesn't records data correctly

[RebaT517]

I climb a lot of stairs both at home and at work. My fitbit Charge 3 fails to register any of them. Also, at random times during the day, it congratulates me for swimming. I never swim or get my fitbit wet, for that matter. What should I do?

Moderator edit: updated subject for clarity

[RebaT517]

Also, the time doesn't show when I turn my wrist or tap it to get the time.

[LizzyFitbit]

Hi @RebaT517. Welcome to the Community Forums.

Thanks for letting me know about your Charge 3's performance and let me help you with each of your questions. Let me explain that your Charge 3 has an altimeter sensor that detects when you go up in elevation and it'll register 1 floor when you climb about 10 feet, which is the average between residential and commercial floor heights. However, if you pause when you go up a flight of stairs, if the flight you climbed is less than 10 feet or exposure to excess moisture can also cause result in fewer floors.

That said, I'd recommend to clean your tracker making sure to not insert any items, such as paper clips, into the altimeter hole as you can damage your device. Then wear your device snug on your wrist and monitor its behavior.

Since you mentioned to have received a congratulation from your tracker, although you don't swim it might be that the SmartTrack (feature to auto-detect your exercises based on your movements and the duration) is turned on for that exercise. That said, I'd recommend to turn off this function:

1. Open the Fitbit app and tap the Exercise tile  .
2. Tap the gear icon   in the top right.
3. If you see Swim under the options, turn off Auto-recognize.

In regards to your last inquiry, hold the left button of your Charge 3 and turn on the Screen Wake function, which activates the screen whenever you bring your tracker to a viewer position. If you continue having issues to turn on the screen when tapping on it, please restart it to correct any misbehavior.

I'll be around, keep me posted.