Charge 3 is not tracking steps accurately

[TheresaWill]

My charge 3 is 10 months old. It is not registering my steps correctly. I downloaded map my walk on my phone and the two never match. Charge 3 is always short at least a quarter of a mile. What can I do?

I have rebooted it, didn't help. 

Also, how do I cancel my subscription for premium.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @TheresaWill, it's great to see you in our Fitbit Community. I'm sorry to hear that your Charge 3 is not tracking your steps accurately. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

I'd like you to try a factory reset. To do so on your device, follow 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.

After this, check out this help page, which explains how your Fitbit device tracks your steps taken.

Finally, monitor your tracker during the next 24 hours and see if the issue gets fixed.