Charge 3 isn't auto recognizing elliptical

[Jgwiley]

After multiple calls to Fitbit about not auto tracking elliptical workouts, and following all troubleshooting steps, they finally sent me a new one.

The new one not only doesn’t auto track elliptical, but also is not tracking sleep correctly. Fitbit has stopped responding to my emails. I purchased the Fitbit specifically to track elliptical. My conclusion is that their advertisements lied about elliptical tracking.

At this point, I want my money back but they are unresponsive. What a waste of money. 

Moderator edit: subject for clarity

[AlejandraFitbit]

Welcome to the Community, @Jgwiley.

I understand how are you feeling and appreciate all the efforts in trying to fix this exercise issue. About the sleep, I recommend following these steps:

1. Make sure to not take off your tracker during the night.
2. Do you remember being awake during the night? If yes, that solves it! Keep in mind that if your tracker will detect if you are awake and will stop the sleep tracking process. If no, proceed to step three.
3. Restart the tracker. See instructions in the help article: How do I restart my Fitbit device?.
4. Confirm that the tracker is snug on your wrist (with an HR tracker, the lights shouldn't be visible).
5. Try sleeping with the tracker on your non-dominant hand.
6. If the setting was set to sensitive, please switch it to normal. 
7. If steps 1-6 do not solve the issue, I suggest manually editing the sleep log to reflect the time slept. See instructions in the article: How do I change my sleep history?.​

Now about the elliptical, have you checked if this option isn't "ignored"? If you haven't, I recommend opening the Fitbit app, tap your image icon, tap exercise and check that the auto recognize exercises are set correctly.

Let me know the outcome. 🙂

[Jgwiley]

No it is not set to ignore. I also have tried multiple troubleshooting steps as advised by your support team.

One of your colleagues advised me via phone yesterday that the last update caused the problem and that Fitbit is trying to get a new one developed.

Sent from my iPhone

[AlejandraFitbit]

Thanks for the update, @Jgwiley.

As you were mentioned by our support team, our team is aware of the problem and are working to resolve it as quickly as possible, sorry for any inconvenience it's caused and appreciate your patience and look forward to getting you back on track.

Please let me know if there's anything I may do to assist you in the meantime.