Charge 3 isn't automatically registering swimming

[Maidstone]

I received a Charge 3 as a Christmas gift. It still won’t automatically register my swimming. I have received several emails from Fitbit saying they are working on a fix but how long should I wait? I am aware that there are other people that are in the same situation.

Moderator edit: subject

[AlejandraFitbit]

It's great to see you around @Maidstone.

Regarding your inquiry, while we don't have a timeline for resolution, we will continue to investigate these discrepancies. Your patience and understanding will be much appreciated. In the meantime, keep in mind that you can always manually enter this information.

Let me know if you need anything else. 

[Maidstone]

I am aware I can track my swimming manually but you advertise this Fitbit as tracking swimming automatically. How long is one supposed to wait for a fix?
I have been speaking to other swimmers at the pool I attend and it appears I am not the only one ‘waiting for you to offer a fix’
We are coming up to 3 months since I first reported the problem and you are still advertising and selling this product as registers swimming automatically. Is this legal?

Sent from my iPhone

[AlejandraFitbit]

Thanks for your participation in the Community @Maidstone.

As mentioned in my previous post, we don't have a timeline for resolution, we will continue to investigate these discrepancies. Your patience and understanding will be much appreciated. Once we have more information, we will be glad to share it with you.

Catch you later. 

[Maidstone]

What happens if a fix is not found?

Sent from my iPhone

[SunsetRunner]

Hi

i have the same issue,

It is strange however when i ad the workout manualy after the swim the data is there.

Any update about the fix yet?

Bas

[Maidstone]

I keep being told there is no fix yet.
Yes if I enter my swimming manually it does appear but not all the information. All the information only appears if it registers automatically, I know this because my friend has charge 3 and her swimming registers automatically with a lot more information
How long have you had your Fitbit

Sent from my iPhone

[Sh13nna]

I have the same problem.  I've been using my Charge 3 since the end of October, and it has automatically tracked my swimming without a single glitch until 2 weeks ago.  Now it has decided that it won't, so my swims are just registered as active minutes.  I have been advised to install an upgrade, but there isn't one available, and I have reset my device on 3 or more occasions but to no avail.  So annoying.  I don't want to have to manually record my swims, I bought this device because of the automatic swim tracking, and now it wont work. Extremely disappointed :(.

[Maidstone]

I agree with everything you have said. That is all they keep saying to me, ‘we are working on a fix’
Now it has just stopped recording automatically the treadmill as well, this has just happened on Monday and today.
I am seriously considering speaking to trading standards, as it is not fit for purpose. They are actually still selling them saying it automatically records your swimming etc etc when they clearly don’t.
I received mine as a Christmas gift, loved it as I swim several times a week and thought it was brilliant but have been so so disappointed.

Sent from my iPhone

[AlejandraFitbit]

Hello guys, I appreciate your participation in the Community.

@SunsetRunner, @Sh13nna and @Maidstone, thanks for letting us know about the issue you are experiencing with automatically tracking your swim.

As mentioned previously, 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. 

[SunsetRunner]

Hi to all

After working it out with chat support there is a fix

Just turn down your hartrate sensor

Perform a long reboot.

And now it should work it did for my

Bas

[Vandavies]

Mine has never picked up my swims. I bought it specifically for swimming and it's very disappointing.  I wasnt aware it was an issue. But it is advertised as being able to do this so needs sorting. I thought it was something I was/ wasn't doing so glad there is a problem that can be sorted!! 

[Maidstone]

I first purchased one mainly for the swimming after exchanging it 3 times, various excuses from Fitbit and finally they admitted ‘a new update is due out any time which will put this right’ but they could not say when I finally got my money back and now have an Apple Watch which works every time. They should not be allowed to sell this item whilst it is not working


Sent from my iPad

[Sh13nna]

I agree, don't buy this device if you want to track your swimming automatically.  It doesn't work !!!  Mine alternates between picking up swimming automatically, or just registering active minutes, or more recently I now have Elliptical reports every time I swim !!  Waste of money 😞

[KMJYUB]

Same here got the Charge 3 specifically to record swimming and it has recorded swims only twice in 3 months. Reset did not work.

when is this going to be resolved?

[Vandavies]

I've given up hoping for it to be resolved. Complete rip off as it doesn't do what I bought it for!

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