Charge 3 not counting stairs

[Bitfit_Janet]

I have rebooted it. My stairs are over 3m. I go up at normal pace carrying nothing and not stopping on the way. Have you got another solution? 

[JuanJoFitbit]

Hi @Bitfit_Janet, it's great to see you in our Fitbit Community. Regarding the stairs tracking issue that your Charge 3 has experienced, I appreciate the time spent trying to get it resolved before contacting our forums.

I'd like you to try a long restart. To do so, 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 floors and see if the issue gets fixed after monitoring it during the next 24 hours.

Keep me posted on the outcome.

[Bitfit_Janet]

I can do steps 1 to 4 until the screen goes blank but it doesn't turn on again as stated in step 5. I have held the button in for 15, 20 and 30 secs and it still stays blank.

[Bitfit_Janet]

It won't do the long restart. See previous post.