Charge 3 not tracking active time or sleep accurately

[Kaa367]

My Fitbit started giving me massive amounts of active time and not accurately tracking my sleep about a month ago. Usually a hard reset will fix it for a few days then it starts again, but lately resetting it isn’t working anymore.

I’m getting active minutes while I’m sitting watching TV. My sleep tracking is just showing sleep, not the levels of sleep or awake time. I’ve also got lines on my screen now.

Moderator edit: subject 

[AlejandraFitbit]

Welcome to the Community, @Kaa367.

Thanks for troubleshooting these issues. If your Charge 3 isn't accurately registering your sleep, I recommend the following:

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 active minutes, our algorithms detect subtle differences in exertion that may explain why two seemingly identical activities result in different active minute totals. For example if you took a brisk walk along the same route two days in a row, differences in your speed and exertion levels (e.g. out of breath vs not out of breath, etc) will cause different active minute totals for the two activities. Also keep in mind that active minutes are only recorded for activities that last 10 minutes or longer. 

Because our trackers primarily track movement through the use of an accelerometer, they more accurately detect active minutes for step-based activities (brisk walking, running) than non-step based activities or activities that require more than steps (yoga, tennis). Trackers with a heart rate monitor detect active minutes most accurately, since heart rate data allows us to better estimate caloric burn and, in turn, exercise intensity. If you're unhappy with your active minutes total, I recommend logging the activity manually as described in the help article: What are active minutes?.

Manually logged activities override your tracker's data. Sometimes customers report a decrease in active minutes after logging an activity, which can occur if what your tracker recorded was more intense than what you logged.

I will see you around. 🙂

[Kaa367]

Thanks for the copy and paste answer that did not apply to my question at all.  I will contact customer support directly.

[GHR2]

I just received my Charge3, so I'm sure some of my problem is related to what I don't know about using it.  But I'll ask anyway.  I wore my Charge3 to bed last night hoping to track my sleep.  I started the app on my phone, and under Today I selected the moon icon, then the + in the upper right, then selected Begin Sleep Now.  Then I went to sleep.  This morning when I awoke I selected I'm Awake.  The sleep screen correctly recorded the duration of my sleep, but no information such as types of sleep, sleep score, etc.  It's as if the app knew I was asleep, but it receive no data from my Charge 3.  This morning the Charge 3 correctly registers steps, and that is shown in my Fitbit app and on my Dashboard on my computer.  The Charge3 is synching, and I can manuall synch it to get an updated step count on my phone.  Why did the Charge3 not send sleep data to the Fitbit app on my phone last night?