Charge 3 not tracking heart rate and sleep score

[BryWatts]

Morning,

Have been having serious issues with my fitbit since New tears day.

The fit bit is not giving sleep scores anymore and is not and pulse information.

I have tried all the suggestions recommended to fix this with no change. restarting fitbit, logging out and back in etc but to no avail.

The only thing I haven't checked is to see whether or not I am in fact dead!!!!!

I have only had the fitbit for just over a year and to be truthful the connectivity has never been the best with horrendous problems syncing with my Huawei p20 phone via bluetooth.

Disappointing and extremely frustrating to say the least.

Does anyone have any ideas????

Thanks

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello there @BryWatts, welcome to the Community Forums. I am sorry to hear that you are going through this situation. I appreciate your time while troubleshoot the heart rate monitor on your Charge 3, I'll be glad to help you.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Therefore, as a first approach, I'd like you to perform the following steps below for this situation:

• Switch the Heart Rate settings from On to Off and manually sync your Charge 3. To switch the heart rate settings on your Charge 3, from the main screen of your Charge 3, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Charge 3. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 3's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Charge 3 once again. 
• Once it's done, restart your Charge 3 once again. To do so, press and hold the left button for 8 seconds while it is plugged into the charging cable as if it were charging. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Keep in mind that you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. To get more detailed information, see: What's sleep score in the Fitbit app?

If you are not receiving sleep stages, I recommend considering the following:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Lastly, about the syncing difficulties with your Huawei P20, please note that your mobile phone is not currently included in our list of supported devices. You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

For troubleshooting steps, I invite you to see: Why won't my Fitbit device sync?