Charge 3 not tracking my steps

[Deborahmazz]

I have a replacement that was send almost 2 months ago and it is doing the same thing my first one was doing. It seems to not always track my steps. I have reset it. I have done everything I have been told to do prior. I dont understand why I keep having this issue. I really wish this would work properly like when u first purchased it a year ago.. very unhappy

Moderator edit: updated subject for clarity

[Rich_Laue]

I'm not sure what steps it is not tracking, or if anything is in your arms. 

Your tracker actually can not directly count steps but looks at arm motions to decide what the legs are doing and sometimes gets confused. 

[Deborahmazz]

It doesn't matter how I walk. I can have my hands going with body motion or down to my sides.. 

[MarreFitbit]

Hello there @Deborahmazz, welcome to the Community Forums. I apologize for the late response. I am sorry to hear that you are going through this situation. I appreciate your feedback for the Fitbit Charge 3.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. I appreciate you've already taken the time to follow the tips and recommendations you were provided in order to improve the accuracy of your Charge 3. 

For tips about improving accuracy, see: How accurate are Fitbit devices?. As my friend @Rich_Laue said, several things can affect the number of steps your Fitbit device records, including where you place the device, if you wear it on your dominant or non-dominant hand, and your stride length. If you're pushing a stroller or shopping cart, try putting your device in your pocket or use GPS to record your activity, if possible.

Before moving forward and considering other options, please try a step test. While you perform your step test, make sure you: 

-Walk at a normal pace
-Don’t hold anything in your hands
-Put your arms down at your sides, swinging naturally
-Count 1 step for each foot
-To avoid getting an additional step when you bring your feet together, after you reach 100 steps:
1. Freeze in a split-stance. 
2. Move your hand up gently to check the step count on your device.  

Here’s the step test:

1. Restart your Fitbit device.
2. Put your device on your wrist or put your clip-on device on your hip or torso.
3. Walk 100 steps, making sure to count a step each time one of your feet touches the ground.
4. Pause, then check your device to see your step count, and write down the number of steps you took and the number of steps your device counted. 
5. Perform the test 2 more times, walking 100 steps 3 different times. Each time, write down the number of steps you took and the number your device counted.