Charge 3 not tracking sleep

[Jopw]

Bought my Fitbit Charge 3 on Saturday. Tracked my sleep first night, hasn’t since for last 3 nights. Have to keep putting it on charger and restarting. Few hours later it appears on watch and phone. Can’t keep doing this! Any ideas?

Moderator edit: format

[danieldiggle]

I've same issues. Half tracked one nights sleep, then hasn't tracked any since. 
Tried every suggestion of sensitive/normal mode, rebooting, updating, tightness etc. Nothing works.
It only tracks heart rate half of the time too.

I still have my Charge 2 and that works perfectly fine on the same wrist.  

Really frustrating not knowing if this is just a software issue - so can be fixed - or a serious hardware issue.

[Brunotiffen]

Daniel, to your point, I've noticed over the past couple days that my device is only tracking my hearth rate sporadically as well. I've been using my old Garmin (Vivosmart 3) side by side and it has been measuring the whole time.

I've been exchanging emails with the support team as well, but it has been really frustrating with a lot of circling around the real issue and confusing advices that feel like they're buying time.

I'll try to keep this thread updated as things progress.

PS: to the person who asked before, if you bought the device from the Fitbit store you have 45 days of money back on returns.

[cr07]

going in circles is exactly how i feel also! well do this and then get back to us in a week. sorry, I have already done that and it doesn't change anything. I think i am going to bring mine back to the store and exchange it for a new one and NOT push the update. Everything worked before the update!

[Irianna]

I’ve had the same problem. Got my Fitbit last week and it tracked my sleep three nights okay but has not tracked the past 3 nights at all, waking up saying sleep not tracked! Tried loosening the band and tightening it again and syncing and restarting but nothing has worked. 

Given slee tracking King is the reason why I got this tracked, the situation is starting to get frustrating and feels like a big waste of money. Please resolve this as soon as possible!

[Matthew68]

I'm having similar problems. Received my new Charge 3 this Saturday (27th October) after my Surge stopped working. Two main problems:

Sleep - tracks it in the app after synching but on display of Charge 3 it always says "Sleep not tracked"

Heart Rate - Randomly misses out large chunks of HR data.

Bought mine through Amazon. Will give it a week to see if it sorts itself out but if not will return it and possibly buy one later when the issues have been sorted out. 

[Allijohn]

I get “sleep not tracked” all the time, but it does track. Once I sync with my phone it usually shows up on my Fitbit, but sometimes it doesn’t.

Sent from Allison's iDoohickey.

[cr07]

I actually went and bought another as my kid was wanting one for Christmas. So i went ahead and got another now to see if it was any better. This time it paired seamlessly, original one i got it took a few tries for it to find it, it has been tracking sleep and HR just fine. So while they say there is a bug, it is clearly not affecting all the same. But originally it tracked good for 3 nights and then stopped. So tomorrow night will be the true test if it will be working long term or not.

[Irianna]

It did track once after I synced and it said I had had 3 hours of sleep when I knew I’d had more that 7 and it was very roughly displayed bars. Then the next night it did not track at all and then the third one it did the 3 hour thing again on the app but on the watch it says sleep not tracked still even after syncing. 

[Zebezoo]

I am having the exact issue. Worked great for a week. Now only tracks the time I enter manually. 

[Grenol]

I’m having the exact same issue with my new charger 3..... my old charger 2 worked like a clock.....hopefully it’s a software issue as well

[Jesse1979]

I have the same issue ie it tracks sleep in the app but displays "sleep not tracked" on the actual Fitbit . support don't have an answer. I'll request a replacement this week

[cr07]

I wish mine was tracking in the app. It is t tracking at all!

Sent from my iPhone

[Lorac280]

You are a rock star for finding this trick. It totally worked! I wasnt able to pull data for the for days before but if I do it every day it should be good. At least that works! 

[Saldunc]

I am exactly the same ,  I bought the Fitbit charge 3 to  take over from my garmin,  because of the waterpoof quality .      and I'm really quite disappointed .  It has logged 2 days sleep out of a week , and  rarely receives  text that I get .Ive spent a lot of time   trying to make sure its set up correctly . but it still is not tracking my sleep  .     I wanted a tracker that i put on my wrist  and voila ..  but its not working out that way     

[ashley.shehan]

I cannot get a response from them and am scared I will just loose my money if I mail it back. Their customer service was rude and dropped my call 3-4 times. I bought mine the day it was released. It was much anticipated and very disappointed.

Moderator edit: personal info removed

[Saldunc]

I spoke to the support team on Twitter ..  

I have to give them 10/10     

and it resolved my problem  , They we courteous and helpful  🙂  

this is a copy the message that resolved my problem ,  I hope it works for you too  

  

Going to the sleep logging of your tracker, kindly observe your tracker after doing a long restart as instructed below: 1. Plug the tracker into the charging cable. 2. While the device is plugged into the charging cable, hold the button down for 15 seconds. 3. Remove their finger from button. Note: Device won't have a smiley face icon and should be off with a black screen. 4. Remove the device from the charging cable. 5. Plug the device into the charging cable again. 6. The smiley face icon appears on the screen. After doing the long restart, continue to observe your sleep data making sure to sync your tracker before and after sleeping. If the issue will persist, provide us the exact duration of your sleep when it was not fully recorded. We appreciate your understanding and we'll wait for your update.   

[Lorac280]

Ashley... So I have find that it's tracking better if I wear it on the
inside on my wrist. Doesnt always catch it on the back of the wrist. I
have to sync it every morning for it to update, which I had to do with my
charge 2. If it doesn't catch it, select add log and that works. Hope this
helps.

[Kytiekitty]

Thank you for your sharing, my charge 3 sync well this morning.  Thank you Saldunc. 

[Jlsss]

My charge 3 tracks sleep and shows my sleep data on my app but just shows no sleep tracked on the watch. Very frustrating.

[Saldunc]

My charge 3 has tracked sleep since I did this reset  🙂    I'm  happy  It helped you  !