Charge 3 not tracking sleep

[3BC]

About 2 weeks ago my Charge 3 just stopped tracking my sleep.  I have 

     Restarted the Charge 3

     Updated the Software - yesterday

     Repositioned and tightened the device on my wrist as adviced.

Nothing has helped.  Any advice as to what to try next?

Thanks

[AlejandraFitbit]

Welcome to the Community, @3BC.

Thanks for troubleshooting this sleep issue. Upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

In the meantime, let me know if you need anything else.

[3BC]

Alejandra,  I have Chatted with 2 members of the Support Team.  Amy yesterday who took me through the same steps as I had done on my own, plus changing the Tracking from normal to Sensitive.  That seemed to fix the issue -- UNTIL this morning when I woke up and was back to Charge 3 not tracking sleep.  I chatted with another support team member this morning, who had me do everything again, plus a hard restart (15 seconds).  That did nothing, still not working.  He said I needed to monitor the device, even though there was no change, and it still wasn't working.  I asked to be escalated, but he wouldn't/couldn't.  Just said to contact
Support tomorrow if things were still not working.  Lovely gentleman, but this is very frustrating.  Especially since this is not an isolated issue - I am not the only user experiencing this.  Elaine

[AlejandraFitbit]

Thanks for getting back and for the information, @3BC.

I understand how are you feeling and appreciate all the efforts in trying to fix this sleep issue. Since you already contacted support and there is a case for you, I recommend keeping in touch with them. I know they will be glad to help you out and provide you a solution.

Let me know if there is anything else I can help you with. 

[3BC]

Alejandra,  I wanted to communicate my latest interaction with Fitbit Support.  As my Fitbit Charge is still not tracking sleep, I called Support and spoke to Bristol.  We did a "Setup New Device" which did not fix the issue.  Since my Fitbit is still under warranty, it is being replaced.  I had a choice of replacing my Charge 3 with a Charge 4 at no charge or get a 50% discount on another Fitbit product.  I chose to get the Charge 4.    I cannot say enough about the Support Team (Chat and Phone) of Fitbit.  Everyone did their best to fix the product, and when it couldn't be fixed offered a replacement.  Doesn't get any better then that.   Elaine 

[AlejandraFitbit]

Thanks for getting back, @3BC.

I appreciate the feedback provided about support, I am glad to hear that you will be receiving a Charge 4. At the moment of receiving it, you can follow the steps in the article: How do I set up my Fitbit device? to set it up.

Happy stepping!