Charge 3 "Sleep not tracked"

[Lapvol]

I’ve had my Fitbit Charge 3 for almost 2 weeks, wearing it consistently, however the sleep tracker has never worked (nor has the water indictor). It is a new device, all updates are current, I have tried manually syncing and restarting the Fitbit but despite the app showing sleep details, my Fitbit Charge continues to show “sleep not tracked”.  I have read numerous “solutions” on here but none appear to work. Is it time to get my money back?

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @Mikeymikey and @Squirtbert, thanks for getting back.

I understanding how are you feeling and thanks for sharing your thoughts with me. Our team is further investigating this situation and working to get the best solution as soon as possible. Currently I don't have a specific time frame for a resolution, but be sure that your comments haven't gone unnoticed and they'll be passed to our team.

I'll be around if you need anything else.

[ruairí]

I just received my new Charge 3 and like everyone else, the sleep tracking is showing on the fitbit app but not on my Charge 3. I have restarted my tracker as per your advice to everyone else and sleep is still not showing up as tracked today when it does show on the fitbit app on my iPhone and on my laptop via desktop app version. Is your team still working on the resolution because I am wondering if this tracker is defective.

[ruairí]

Updating to let you know that I was finally able to get my Charge 3 to update sleep tracking today. Will keep you posted if I have further issues. It would be nice to hear of any updates regarding the firmware with regard to sleep tracking being an ongoing issue, however. Thank you!

[DRVB]

Hi. I'm having the same issue. The app on my phone ia tracking sleep but my tracker still shows "Sleep not tracked." Would like to know how you were able to get your Charge 3 to update sleep tracking?

[DRVB]

Hi. I'm having the same issue. The app on my phone is tracking sleep but my tracker still shows "Sleep not tracked." Would like to know how you were able to get your Charge 3 to update sleep tracking?

[ruairí]

I reset the tracker in charge mode (hooked up to charging cable), did a manual reset and also restarted the fitbit app on my phone. It's a matter of one by one doing what the moderator suggested. Unfortunately my water is not tracking now. I hadn't added it to the app yet and once I did, same problem as sleep tracking so trying to trouble shoot all over again. Highly annoying lol. I just want it to do what it's supposed to do in the first place without all of this bugginess in the tracker.

ETA: I reset the tracker in charge mode once again, after also signing out of the fitbit app on my phone and signing back in and re-syncing. This got me my water intake stats displaying properly on the tracker.

[Annetterd]

Sleep had never tracked on the charge 3 device for me, only in the app (even there a bit spotty.) I kind of think they are all defective.

Sent from my iPad

[Mikeymikey]

My sleep tracking suddenly started to work on the device. It was completely random. No magic solutions I'm afraid

[ltlsue]

Wondering why this topic is notated as "solved", when none of our devices are working properly as yet.  Seems to me that Fitbit doesn't intend to address the concerns.

[Charley3719]

I demanded a replacement because my sleep was not tracked. And.... the replacement does NOT track my sleep. The representative had the gall to say,”We have not heard of sleep nor being tracked on a Charge 3”! I suggested he read the forum. It is a heavily discussed issue. I wouldn’t bother with a replacement. When I had my charge 2 I was amazed at the accuracy of how it tracked my sleep. You’re right on. FALSE ADVERTISING and the company denies there’s and problems with the device tracking sleep. I do NOT recommend Fitbit anymore.

[LizzyFitbit]

Hi @ruairí and @DRVB, welcome on board. It's great to see you around @Annetterd, @Mikeymikey, @ltlsue and @Charley3719.

I'm sorry for my delayed response. Thanks for sharing detailed information about your devices and your experience with them.

Hi @ruairí and @Mikeymikey, I'm glad that your Charge 3 devices are now showing your details properly and thanks for your efforts in troubleshooting them. I see your point of view about this situation as your device should be working fine, but keep an eye on it and let me know if anything happens.

@Annetterd, about your device not showing your sleep details, our team is currently working to bring a solution as quickly as possible. Now, if your sleep details aren't syncing correctly in the Fitbit app, may I know if you were able to receive Sleep Stages? Also, have you checked our help article?

@DRVB, thanks for reporting that your device is also not showing your sleep data. I was informed that our team is working on this situation to get this resolved. Be sure that your comments will not go unnoticed.

@ltlsue I appreciate you for taking the time to share your thoughts. @Charley3719, thanks for sharing your experience with our Support Team and your Charge 2. Fitbit is always working on our devices to improve their performance and be sure that your feedback is always taken into consideration.

Regarding the "Sleep not tracked" message shown on your device, our team is currently working to resolve it, so your details are shown correctly. Now, if your Charge 3 isn't recording your Sleep Stages, may I know if the heart rate is working correctly? Also, do you have the "All day sync" option enabled?

Keep me posted.

[ruairí]

Once again, sleep is not tracking! I have followed all suggestions at this point and am resenting that I am having to spend this time trying to get sleep tracking to work. It's not working in the app OR on the tracker. This is really not satisfactory at this point, I must say. I've only had the tracker less than a week: since May 12, 2019. There must be a problem either/or with the tracker software and the fitbit app? Not only that, but when I sign out of the fitbit app on my iPhone, I seem to have trouble logging back in. NOT HAPPY

[ruairí]

I also purchased the Charge 3 Special Edition after reading more positive reviews of it, than the regular Charge 3. 😕

[ruairí]

At this point I am beyond fed up because in the past days, I have also had trouble logging in to the fitbit app on my iPhone.This makes no sense to me because I am able to login to the desktop app via my laptop. Without the fitbit app login working on my phone, I can't do ANYTHING much less anything with regard to the sleep tracking which has continued to be a daily problem. I have tried contacting support via chat online and by phone to no avail. The connection times out via chat and I'm on perpetual hold with phone support at fitbit.  This is time spent out of my day in trying to resolve all of these issues, which I can never get back. I think that unless something changes very soon with regard to, at minimum, being able to login to the fitbit app, I am left with no other recourse than to return my fitbit Charge 3 SE. I hope I don't have to do that but I only have a set number of days before the return window will be closed at the vendor from whom I purchased the tracker.

[Squirtbert]

I too am frustrated with the Charge 3. No heart monitoring for 2 weeks so no sleep tracking. I might as well just wear a pedometer!! I have tried resetting and rebooting!! So annoying!! I am in UK now so have to wait until in USA to call support. I have had it for 8 weeks and it has worked correctly less than half that time!!

Sent from my iPhone

[Annetterd]

Hi: today was the first day ever that the C3se device displayed sleep. Sleep cycles on the app usually record. Two days ago nothing—flatline. Today working again.

Sent from my iPad

[Pokeymom]

My sleep trcker is not woking too

[Squirtbert]

I am so disappointed in my Charge 3. Going on 2 weeks of no heart or sleep tracking.. Also not tracking my hourly activity. I have reset 3 times both ways suggested with zero results. I might as well be wearing a pedometer!!!! I have only had it 2 months and this has been a constant fight! I feel sad as this was an anniversary gift from my husband and so far It has been pretty stressful. I wonder if the Apple Watch would have been a better choice as I have an I phone?

Squirt erg

Joie de Vivre!

[Charley3719]

No, sadly no sleep stages and only periodic heart rate.

Respectfully,
Marc

Moderator edit: removed personal information

[Annetterd]

This morning sleep not tracking on the device again. Sigh.

Sent from my iPhone