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

[Mikeymikey]

The old problem has reappeared. Device has shown sleep not tracked last 2 nights. This device really is unreliable garbage.

[Easther]

Yes, mine still not working, sleep is still not tracked since April. I did everything, reset , turned on/off. We shouldn't have to pay full price for fitbit charge 3.  

[Annetterd]

My Charge 3 se stopped working again as well. We purchased this device in good faith for full price expecting it to perform the functions as promised. Fitbit has failed to deliver and is doing nothing in the 5 months I’ve had the c3se to rectify this defective device.

Sent from my iPad

[Charley3719]

I’ve done it at least 100 times. Fitbit replaced. Still seldom tracks heart rate. And simply does not track sleep.

Moderator edit: word choice

[Pokeymom]

Also It is not giving me my heart rate. Very disappointed in my fitit.

[LizzyFitbit]

Hi @ruairí, @Squirtbert, @Annetterd, @Charley3719, @Mikeymikey and @Easther.I'm glad to hear from you. Welcome on board @Pokeymom. I'm sorry for my delayed response.

@ruairí, I appreciate you for sharing your thoughts and I'm sorry to hear about your experience with the Charge 3 and Fitbit app. Although you may see the "sleep not tracked" on your device, are you able to see your Sleep Stages in the Fitbit app? If not, have you tried rebooting your phone and syncing again? 

About the Fitbit app, have you made sure to have the latest OS version installed in your iPhone? Do you have the same issue regardless if you're connected to WiFi or mobile data?

@Squirtbert, I see where are you coming from and appreciate you for sharing your thoughts about this situation. Since you mentioned that your device isn't tracking your heart rate, may I know if the green light on the back is blinking? Do you wear your device snug on your wrist, meaning not too tight or loose? Have you tried turning off and on the heart rate settings?

@Annetterd, thanks for sharing your feedback about experience with your Charge 3. @Mikeymikey, thanks for letting me know that your device stopped showing your sleep data. Our team is currently working on this situation to bring a resolution as quickly as possible. Be sure that your comments will not be taken for granted.

@Pokeymom and @Charley3719, thanks for letting me know about your Charge 3 behavior. I'm sorry about the experience you've had and be sure that I'm here to help you. About the sleep not being recorded, have you made sure to sleep for more then 3 hours? Also, by any change did you try wearing your device on your other wrist?

Since you mentioned that the heart rate stopped working, may I know if you see a green light on the back? If not, I'd suggest to turn off and on the heart rate settings. Also, if you've not done so, restart your device.

@Easther, thanks for the troubleshooting steps that you've tried to get your device working correctly. Just to confirm, do you mean that your device is showing "sleep not tracked"? Also, have you made sure the "All-day sync" option is enabled in the Fitbit app?

I'll be around, so keep me posted.

[Mikeymikey]

@LizzyFitbit  you continue to say that the Team is looking into things & that our comments are not taken for granted. Various moderators including you have been saying this for at least 5 months.

Why don't you actually post a genuine update, acknowledging the issue and outlining the progress (or lack of) your developers are making in fixing the issue, together with some timelines?

I don't think anyone takes your current response seriously or considers it particularly genuine.

[Easther]

Yes, is showing "sleep not tracked" in my device, But showing in my app.

I did reported this last time, but until now, it's still not fixed 

[ltlsue]

I agree with MikeyMikey….disingenuous was the word that came to my mind.  Keeping LizzyFitbit apprised of our issues is getting us nowhere.

When I had a previous device functionality concern, I was directed to a programmer's site to log my comments.  The moderator at that time informed me that would be the only way to get the matter addressed...….the matter would be considered for investigation if enough users logged the same concerns.  Please provide us with that connection so we can ever hope to move this matter forward.

While you, LizzyFitbit, have likely been doing all that you are able to within the scope of your responsibility, it is not enough.  Shame on Fitbit for not doing a better job with after-purchase customer support!!

[Annetterd]

Well said.  I feel the same.

[Annetterd]

Working on a solution is sounding like a hollow promise.  In +5 months something should have been done.  A complaint is a gift from a customer.  As one is still complaining, they still consider themselves a customer.  I’ve now crossed that line.  Shame on Fitbit.

[Annetterd]

I agree, this is getting us nowhere.  Very soon I will be at 6-months with nothing more than “sorry” and several hours wasted with “customer support”. Your post was well said and I completely agree with.  Shame on Fitbit.

[Annetterd]

One more thing...why does this problem have “solved” checked.  It obviously is not solved.

[Squirtbert]

Fitbit 3 is an expensive pedometer. So frustrating!! Nothing is working to get heart rate and sleep monitoring working. Come on fitbit. Step up.

Sent from my iPhone

[LizzyFitbit]

Hi @Mikeymikey, @Easther, @ltlsue, @Annetterd and @Squirtbert. I'm glad to see you around.

I appreciate you for getting back, and I apologize for the experience that you've had with your devices not showing your sleep data correctly. Fitbit is aware of this situation and while there isn't a specific time frame, they're currently working to resolve it as quickly as possible.

Thanks for taking the time to share your thoughts in regards to our products and services. Our team will keep being informed of the impact to each of you, and be sure that your comments haven't gone unnoticed.

@Squirtbert, regarding the heart rate not working on your device, could you please provide me with the information requested in my previous post? This way I can investigate and help you out.

I'll be around if you need anything else.

[ruairí]

Hi All! I just wanted to update that my Charge 3 has finally begun showing all activities and features consistently now, with the exception of floors. It would be nice to see floors being tracked consistently as Charge 3 has only showed this one day out of the time (one week?) I've been wearing it. Could it be a sensitivity issue?

[Squirtbert]

Thanks and please ASAP. I am ready to give up wearing my fit bit. I am currently overseas for a vacation and was looking forward to working with the Fitbit while I have the time. My husband who bought me the fit bit for our anniversary feels bad! He researched and thought he had purchased me the best available.

Sent from my iPhone

[LizzyFitbit]

Hi @ruairí and @Squirtbert. It's great to see you around.

@ruairí, thanks for the updates and I'm glad that your activities are now being displayed on your Charge 3. About the floors, may I know if they are displayed on the Fitbit app? If not, have you made sure that the flight you're climbing is at least 10 feet height?

@Squirtbert, I see where are you coming from as your device was designed to bring motivation while reaching your goals. To further investigate the issue you've encounter with your Charge 3, please provide me with the following information:

1. Is the green light on the back blinking?

2. Do you wear your device snug on your wrist, meaning not too tight or loose?

3. Have you tried turning off and on the heart rate settings?

I'll be around, so keep me posted.

[Moonshine63]

Hi my fitbit has started showing the correct sleep for the last three days on my app which is great 

[Charley3719]

I do believe an Apple Watch would have been a better choice for both of us!

Respectfully,
Marc

Moderator edit: personal info removed