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

[MarreFitbit]

Welcome on board @Squirtbert! Sorry to hear you've been experiencing issues with your sleep data. Thanks for letting us know you tried the solutions about the heart rate and so far it's working. 😉 Please don't hesitate to let us know if you need further assistance. 

Hey there @ltlsue, thanks for coming back and for answering my question! Have you missed any other day of data besides the ones you've reported?

I'll pass this along to keep an eye on this situation, please ping me out if you lose data again. 

I'm always around! 

[SunsetRunner]

I received my Charge 3 for Christmas 2018.  It was working fine until 4/1/19 when it stopped sending my detailed sleep phase information (Deep, light REM, awake) to my Fitbit app.  All I get is a mostly solid dark blue line and the hours slept.  As with the others, I have read blogs and tried resets, repositioning, etc with no luck.  I would appreciate acknowledgment of the issue and an expected resolution date.

[Annetterd]

I have my 3 since December and sleep only occasionally registers. Past month never.  This device is a dud.  Wish I never wasted my money on it.  Called customer service so many times, I’m sick of spending so much time on hold and they can’t really fix anything.

[TruckerWyne]

Yep mine too! 😡

[LizzyFitbit]

@SunsetRunner, @Annetterd and @TruckerWyne, thanks for joining the conversation, it's great to welcome you to the Fitbit Community!

@SunsetRunner, thanks for letting me know that your sleep data hasn't been recorded correct after restarting it and move its position. As you may know, the sleep stages will be recorded based on the heart rate, and to give you a hand, let me know if the heart rate is working correctly.

@Annetterd, I appreciate you for sharing about your experience with our customer service. I see your point of view about this situation and I'm sorry for the inconvenience. May I know if you've had the same issue? Also, have you tried restarting your device and making sure that the heart rate is working?

@TruckerWyne, there are some conditions that may affect your device and prevent the recording of your sleep stages:

1. You record your sleep using the app, instead of the automatic sleep detection of your device.

2. The battery of the device is almost empty when you go to bed (under 25%). This prevents regular recording of your pulse.

3. You use the metal bracelet during sleep or the band is too loose or too tight on your arm. You should be able to put your index finger between the bracelet and your arm without much resistance, so that your pulse is recorded regularly and thus your sleep phases can be recognized.

4. You sleep less than 3 hours.

After taking these conditions into consideration, if you've not done so, I'd suggest to restart your device and try using it on your other wrist for one night.

I'll be around, so let me know the outcome.

[Mikeymikey]

Hi is this fixed as yet? I used my Charge 3 yesterday (27th April). It has the latest firmware. Sleep is tracked in the app but shows as not tracked on the device.

[Annetterd]

Hi:  it looks like April 05 sleep began being tracked.  Syncing was off and on until last week.  Without doing anything last week it all started functioning properly.  Prior I had rebooted, cleared history, anything, without success.  Hopefully this will last.

[Mikeymikey]

Thanks. I will give it a few days, it's not working for me as yet.

[SunsetRunner]

The problem as you described it has not been fixed. After going through all the suggested remedies multiple times and exchanging email with the "customer service," I did get it to work properly for a few days, then it reverted to the device apparently not tracking, yet the sleep time showing up on my iPad. So I gave up and just decided that was enough time lost and that so long as I could get a step count and the sleep total, I would keep using my Charge 3. In the meantime I am looking at replacements for when the the device dies. I will add that my charge 3 never worked with my laptops or desktop, only with my ios devices (it won't sync with anything but ios and I could never adjust the clock face from anything but ios), so I also gave up on that aspect, which was never a problem on my old fitbit HR.

Good luck.

[LizzyFitbit]

Hi @Mikeymikey, welcome on board. It's nice to see you around @Annetterd and @SunsetRunner.

@Mikeymikey and @SunsetRunner, thank you for sharing detailed information about your Charge 3 not showing your sleep data, although it's on the Fitbit app. Also, I appreciate the troubleshooting steps that you've tried to get your device working correctly. Let me share that our team is aware of this situation and they're working to identify a resolution as quickly as possible. 

@Annetterd, I'm glad to hear that the sleep started to be recorded. Thanks for the steps that you've tried. You did a good job!

@SunsetRunner, regarding your concern when syncing your Charge 3, please note that the Charge 3 can sync with supported devices, as well with computers that have Windows 10 and native Bluetooth. If this applies to your computer, let me know the error message displayed when trying to sync.

I'll be around, so keep me posted!

[Squirtbert]

Sleep is very inconsistently tracked on my charge 3. Today it did track
after opening the app on my phone. But it doesn't always happen. I lost
my heart rate for a couple of days. I went online and googled it and I
found out how to reset the whole Charge 3. I did that and it worked
without losing any of my days activities! Heart came back and sleep
tracked for a few days. One day at a time on sleep now! My notifications
came more regularly also after resetting.

[TruckerWyne]

These people have offered me a new device but I think I would just like to have my money returned. Toooo many issues here!!!

Sent from my iPhone

[Easther]

I just bought by charge 3,but it says Sleep not tracked. 

Everything else seems yo be working fine. I'm wearing mine constantly as well.

Is there a way if getting this fix? 

[LizzyFitbit]

Hi @Squirtbert and @TruckerWyne, nice to see you around. Welcome to our Community @Easther.

@Squirtbert, thanks for sharing detailed information about your Charge 3 behavior, and I'm glad to hear that after resetting your device, the heart rate, sleep and notifications started to work correctly. You did a great job!

@TruckerWyne, I see your point of view and appreciate your feedback about your experience with the Charge 3. Our team constantly works to improve our devices and services, and your comments will not be taken for granted. If you have questions about their resolution, I recommend you to contact them again to receive more information and details. I'm sure that they'll be happy to continue assisting you the same way I will be if you need anything else.

@Easther, thanks for letting me know that your device is having this issue. Let me share that our team is aware of this and they're working to identify a resolution as quickly as possible. I appreciate your patience about this situation.

See you around.

[TruckerWyne]

A moderator here may be able to help you. I’ve not seen or heard of any consistent 100% fixes here or anywhere for most of the issues on this thread.

Sent from my iPhone

[Lapvol]

The “moderator” has been replying since November last year. They are “aware of the problem” and continue to be supposedly working on a fix! I’m not holding my breath!

Leesa

[TruckerWyne]

Yes Leesa! But always sooo polite and sooo cordial and so thankful for our patience time and time again.
Hey there moderator! How do I get this Charge 3 device returned to you and my money back?

Sent from my iPhone

[LizzyFitbit]

Hi @TruckerWyne and @Lapvol, it's nice to see you here.

@TruckerWyne, I'm sorry for the delay in my response, and thanks to you and @Lapvol for sharing your feedback about your Charge 3 behavior.

@Lapvol there are some factors that may affect the way your device will recognize your sleep data, such as the ones posted here. If you've verified that information and your device is still not recording sleep data, let me know so I can help you.

@TruckerWyne, regarding your inquiry, if your Charge 3 was purchased from our website, I'd suggest to reply back to the email sent by our Support Team so they can proceed with your request. In case it was purchased from a retailer, you'll need to follow the retailer's warranty policy. You can find more information about our warranty here.

I'll be around if you need anything else.

[Mikeymikey]

All thanks for your responses. My Fibit 3 works perfectly other than the "sleep not tracked" issue on the device.

@LizzyFitbit it seems this is a long term issue & that Fitbit have been responding that "you're aware of the issue"etc etc. It's been going on since at least last November. That's at least 6 months to fix a synching issue. It would be helpful if you gave a real update. 6 months seems a very long time, I'm not sure what your Development Team is doing to fix it. Can you provide some guidance on timings here?

[Squirtbert]

I understand. It can be frustrating. Currently my Fitbit is working. I
just have to do a manual sync to get the sleep to register. Turning the
whole Fitbit off with online directions and restarting gave mine the boost
that it needed.