Charge 3 stopped tracking heart rate and sleep

[Becky20201]

I’ve only had my Fitbit since July 19 it was bought for me as a gift and I woke up this morning and realised it has not tracked my sleep or heart rate. I have looked over the forum and followed the reset tips and checked that the heart rate mode is turned on. What else can I do? 

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Hi there @Becky20201, welcome to the Community Forums. Thanks for the details provided about your heart rate and sleep data not being tracked and for taking the time to troubleshoot that prior to contacting us. 

As a first approach, I'd like you to perform the following steps below for this situation (if you have already tried them, please let's confirm you've done it as described below):

• Switch the Heart Rate settings from On to Off and manually sync your Charge 3. To switch the heart rate settings on your Charge 3, from the main screen of your Charge 3, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Charge 3. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 3's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Charge 3 once again. 
• Once it's done, restart your Charge 3 once again. To do so, press and hold the left button for 8 seconds while it is plugged into the charging cable as if it were charging. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, I recommend considering the following:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Keep in mind that you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. To get more detailed information, see: What's sleep score in the Fitbit app?