Charge 3 stopped tracking my data except for the steps taken

[Kbrown_02]

I have had my charge 3 for about 8 months. For the past few weeks it will not track any data except steps taken. I have tried the reboot through settings. And I have tried plugging it in and resetting it that way based on the tips I read. It is still not tracking. Any help would be greatly appreciated. 

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello @Kbrown_02, welcome to the Community Forums. I apologize for the late response. Thanks for bringing up about your Charge 3 not tracking your data except for your steps and for taking the time to troubleshoot your Charge 3 prior to contacting us. I'm here to help you.

While reading your post, I was wondering if the data is not showing in your Charge 3 itself or in the Fitbit app after you sync? Are the steps and calories (due to the BMR you should see them) the only information you see? If you've been using the heart rate monitor, did you check that it was On? On your device, open the Settings app > Heart Rate > tap to turn the setting On.

While I wait for your response, please make sure that your restarted your Fitbit by following the steps provided here: How do I restart my Fitbit device?. Also, that you manually rebooted your tracker by opening the Settings app and tap About > Reboot Device. 

If so, I recommend setting up your Charge 3 as a new device by following the steps below:

• Remove your Charge 3 from the Bluetooth settings on your phone.
• Restart your Charge 3 once again.
• Turn off other Bluetooth connections when not in use.
• Plug it into the charging cable and open the Fitbit app.
• Setup your Charge 3 as a new device.

I hope this helps, let me know the outcome. 😉

[Kbrown_02]

Hi,
I tried rebooting my charge 3 again. And that didn’t work so I removed the device and started over. It is still not tracking miles, active minutes, heartbeat (yes it is turned on). Do you have another suggestion?

Sent from my iPhone

[MarreFitbit]

Hello @Kbrown_02, thanks for getting back and for the update. Sorry for the delayed response.

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they have helped you with this. 😊

Let us know if there's anything else we may do to assist you in the meantime. Have a good day!