Charge 3 stopped tracking my data

[Cryer98]

I’ve had my charge 3 for about a year now, and all of a sudden it won’t track anything. I have restarted the charge 3 and taken the app off and put it back on, still nothing. I’d this normal for it to quit after a year?

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello there @Cryer98, welcome to the Community Forums. Thanks for the details provided about your Charge 3's behavior. 

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. Please keep an eye on your inbox for updates on your case. 😉

In regards to your inquiry, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

Let me know if there's anything else I may do for you. 

[C0156]

I bought charge3 three days ago. Everything was working fine. Yesterday and today nothing I do is helping to make it track active minutes. Zero on my watch and zero on the app dashboard. I am returning it today if u cannot fix it by this afternoon! So upset about it. 

[MarreFitbit]

Hello there @C0156, thanks for jumping in here. I'm sorry to hear that you're going through this situation. 

Thanks for troubleshooting this active minutes issue. Please keep in mind that what is provided in the article: What are active minutes is the key to earn your minutes. 

I was also wondering if you've changed something on your recent activity? The duration or maybe the intensity? The algorithms detect subtle differences in exertion that may explain why two seemingly identical activities result in different active minute totals. For example if you took a brisk walk along the same route two days in a row, differences in your speed and exertion levels (e.g. out of breath vs not out of breath, etc) will cause different active minute totals for the two activities. 

Because our trackers primarily track movement through the use of an accelerometer, they more accurately detect active minutes for step-based activities (brisk walking, running) than non-step based activities or activities that require more than steps (yoga, tennis). Trackers like the Charge 3, with a heart rate monitor detect active minutes most accurately, since heart rate data allows us to better estimate caloric burn and, in turn, exercise intensity. 

Give this a go and let me know the outcome.