Charge 3 stopped tracking my stats

[Warriorgrl2]

Six days ago my Charge 3 stopped tracking everything but steps and bpm. I have reset it several times, deleted the tracker from my phone, and re-added it back. I have downloaded the latest update, and nothing seems to fix this problem. I can add sleep manually, but of course want the automatic tracking and scoring. Any suggestions that I have not already tried?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Warriorgrl2, welcome to our Fitbit Community. Regarding the stats tracking issues that your Charge 3 has experienced, I appreciate the time spent trying to get this issue resolved before contacting our forums.

I'd like you to try a long restart. To do so on your device, follow the steps below:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.
8. Set up your tracker from scratch

Finally, monitor your tracker during the next 24 hours and see if it tracks your stats properly.

Keep me posted on the outcome.

[Warriorgrl2]

Thanks for the response. These are the steps I have tried previously, but I have done them one more time for good measure. I will let you know if I notice any changes in the next 24 hours. The only other option I can think of is to delete the app on my phone and reinstall and see if that fixes it. That will; however, cause my data to be deleted which I really don't want to lose.

[JuanJoFitbit]

Hi @Warriorgrl2, thank you for taking the time to monitor your tracker. If you delete the app, your data won't be deleted since your data is saved on the Fitbit platform.

Don't hesitate to get back if more assistance is needed.

[Warriorgrl2]

Thanks JuanJoFitbit! I may have to delete and re-add the application because none of what you recommended worked for me. I did the hard reset, deleted the Charge 3 from my app and re-established it, but the device is still not tracking sleep, movements per hour, and total minutes active. I will try deleting and downloading the application to see if that might help. Stay tuned!

[JuanJoFitbit]

Hi @Warriorgrl2, thank you for getting back. Don't hesitate to let me know how it goes after re-installing the Fitbit app and I'll be happy to follow up.

Merry Christmas and please stay safe! 😀

[Warriorgrl2]

Checking back in, hope you had a nice Christmas! My tracking is still not working on the fitbit application. Today I thought I would charge up my Alta band and use that for a couple of days and see if that will log sleep and the other elements that are not working. Maybe help narrow down if it is my charger or the application. Any thoughts?

[Warriorgrl2]

Hi @JuanJoFitbit! I charged up my Alta HR band and connected it to my FitBit application prior to going to sleep. This morning when I synced up all tracking was working! Sleep, steps, minutes active and so on. With that being said, I must conclude that my Charge3 has a problem and that is why the tracking stopped. I guess I will be using my Alta HR again until I decide if I want to try a new model. Thanks for the help, seems the problem is on my end with a failing fitbit. 😞