Fitbit Charge 3 not tracking steps and heart rate

[Tashchidx]

My Fitbit doesn’t track my steps or my heart rate anymore just has dashes next where it’s supposed to track. I’ve rebooted and troubleshooted it many times. I’ve only had it a year

Moderator edit: subject for clarity

[WilsonFitbit · Accepted solution]

Hello @Tashchidx. Welcome to the community forums! 

Thank you for the detailed information and for the troubleshooting steps you've tried. If the basic restart didn't work, I'd recommend performing a long restart to your Charge 3. Note that the Long restart is different than the basic one and you can complete this process by following 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.

For the Heart Rate, please turn it off and turn it back on and then sync your Fitbit device. You can find the Heart Rate setting in the Settings app on your Charge 3. For more information, see How do I navigate my Fitbit device?

Hope this helps.