Fitbit Charge 3 not tracking steps correctly

[Rcoultas0315]

Is anyone having issues with their Charge 3 not actively or accurately tracking steps? I noticed my steps were way down yesterday & just restarted my device & still see the step count isn’t moving or increasing as I’m walking. Any suggestions for addressing this as I’m hoping my decide isn’t dying so I need a replacement? TIA

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @Rcoultas0315 Welcome to the community forums! Thank you for the information and for the troubleshooting steps you've followed prior to posting! 

This is a very odd behavior and I'd recommend performing a long restart to your Charge 3. A long restart is different than a normal and basic restart. For instructions about how to perform it, please see the following: 

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.

Hope this helps! 

[MH2005]

I am having this same issue. I can walk 50 steps and it counts nothing. Then suddenly I will walk another 10 steps and it counts maybe 5. I have tried all the solutions. I've hard reset and even removed the app and started over. Nothing works. Mine is past warranty. I will not purchase another just to waste money with the same issues. 

[Mhunter1107]

Mine is also not counting correctly but it's doing the opposite.  Mine will show I have 30,000 steps before 8am....

[WilsonFitbit]

@MH2005 @Mhunter1107. Welcome to the community forums. 

I'm sorry for the inconvenience and thank you for the detailed information. @MH2005 I'd like to let you know that if the troubleshooting steps didn't work, my best recommendation is that you please reach out to our Support Team for further assistance. Click here to get connected. 

@Mhunter1107 In your situation, please make sure that MobileTrack isn't enabled. MobileTrack is a feature that records basic stats such as steps using your phone's sensors if you don't have a Fitbit device available. But there was a fan or anything buzzing nearby, or if your phone was vibrating during that time, that might have caused you to receive incorrect steps tracked.

If this is the case, I'd suggest you to remove this feature by following the steps described in this help article and monitor your tracker's behavior to see if this has any relationship.

Hope this helps.