New Charge 3 not counting steps

[dragonroll20]

I just opened my new Charge 3 today and it's not counting steps correctly. It counts a step when move my arm to look at the fitbit face, but not when I'm actually walking.

-I've restarted several times

-I changed the clock face as suggested in another forum

-I've set it to the correct wrist (non-dominant)

-I have the height/weight set correctly

-I have both carpet and hard floors in my house and it's not tracking on either surface

-Everything seems to be syncing correctly from the fitbit to the phone, but the fitbit is not accurately counting steps (phone is a Pixel 2)

[MarreFitbit · Accepted solution]

Hi there @dragonroll20, welcome to the Community Forums. Thank you so much for taking the time to troubleshoot the step count of your Charge 3 prior to contacting us. 

For tips about improving accuracy, see: How accurate are Fitbit devices?. If it still seems like your device is undercounting steps, try a step test. While you perform your step test, make sure you: 

-Walk at a normal pace
-Don’t hold anything in your hands
-Put your arms down at your sides, swinging naturally
-Count 1 step for each foot
-To avoid getting an additional step when you bring your feet together, after you reach 100 steps:
1. Freeze in a split-stance. 
2. Move your hand up gently to check the step count on your device.  

Here’s the step test:

1. Restart your Fitbit device once again. 
2. Put your device on your wrist or put your clip-on device on your hip or torso.
3. Walk 100 steps, making sure to count a step each time one of your feet touches the ground.
4. Pause, then check your device to see your step count, and write down the number of steps you took and the number of steps your device counted. 
5. Perform the test 2 more times, walking 100 steps 3 different times. Each time, write down the number of steps you took and the number your device counted. 
6. Add the number of steps over or under that your device counted for all 3 tests. If your device counted 30 more or 30 fewer than the 300 steps you took, please let me know. 

I hope this gets you back on track, let me know the outcome.

[DougWeller]

I find that outside It's fine, inside it works if I jog in place but misses a lot of steps when just walking around the house.