Hello Erica:
A little more info will help in solving the problem.
Does the turtle have a basking site with an overhead light source?
What is the temp of the tank?
Are there lights on during the day?
What kinds of food are being offered?
Though Softshells can be very hardy and live for years they can also be a bit challenging. The sandy substrate is fine as these turtles love to bury themselves. They do, however, bask on occasion so a basking rock (or platform) is equally important. They may not use it much but it should be available. You also have to be careful if using rocks to only use rounded stones with no rough edges.
Softshells also require quite a variety of foods to keep them healthy. They like shellfish (Crayfish, Ghost Shrimp), Fish, snails, crickets, earthworms, as well as dry catfood and manufactured turtle foods. If they are fed the same thing all the time they may become reluctant to feed.
Hope this info helps.
Good Luck!!!

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