Ace 2 losing steps

[Wend99]

Yesterday my daughter’s Ace 2 was showing at about 18,000 steps. Then suddenly it lost all the steps and was showing 3,000 steps. We have a challenge running and that is still showing 18.000 steps even though her ACE is showing only 3,000. Any ideas please? 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Wend99.

Thanks for the details shared in your post. I understand your concern and recommend confirming if you manually logged any activities as these activities override tracker's data. Please also make sure the tracker is syncing. To confirm the steps to sync the Ace 2, see How do I sync an Ace tracker with my phone or tablet?

Additionally, I recommend checking if the Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

Hope this helps!

[Wend99]

Thank you. I’ve done that and it seems to have restored the steps. Can I ask - why the add an activity function doesn’t work on the ACE? Why would it delete the steps already added? Thanks. 

[LiliyaFitbit]

Thank you for your reply, @Wend99.

I am glad to hear the issue is resolved. Regarding your concern, manually logged activities override the device's data for the same period in order to avoid double counting. To confirm the steps to manually log an activity, see How do I manually log exercises in the Fitbit app? 

To share additional feedback or if you want the features to be improved, feel free to visit our Feature suggestion board. Here our product development teams consult regularly to ensure we're delivering on what our customers need and want. You can read the FAQ to better understand how that board works. 

See you around.