Fitbit Ace not tracing steps accurately

[Moskowitz]

I just got a Fitbit ace for my 11 year old. It seems to be tracking steps even when he is still, or if he is sitting in one place and moves his arms a bit.

i meant to write tracking!  

Moderator edit: merged format

[JuanJoFitbit]

@Moskowitz Welcome to our Fitbit Community! Seems odd that your son's Ace tracks steps even when he is not moving his arms. I'd like you to restart his Ace as described in this help article. Once this has been done, have your son to test his tracker and see if the issue gets fixed.

Keep me posted on the outcome! 

[Moskowitz]

After resetting the fitbit I wore it all day along with my fitbit and they were only 200 steps apart so I thought the problem was fixed. Then I left the Ace overnight and in the AM, after it was sitting there without moving, I noticed that it was already at 90 steps. I am thinking of returning it and seeing if something is defective about that one.

[JuanJoFitbit]

@Moskowitz Thank you for getting back and restarting your son's Ace. Since the issue persists, since you mentioned that his tracker was left still, I would just like to know where was it left? Since surfaces with vibrations such as a desktop with a computer or AC systems make trackers to count steps due the vibrations.

If this was not the case, let me know and I'll be happy to help accordingly.

I appreciate your time with this! 

[Moskowitz]

It was on my son's dresser. There is radio on there, which I guess could
have caused the vibrations, not sure. Is the 200 step difference between
two fitbits worn at the same time typical? When I talked with somebody on
the phone, they suggested just trading this one in but I have not done that
yet.

[JuanJoFitbit]

@Moskowitz Since you mentioned that the Ace was on a dresser with a radio on as well, please have your son to put the Ace on another surface that doesn't have any vibration and see if the ghost steps stop from being tracked while he sleeps or is not using the Alta and let me know how it goes.

Looking forward to your response! 

[Moskowitz]

 I left it on my dresser with nothing else but my fit bit on it. In the AM, my fitbit registered 0 and the Ace registered 10 steps.

Last night it got 53 steps, but also the alarm buzzed at 7 AM. Could that be what is making it vibrate and add steps in the night? It still doesn't explain why it was adding steps while my son was wearing it though. I am thinking of bringing it in and trading it for another Ace.

Moderator edit: merged

[JuanJoFitbit]

@Moskowitz Thank you for your time to troubleshoot this issue. Since your son's Ace is still tracking ghost steps, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You should receive an email from them soon.

Let me know if you have any doubts! 

[DanOla]

My son and I went for walk. By the time we returned home he had done approx 9500 steps. He took his watch off to have a bath by the time he put his watch back on the watch now says he’s only done approx 3000 can I ask why this happened as he was disheartened as he his hard work had vanished?