Calorie count changed for no apparent reason

[goodjules]

I do water jogging. The Alta HR isn't waterproof so it stays in my locker and after my workout I log my info manually. Until late Oct 2019 a 30 minute workout would show that I burned 143 calories. Since then for no apparent reason it now shows that I burn 32 calories for the exact same workout! I've called customer support multiple times and they have no explanation for why it changed. I've checked all my personal info and it is correct. I've reset the Fitbit many times too. Has anyone else had this problem and were you able to fix it? 

[RicardoFitbit]

Hi @goodjules, it's nice to see you again participating here in the Community Forums, welcome back!

Thanks for bringing this to my attention and the details that were shared in your post, your effort and patience troubleshooting this situation prior to posting are appreciated. To better assist you with this, can you please let me know when was the first time you experienced this issue and how many times since then? Which is the activity you're experiencing issues with? Does this occur only with this particular exercise or with other ones too? Lastly, which mobile device are you using to check the Fitbit app?

In the meantime I receive your answers, please try the following steps and let me know if the issue persists:

1. Force quit the Fitbit app.
2. Uninstall the app from your mobile device.
3. Make sure that the OS version of your phone is up to date.
4. Reboot your mobile device.
5. Reinstall the Fitbit app.
6. Login using your account credentials.

Keep me posted.

[goodjules]

I got a new phone and will be reinstalling the app. I'll let you know if
anything changes.

Some history. The calorie count dropped from 143 calories for a 30 minute
water jogging workout to 32 calories for the exact same workout in late
Oct. It has remained 32 calories ever since. I've called customer service
many times and nothing has changed.

Take care,

Julie

Julie Goodenough
Constructing Success, LLC
650-743-0929