Device not tracking steps

[ElisabethW88]

I have had a couple of issues with my Fitbit. I am a very active person so I may get sweat, but if that seems to be the cause of my issues, then it’s not really meant for its “purpose” I haven’t dropped it on the ground or submerged it into water. I like participating in the challenges within the app,( weekend warrior and workweek hustle) I noticed after a 6.5 mile hike that I had “0” steps on my Fitbit watch face. When I had almost 5k steps prior to the hike. I felt it vibrate on my hike but thought it was just the “step goal” achievement notification. I logged into my app and it too, said “0” for my steps. Along with distance. The time and date, heart rate, and battery all were fine. I have tried resetting it on the charger 2-3 times and still, nothing. Also, when I sync, it says “failure to sync” 

Moderator edit: Subject for clarity 

[NellyG]

Hi @ElisabethW88 That is rather sad! Once a tracker loses steps, restarting rarely gets you the steps back - they are usually gone for good. But restarting will often get it working properly so it doesnt happen again. Has the problem continued to occur? 

For the syncing issue, try THIS Help Article on sync issues.

[RicardoFitbit]

Hi @ElisabethW88, welcome to the Community Forums! Sorry for the delayed reply. 

Thanks for bringing this to my attention. In addition to the helpful information that was shared by @NellyG, I'd recommend you to add the steps on your account following the instructions that are specified on: How do I add, edit, or delete Fitbit data and activities?.Keep in mind that manually logged information doesn't count for your challenges. Your understanding and patience are appreciated.

Let me know if you have any additional questions.