App resets step count of Versa and Ionic

[jsmiller]

Background:  LG v30 Android phone.  Ionic and Versa products.  Fitbit app updated to latest version according to PlayStore.  I needed to switch from my Ionic to my old Versa for a couple of days.  I removed the Ionic in the app, added the Versa.  No problems.  Yesterday (January 25) I removed my Versa from the app and added back my Ionic.  At that point the app and the Ionic would reset the step count to a prior value whenever I synced the app and the Ionic.  What did I do to try to address this?  1. I ensured the older Versa was no longer paired with my phone. 2.  Rebooted my Ionic.  3.  Removed and re-added the Ionic to the app.  4.  Uninstalled and reinstalled the Fitbit app.  5.  Many combinations of the above.  I then gave up, disassociated the Ionic from the app, and went back to the Versa.  The problem now affects the Versa and Fitbit app combination.  I literally will synch my Ionic or my Versa and can see a thousand or more steps lost at a time.  

any thoughts?

[RicardoFitbit]

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

Thanks for bringing this to my attention and all the details that were shared in your post. 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? First, I'd like to let you know that the LG V30 is not listed as a compatible device with our products and services, therefore, you can experience some connection difficulties with it and your devices. Also and to move forward, can you please let me know if you do the pair and unpair process the same day with both devices? If you do, this could be the reason why the information is getting overlapped. 

Looking forward to your reply and let me know if you have any additional questions.

[jsmiller]

Hi - thanks for the warm welcome back!

I didn’t know that the V30 wasn’t officially supported, but I’ve used it with my various a Fitbit devices for the last 2 years without issue, so it does well!

I experienced this problem only on January 25 & 26, but now I have no issues.  

Yes, I was unpairing one band and pairing the other on the same day.  But it wasn’t that the count was being reset to whatever had been on the other device, it was to the same value, but a value that was on neither device...  Anyway, good news is that things are back to working, so alls well that ends well I suppose!

[RicardoFitbit]

You're welcome @jsmiller, sorry for the delayed reply.

I appreciate the details that were shared with me, I'm happy to know that your issue was resolved. 

Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

Because your issue was resolved and just if you're interested, I want to suggest you to visit our discussion forums and participate over there. There are several users that share helpful information and tips about eating well, how to manage your weight, better sleep, a mindful lifestyle and some inspiring stories too! 

Thanks for being part of the Fitbit family.