Fitbit app is not syncing all my steps

[Jezzilf]

When I sync my steps to my app it says I have way less than I do. For example yesterday I had over 10,000 steps and the app only gave me 5. I've tried resetting the Fitbit and the app and nothing works. I'm very frustrated. My family and I are trying to keep ourselves busy through these hard times with a friendly competition and this really is making it hard for me!!

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi @Jezzilf, welcome to the Community Forums. I apologize for the late response, due to recent events affecting our operations, we're taking longer to respond.

I'm sorry to hear that your Fitbit app is not syncing all your steps. Thanks for taking the time to troubleshoot your mobile phone and your tracker in order to sort this out, I'll be glad to help you so you can continue with the family competition.

While reading your post I was wondering which is the mobile device you're syncing with? Have you made sure that your device is compatible with the Fitbit app? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance.

On the other hand, I'd like to know if by any chance you have might been manually logging activities? If so, typically, your steps will be recalculated if you manually log an activity as the manually logged activity takes precedence over the steps you tracked while wearing your tracker at that point in time. For example, if you're wearing your tracker and walking and you reached 10,000 steps, then I go to the Fitbit app and manually log an activity that starts and ends at that point in time for say 1 hour, Fitbit will calculate how many steps you took and it may bring the step count to something below 10,000 steps.

Last but not least, was it the first time you sync and your Fitbit app shows less steps than the ones shown on your Fitbit device? If that was the first time, we are not sure what might have caused this, but we would expect this to be one glitch and I would ask you to keep an eye on your tracker. In case this happens again, please let me know and I will be glad to further investigate.

By the way, I've moved your post to the Android App so it has more chances to get related replies here.

I'm looking forward to your response, keep me posted. 🙂

[SunsetRunner]

Not to flog a dead horse, but this is typical of Fitbit support. There’s solutions all over the web for this reported problem. 
Haven’t looked too far into searches but it’s possible you need to enable some settings specific to the app setting in the phone or OS Settings the phone uses. Gonna be a bunch of unofficial fixes out there that may be the one you need to try.  Hopefully one works for you.