Flex 2 not tracking steps

[SunsetRunner]

My husband and I both have a Flex 2. My Flex 2 is not tracking my steps correctly. For example, we can go for a walk together and his Flex 2 will track 3,000 steps but mine will only track a third of that. We are both the same height with the same stride length. It is very frustrating because I have no idea how off my step count is everday and I am in a doctor diet which I must compensate for extra activity or I will be below my BMR. My flex 2 has not tracked correctly since I started wearing it but I did not realize how badly it was until I started comparing mine to my husbands. Today, I have been moving nonstop since 11am, and it says I have only taken 1400 steps. I have been mopping floors, scrubbing bathrooms, doing laundry, etc and have made many, many trips through my house constantly back and forth. My husband can do the same thing and it tracks his close to 4,000 steps. Help?!

[RobertoME · Accepted solution]

Hello @SunsetRunner welcome aboard to the Fitbit Community and welcome to your husband too.

I was reading your post and it seems you have noticed some inaccuracies with your Flex 2 at the moment to read your steps in comparison to your husband's count.

Note that some daily routines in your house might not have a constant pattern of motion to be translated as a regular walk, so in some scenarios a few steps might get skipped. Now if this is happening with a brisk walk and the steps seem to be below your count, then is safe to assume something odd is going on, So try a step test to measure the accuracy of your tracker:

1. Put your tracker and review what is your step count before to start.
2. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
3. Pause, then sync your tracker and check your step count again.

If is not correct and the issue persists, I would like to suggest to try a restart. For more details the following post might be of your help.

Just a side note, the last week was released a new version of the Fitbit app, so I just want to recommend to review if you are running this update: Android app version 2.65.1 is now available - 1/25

See you around and let me know if you still need more help.

[SunsetRunner]

Thank you for replying. I did the step test. My husband and I both reset our trackers, as neither passed the step test. I did a new test yesterday, and it seems to be tracking correctly.

Thank you,

Patricia Whited

[SunsetRunner]

UPDATE: It is now not tracking steps correctly again. It seems the reset fix was only temporary.

[RobertoME]

Hi there @SunsetRunner, my apologies for the late response. I saw in your post the issue came back, however it's been a while, so I'm wondering how it goes? Is the issue still persisting?

In either case I was able to reach out to our Support Team and they confirmed that someone will be getting in touch with you via email to the address in your Community profile within the next 24-48 hours to further assist you. Hoping to hear some good news from you soon!

Stick around for more help!

[SunsetRunner]

Yes, I am still having issues. I received an email from support stating they would be contacting me via email shortly. Thank you. I have updated everything I know to update and reset my fitbit. I did a test on steps, taking 250, it failed. I must force sync the app each time I open it or it will not update. It no longer tracks my exercise routines, period. Yet, yesterday it tracked all day without a glitch. I am wondering if this is a wifi issue or location issue. I was on my mobile network all day yesterday, as I was out of town. We gave high speed internet and it is very reliable, I have no issues with any other app.When I am at home, there are time where the app does not update for upwards of 6 hours. It does not track stair steps at all, not does it track steps in my house correctly. My husband's flex 2 has none of these issues. His tracks everything and instantly updates when the app is opened. I am really trying to figure this out but am very frustrated. I have had 4 hypo episodes this week alone because I cannot account for activity correctly. That was the reason I bought this tracker, to better track activity so I would not have these episodes as often. Thank you for keeping tabs on my posts and checking in. I appreciate your time and effort in helping me find a resolution to this issue.
Patricia Whited


Sent from my Verizon, Samsung Galaxy smartphone

[RobertoME]

Hi there @SunsetRunner, rest assure I was happy to help you, so don't mention it.

Thank you for keep me posted by the way, certainly this is not an expected behavior from your tracker. Nonetheless is great to know support already contacted you and from what I've heard, they've reached a resolution with you already. Can you please confirm this?

See you soon and stick around if you have other questions.

[SunsetRunner]

Yes sir. They contacted me and we determined by fitbit was not working properly. Since it is only 3 months old, they are sending me a replacement. Thank you for your help!
Patricia Whited


Sent from my Verizon, Samsung Galaxy smartphone

[qtguju817]

Hi Roberto,

i'm having this exact issue. Hubby will get thousands of more steps than I while on the same walk. My fitbit Flex 2 has failed the step test that you outlined multiple times. Please advise. 

[Marymonge]

Not reading steps accurately