Lost steps when syncing multiple trackers

[iamstacyg]

I know you said the last update fixed this... but not for me... my alta and flex 2 are still canceling each other out. 

I have unpaired and repaired both Trackers. I have the update installed on Android. 

Can you please let me know when this is actually fixed??? 

I can't reply to my other thread....

Also. It no longer seems to keep the data in the app like before... now it just erases everything from the previous tracker and overwrites it on the one I use in the 2nd part of the day.

Please bring back the old app that worked??? 

[LanuzaFitbit]

Hello @iamstacyg!

Thanks for bringing this to our attention. Our team is aware of the situation and the time we do not have any news on a permanent solution for this situation. In the meantime, we'd recommend that you remove all of the trackers from your account but one. That way there will be no overwriting of steps.

We appreciate all feedback regarding the app and how we could improve it. We're looking for ways to offer the best possible experience.

Let me know if you have any further questions! 

[iamstacyg]

When will this be fixed? You closed the other thread where you mentioned it was corrected... 

[LanuzaFitbit]

Hello @iamstacyg.

After looking around, the issue should not be happening again. Having said that, any activity or information lost in the past is not recoverable. 

Let me know if you have nay further questions! 

[iamstacyg]

Still losing steps. Have resynced both fitsbits and have reset them both. 

Still lose steps when I change from 1 to the other....

[lisag0209]

I stopped trying.  It is only my Flex2 that does it.   I have 3 (One, Alta & Flex2).  The other 2 always override my progress.  I just take my Flex2 and put it in those key pockets or the pocket in a bra that has pads 🙂  when I need it off my wrist.   I would love to wear my Alta because of all the cool bands I have.  

[LanuzaFitbit]

Hey @lisag0209 and @iamstacyg!

Thanks for letting me know that it is still happening. I will try to get more details, in the meantime I'd recommend that you try to only use one tracker to avoid any loss of information. If I do find any news, I'll let you know.

Please reach out if you have any questions.

[lisag0209]

Thanks but that really isn't a solution when I spent money on 3 for a reason.  But that is what I have been doing - and that is what I said in my message.

[LanuzaFitbit]

Hey @lisag0209.

I absolutely understand that you want to use the three trackers you own. Please keep in mind that this is only a temporary workaround. 

Thanks for your understanding. Let me know if you have any further questions.

[iamstacyg · Accepted solution]

Mine now appear to be working.

I unpaired all my trackers from my app.

Reset them all using the reset buttons on the charging devices. 

Added them both back to my account. 

I used 2 devices the other day and it seemed to work.... but the total steps on the 1st device weren't enough to make a dent, so I can confirm on Thursday when an easier compare can be performed. 

[LanuzaFitbit]

Thanks for the update @iamstacyg!

We'll be happy to hear your updates on the matter, thanks for letting us know exactly what process you followed was. If it does help you, I'll be sure to spread it around.

Look forward to your update.

[iamstacyg]

Thursday update: both trackers have synced fine now. Please use the steps above. Wore my Alta during the day and my flex 2 at night and total step count on the app is correct for the day... no more lost steps.

[LanuzaFitbit]

Thanks @iamstacyg! That sounds fantastic.

Let's try to keep a close on the trackers just in case. I do not expect it to happen again, but it's always good to be vigilant.

Have you tried visiting our Discussion boards? Perhaps you could find some topics you're interested in. There are a lot of threads by all sorts of users from the Forums.

Hope to see you around! 

[PrayWorkMove]

Same here Lisa, I bought 3 (One, Alta, Charge 2) for a reason and I have gotten the run around for a good year about the devices syncing. They overwrite and don't sync with the same amount and the steps get lost all the time. Just happened to me again. For a long time I didn't add the Alta to my account and that seemed to help with the syncing, added it back this morning and it lost over 1K steps. Less issues when it was just the two devices. Fitbit Community-when is the fix coming? I can't imagine you will continue with this bug, it will curtail people from buying more than one device and will impact your sales.

[lisag0209]

Yea I wear my Flex2 mostly right now because it is waterproof and I swim.  But would sure like to wear my Alta now and then because I have some nice after market bands that are more lovely lol.   I love my One for treadmill.  See, there is a purpose for each!  Owell. I so badly want to try what the other lady did with removing all from account and then adding each back in...but my guess is that won't help with 3.  Maybe I will try it on a "lazy" day.

[LanuzaFitbit]

Hey @lisag0209 and @PrayWorkMove!

As I mentioned, this situation seems to have been resolved at the moment. Have you two experienced the overwriting in the previous week? If so, I'd recommend that you do try to remove the trackers and then add them to your account once again.

Let me know if you have any questions.

[blk6]

Not resolved for me.  I have watched my steps go down several times now.  

Both trackers (Charge 2 and Alta) have been removed from my account and set up again. 

edited...

I need to watch more.  It's possible the steps aren't being lost.  The total definitely goes lower, just not sure it's permanent. Seems to be some jumping around.

[LanuzaFitbit]

Thanks for stepping into the Forums @blk6! 

I'd say that you keep a close eye on the total steps. If you do notice any steps definitely missing at the end of the day, I'd recommend that you try to only use one of the trackers and remove the other from your account for some time. 

Feel free to let me know if you have any further questions.

[Ingrid_I]

I just had this problem tonight for the first time.  There was a 200 step difference between my one (it refused to sync and I had walked 200 more steps since the last sync) and I transitioned to my charge HR.  I was at 10,600+ steps, figured it would hit 10,800 as soon as I synced but no, it dropped my count down by over 300 steps.  I am not happy about that at all since I'm in a stepbet contest and on the last freaking week.  Won't be happy if I lose because of the constant errors my fitbit is having.  

I'm having lots of trouble syncing my One and an HR.  It can take an hour of aggravation to get them to sync.  stop and restart bluetooth.  reboot the phone.  hit sync over and over and over again.  curse.  Repeat.

[lisag0209]

It all seems so random.  Yesterday I wore my Flex2 for 2000 steps, then my alta for another 2000, then Flex2 back again - each time I wrote down the number of steps I had and made sure it did a sync before I started wearing the next/other.  I did not lose any steps that time.

Today I just did 5000 on my Flex2.  I plan to wear the Alta today for the first time in a long time and hope I don't lose my 5000 steps!  I just sync'd and can see my 5042 on my Alta...fingers crossed.

I have a One also but not bringing that back into the mix yet - it is still on my account and when it just sits all day, which has been since I got my Flex2, it actually has the correct # of steps on it from my Flex2, but my gut feeling says that If I alternated and wore it half the day it would erase my Flex2.

So frustrating to lose steps.  Fitbit has def made me keep moving over the last few years because of the challenges and rankings - I hate being at the bottom of my friend list lol