My App/Dash doesn't sync my watch information

[TaraLee4]

So, after a less than stellar chat session with tech support, I was given a link to post on one of these forums. 

I purchased my Ionic in February after my Blaze up and shut itself off permanently. I immediately picked up where I left off after the watch finished its setup.

In the last 6 weeks I've noticed when my watch is in my pocket at work (I can't wear it at work) my WATCH will say I've completed things (Steps, reminders to move) and then that information will NOT sync to my app. 

I have days where my reminders to move on my watch say I've completed 11/11 hours - but my app says 4/11. 2 of my weekly step challenges (in the same time zone) have a wildly different step total, sometimes it takes the steps, sometimes it doesn't. My step total always goes from my watch to my app/dashboard - even when my dashboard says I didn't take any steps at all from 10 - 4

My phone and watch are updated fully. I've turned them both on and off multiple times. I've manually done my sync and let it auto sync. 

I'm kind of over it because I'm about to lose a workweek challenge because my steps weren't added to the challenge - and if they were, I'd be in first place. 

Chat tech support was polite, but less than helpful. "A file was created" "check the forums for updates" 
"here's a link, try posting on the forum" - basically, that yeah somethings wrong but there's nothing that can be done. Why would I continue to purchase new watches when they don't work in the most BASIC way, and I get absolutely no help from tech support?

I love my watch. I just want it to work.

[RobertoME]

Hi there @TaraLee4, welcome aboard to the Fitbit Community. I'm sorry for the late response to you concerns that your challenges and the hourly goal steps do not match with your Ionic numbers.

I was reading you were already assisted by our customer support team and you were informed these are issues under investigation.

In the meantime I would like to suggest some steps for the challenges issues:

1. Your steps have fully synced to our database but you're not viewing the mobile app dashboard in Live Data Mode. (Live data mode would show the word "connected" under your tracker tile). 
2. You manually logged an activity. Steps from manually logged activities do not count toward challenges; only steps recorded by your tracker or MobileTrack are counted toward challenges. 
3. You used MobileRun to track GPS data with your app. Only steps recorded by a tracker or MobileTrack are counted toward challenges. 
4. All challenge participants are not in the same time zone.

Now for your hourly activity goal, make sure your app is under the most recent version of the Fitbti app. If the issue continue, try to reset the app:

Log out from your Fitbit app and go to your phone settings. Access to the App manager option and look for the Fitbit app in your apps list. Once you are there, clear the app cache and data and proceed to "Force Stop" the app. Finish the workaround by restarting your phone. When your phone has initialized, go back to your app and try again.

See you around and If I got more updates, I will keep you posted.