Need option to add floors not counted

[Elliekennard]

My Charge 2 counts floors but not always. Even for the same set of stairs, sometimes/usually the floors are counted, sometimes not. I just went up and down my stairs twice and it shows 0 floors  I need the option to add floors that were not counted. Can this be considered?

Cheers

[RobertoME]

Hello @Elliekennard, good to see you again in the Fitbit Community. To give you a straight answer there is no option to manually add floors individually in to your Fitbit Dashboard.

If your tracker is occasionally missing floors, note your tracker registers a floor when it detects continuous motion combined with an elevation gain of about 10 feet. Because the tracker looks for continuous motion, pausing too long when going up a flight of stairs can cause the tracker to not count the floor.

Another cause of inaccurate floors is moisture. For example, the pathway to the altimeter on the back of your tracker can become clogged temporarily with sweat. We recommend that your tracker be worn loosely during exercise. For more tips please take a look at our page: Wear & Care.

If the issue continues, try to perform a restart on your tracker. For more help the following post will guide you through: How to restart your Charge 2?. 

Hope this helps and don't forget to let me know how it goes.

[Elliekennard]

Thanks for the reply, Roberto.

I understand what you are saying, but even taking those situations into account the tracker seems to fail basic tracking at times and even at times cannot be found for the syncing in the app. I have restarted it using the recommended procedure and it helped briefly, but intermittently I still have the failure to be found by the device. I will keep an eye on it as it is only a few weeks old. I have tested the floor level track going up the same flight of stairs quickly, no pausing (no sweat either) and moving my arm as I go and maybe 25% of the time it fails to record the ascent. 

Thanks again

Ellie

[RobertoME]

Hi there @Elliekennard, thank you for keep me posted. I'm wondering how many floors you are going up in comparison to what your tracker is recording?

In order to test the accuracy of your tracker try going up a flight of floors counting each floor as you going up maintaining an average pace with no pauses and once you have finished, review your tracker's count to see if is recording each floor.

Keep me posted about the result. See you until the next one.

[Elliekennard]

Thanks again @RobertoME

I am generally going up one floor in my own home, cannot keep going up as there is only one floor, so it will involve going up then going down and up again. I will, however, try to check it this way when I find a building with several floors. At the moment I am finding that in spite of walking steadily (not pausing) up a flight of stairs, about every 2nd or 3rd time is counted. If I have something in each hand (a cup, for example) then the floor does not count at all. But that's not the only time.

I'll keep you posted. Thanks again.

[DebbieTh]

I have this issue with it also.  I have learned that if I begin the ascent with my tracker arm down, then raise it over my head at the top of the stairs, it records.  If carrying something in that arm, it rarely records, just as it will rarely record steps if holding on to the shopping cart with that hand.

[RobertoME]

Hi there @Elliekennard and @DebbieTh good to see you again!

Indeed, if your tracker is not able to sense a full natural motion of your arm, probably it will miss some floors or steps. Is like you mentioned @DebbieTh, when you are holding on to the shopping cart since is same principle, due to the limitation of the motion pattern you realized with your arm.

@Elliekennard keep me updated if you are able to test the accuracy of your tracker. Rest assure I'll be around.

@DebbieTh I recommend you to try the steps I mentioned before on this thread, for more help.

See you until the next one!