No steps in Dashboard

[TreyG]

My steps have disappeared from my dash. How can I get them back? It's been 3 days

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @TreyG thanks for bringing this to my attention, it's a pleasure for me to give you a hand with your concern and to give you a warm welcome to the Community Forums.

Seems odd that the steps are not being shown on your dashboard, this is certainly not a common situation To better assist you, can you please let me know which Android mobile device you're currently using? When was the first time you experienced this and how many times since then? You're able to complete the syncing process with your Fitbit but the information isn't shown in your dashboard? In the meantime I receive your answers, please follow the next steps:

1. Force quit the Fitbit app
2. Uninstall the app
3. Reboot your mobile device
4. Make sure that the Android version is up to date
5. Reinstall the Fitbit app
6. Sync your device

Let me know how it goes, I'll be looking to your reply.

[TreyG]

Hi - it started last week Wednesday. It has not come back onto dash. Yes, I can read steps on watch but not phone. I have a galaxy note 8 (verizon). It has been perfect until last week.

I will follow the instructions you gave me & get back to you with the results.

Thank you

[TreyG]

Hello - I followed step by step as you directed & nothing has changed. Still no steps😡🤬. I'm use to seeing my steps & how many minutes I've been active during & per day. 

Weird how they just disappeared. But, I really need the info back

[Efharisto]

I have no steps or minutes either, only calories?

[DebKay24]

I am having exactly the same problem. My app never shows steps or how many times a day I complete my 250 an hour

[RicardoFitbit]

Hello guys! It's a pleasure to continue providing assistance with this situation, my apologies for the delay in responding. Welcome to the Community Forums @Efharisto and @DebKay24, and thanks for your reply @TreyG.

@TreyG Thank you for taking in consideration the troubleshooting steps that were shared in my previous post. Let me share with you that the Samsung Galaxy note 8 is not compatible with our products and services as stated on: Which phones and tablets can I use with my Fitbit watch or tracker?. I'm aware that some users were able to use non-compatible devices in past with no problem, however, due to Fitbit app and Android updates, this compatibility situation can affect your Fitbit app and device performance. Please try with a compatible device and let me know if the issue persist.   

@Efharisto @DebKay24 Thanks for bringing this to my attention guys, your patience is appreciated. Can both of you let me know if the steps that were shared in my previous post were already tried? Also, please give me more information and details about the mobile devices that are being used to sync your Fitbit devices. I'll be looking forward to your replies.

See you around. .

[Prasu]

Hi Ricardo,

I am facing similar problem where my Alta HR as well as app shows only calories for Today and 0 distance, steps, active time. Earlier in the day,while I was doing walk, I did get 10k steps milestone completion notification on the band but now when I synced, band as well as app shows only calories.

My phone is one plus 6. I also tried the steps you mentioned above but no luck.

[RicardoFitbit]

Hi @Prasu thanks for bringing this to me, I'd like to give you a warm welcome to the Community Forums and a hand with this situation.

I appreciate your effort and patience troubleshooting this situation with the information that was previously posted, seems odd that you're experiencing this situation and even more when the OnePlus 6 is a compatible mobile device with our products and services. So we can determine if this is occurring only with the Fitbit app and not your account, please go to Fitbit.com dashboard and let me know if this situation persist. This way, I'll be able to see if there's an inconvenience with your account or the root cause is in the Fitbit app. Also, please logout and login from your account.

Looking forward to your reply. Let me know if you have any additional questions.

[Prasu]

Hi Ricardo,

The dashboard shows the same issue. It is for Tuesday 23 July. 

Moderator edit: Removed personal information 

[RicardoFitbit]

Hello @Prasu thanks for your reply and update, my apologies for the delay in responding your post.

I appreciate the update that was provided. Let me share with you that I've contacted our Customer Support team on your behalf to receive further assistance with the inconvenience you're currently experiencing with your Fitbit account. That said, please keep an eye to your email inbox, they'll be in touch with you soon.

In the meantime, let me know if you have any additional questions. 

[alandennis]

HI Ricardo,

I have a similar problem.  No steps on either android app or FB dashboard.  I have a Charge 3.  It stopped syncing on Oct 17th.  It will not sync.  I have unistalled and reinstalled the FB app on Android.  Also turned off bluetooth, and delete cash.  The Charge 3 has been disconnected, app will not reconnect it.  I get to the point where it asks for the Pairing number, I put in the number, and it then times out.

On FB Dashboard, there are no tiles for steps.  Dashboard says there are no tiles to add.  It also says there is no paired device.

Thanks,

Alan