Pixel watch not syncing with Fitbit app - inaccurate step count and not sleep data

[Cstein0884]

Took a 6 mile walk this morning. Google Pixel watch is tracking 13,000+ steps but Fitbit app only shows 6,000. Syncing doesn't update anything. Restarting phone doesn't update anything. Every trick and rip offered online (including clearing cache on Fitbit app) not working.

Im frustrated because my Fitbit app is linked to other fitness challenge apps and I'm not able to accurately track my progress. Incredibly frustrated with this app over the past year. Sleep not recording, steps inaccurate, exercises not registering. I have always loved Fitbit services and this feels like a bad breakup. 

When will app be updated (again) to fix these issues? 

[RiekoC]

Hello @Cstein0884 

Sorry to see that you're having multiple issues with the Fitbit app and your Pixel Watch. Which Pixel Watch are you using?

Have you installed all the Fitbit app updates. I know there's currently a Fitbit app rolling out for mobile devices to version 4.49. I've gotten 2 updates for the Fitbit app on my Pixel Watch in the past couple of weeks. 

Have you submitted these issues using the Feedback option in the Pixel Watch and Fitbit apps? The Feedback option is under Tips & support in the Pixel Watch app. For Fitbit:

• Tap your picture in the upper right of the Today page in the Fitbit app
• Tap Feedback in the menu that opens
• Complete the prompts and submit

The feedback reports are received by the team for review. 

[Cstein0884]

Hi RiekoC!

Thank you for your response and insight.

I have tried everything I can think of on my end: restarting both my phone and my Pixel Watch (I have a brand new but original version - so not a 2 or 3, just "Pixel Watch"), checking for updates, uninstalling and reinstalling the Fitbit app, checking my Bluetooth connections, and reaching out to both Google and Fitbit on both Feedback links to report issues. Still no better today, unfortunately. 

My watch is only 3 weeks old, too. Brand new, out of the box and it was great! 7 days in and it stopped tracking sleep thru Fitbit app. Last week it stopped recognizing activity (I have to manually log any walks). Yesterday, I lost step count updates via Fitbit. Tracking steps correctly on the watch, but the data never makes it to the app. So disappointing 😞 

[Maineiac]

Having similar problem with Pixel Watch 2.  Wondering: When you did the job was the device on your wrist? The reason I is I work in a warehouse, and push a cart around. I get many steps, but if my watch is on my wrist it doesn't count the steps (because my arms aren't moving). To get around this I put the wach in a wireless headphone holder clipped to my belt loop, and this measures my steps. I found this week (maybe after an update?) that steps that occur when I am not wearing my watch don't show up in the app. I have 22K steps showing on my watch but only 9k on the app. Prior to the past week or so the steps did show up in the app. 

[RiekoC]

Hello @Cstein0884 , @Maineiac 

Another Fitbit PE and I are trying to escalate the lost steps in the app issue to the team. We're seeing reports of step count loss in the app across multiple Fitbit devices. 

Every now & then, I've seen step count discrepancy between my Pixel Watch 2 & 3 and the Fitbit app. However, the discrepancy I saw was usually within 100 steps or so. Not the thousands of steps that are currently being reported. 

As soon as I have an update on this issue, I'll report back. 

[lemayp]

I am having the same issue since the start of the month. In my case, I use a standing desk and a walking pad and so I put my Pixel watch 2 in my pocket to track my steps since my arm is not moving much because I work at the computer while walking slowly.

So the watch will show 6000 steps during a session and after a sync with the phone, those steps are missing.

Further more, i know the steps have synched because the Google Fit service is synching data from the pixel service and the steps are appearing in Google Fit.

I have just contacted Fitbit/Google support and I have a case open.  I am waiting for some feedback, but during the investigation done on the phone the person confirmed he was about to see all my steps (about 8,000 so far) while the Fitbit app was only showing 2,000 steps. 

Fingers crossed.

[Cstein0884]

Thanks for your comment, Maineiac. Yes, when I took my 6 mile walk, my watch was on my wrist. The problem isn't the watch tracking my steps (that has been working fine). The problem I'm having is with the watch step count syncing with the Fitbit app and updating correctly. My watch gave me credit for all 13,000 steps, but the app only showed 6,000 for that walk.

---

I appreciate your continued help! I was cautious optimistic over the weekend when I saw fewer drastic discrepancies and syncing issues with step count (still no sleep logs or activity registering), but as of a few moments ago, I'm back to having trouble. My watch currently shows 9,000 steps but the app shows 7,000 steps (and falling each time I try to sync again). 

[lemayp]

The problem observed since the start of the month just got resolved for me. Could be related to the support ticket opened yesterday,  or could be something resolving everyone's situation.  Just returning to the fitbit app (even from a device that doesn't sync my watch) and I was able to see all the missing steps.

[Cstein0884]

You're right! I just went back to past days and all my missing steps are back! Hopefully that means the most recent fix is working for at least the step count, which is great. Now if we can just get them to fix the sleep and activity tracking, too, I'll be a happy camper.

Thank you for flagging this fix! I appreciate you.

[Cstein0884]

Update: my missing activity in the fitbit app has updated too

[Maineiac]

Yes! My steps from last week have appeared as well!  Must have been a glitch they fixed? Hope it syncs regularly now, rather than looking back to the previous week.   Hope it is all set. Thanks for reaching out to FItbit!

[RiekoC]

Hello @Cstein0884 , @Maineiac , @lemayp 

Thanks for letting us know that the issue you were seeing has been resolved.

We had gotten a message from a team member that the problem had been fixed. It's a relief to see that they were able to resolve the problem and you all confirmed it.