Steps disappeared from account

[Sophie.greaves]

so today my Fitbit was showing 5000 steps and 20 active minutes on my tracker and in the app now all of a sudden it's showing 3000 steps and no active minutes both on my tracker and in the app when I've looked at yesterday's I had hit all of my targets however now it is showing less steps and less active minutes.

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @Sophie.greaves.

Thanks for bringing this up with all of those details. Let me help you figure out what is going on.

In this case I'd like to ask if the situation has continued to happen or it was only that once. If possible, could you share some screenshots of what you are seeing and how it changes? That would definitely help in letting us find the best way to move forward.

Look forward to your reply.

[Sophie.greaves]

Hi. Issue didn't happen yesterday all seemed to be correct. The screen shots I have attached are the one from wed where they disappeared of tracker and app. Then when I looked at day before they had gone down. I had screenshot it anyway as it was all green then the other shot is how it looked the day after .hope this makes sense. Ok screenshots won't attached do you have an email? Thanks 

[LanuzaFitbit]

Hello @Sophie.greaves.

Thanks for sharing those details. 

You should be able to post the pictures by clicking on the 'Photos' button on top of the text field when you are writing your reply. Check the picture below for reference.

Look forward to your reply.

[MsFitz123]

I am also having this issue...my fit bit said I had done 10000 steps so I did another 5000 before bed which took me to 89000 total but I have checked this morning and my totals have dropped into the 70000.  What's happening please?

[Sophie.greaves]

It gives me the option but is taking forever to upload the picture. 

[Sophie.greaves]

It's done it again my Fitbit is saying 5900 and so does the app. However my phone itself counts my steps and that is saying 6658. I haven't taken my Fitbit off and I don't think my phone can walk on its own

[LanuzaFitbit]

Hello @Sophie.greaves and @MsFitz123.

I apologize for the delay in my response. Thanks for sharing those details and posting those screenshots.

@Sophie.greaves In regards to your particular case, keep in mind that the algorithms used for tracking steps are different on the Fitbit and your phone. This would explain what is going on and the difference. You can read more about how activity is tracked by clicking here. Keeping that in mind we cannot vouch for the accuracy of the phone and thus it is possible that it is the phone that's inaccurate.

@MsFitz123 Has the situation continued or was it a one time thing? I'd like to keep an eye on this situation.

Let me know if you have any further questions.

[Sophie.greaves]

Thanks for your reply not really the responce I was expecting. However this wasn't the first time. I've now attached the photos from the previous week. So one is a screenshot of Instagram that I posted on the night of that day. The other one is what it now shows and this happened on the following day which I also lost steps on. Thanks 

[LanuzaFitbit]

Hello @Sophie.greaves.

Thanks for getting back to me and sharing those details!

Do you happen to know the totals for other days, what days those were and what the totals showing now are? Being able to see multiple instances of this happening could shed some light into what is going on.

Look forward to your reply.

[Sophie.greaves]

No I haven't sorry. Is the anything you can do about it?

[LanuzaFitbit]

Hello @Sophie.greaves.

I apologize for the delay in my response.

At this moment my suggestion would be to keep an eye on it and how it continues to behave. I'll be sure to bring this up to the rest of the team so that it can be looked into it.

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