Steps disappearing

[Gaelicark]

This morning I had over 8000 steps, then it reset to approximately 2000. After charging & using it, I just lost almost 2000 steps... why?

[Eblay7]

I have the charge 3 and have experienced the same exact thing.  Yesterday I had over 10,000 and then it showed 7,045.  This morning I had 3,585 and then it went down to 720.  I absolutely know this to be true as I am a stickler about keeping track of my steps.  So frustrating,

[Bronsonsnob]

Same! I went for a two mile walk yesterday. The walk shows up on my activity log as adding about 5k  steps to my day and yet I only had 2900 steps taken? That doesn't add up!

[Eblay7]

I chatted with Fitbit on line this morning and she tried to tell me that my Samsung Note phone is not supported by the Fitbit app.  Then another guy said that they just started receiving complaints about this very thing and will have to check it out. Annoying!!

[Gaelicark]

I have had the Note9 for the duration of my Versa & have had no problems up until now!

[Gaelicark]

Hello

I have been having the same issues with my Versa & Samsung Note9 since yesterday. I have lost thousands of steps... I followed your instructions to the letter and immediately lost steps. I have had NO issues with this phone & watch until now (this pairing is 13 months!). My daughter had this same Fitbit & her issues started after 13 months- I now have 2 other friends with the same Fitbit, having trouble after 13 months. How can this be resolved? I posted a question on this forum about lost steps & there are several others with this problem. One gentleman said support told him his phone doesn't support the app, but mine did for 13 months, why is there a problem NOW?

[CvdW]

Since yesterday my steps decrease or disappear when I sync my Versa 2. Today I was on 11 000 steps and after I synced on 8 000 steps! 

[RicardoFitbit]

Hello there! It's a pleasure for me to provide information related to this issue, a warm welcome to the Community Forums to you guys.

Thanks for letting us know about this specific issue and for all the details that were shared in your posts, I understand how frustrating this matter can be for each of you. Let me share that we’re aware of this situation and currently working to resolve it as soon as possible. Please be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution. We appreciate your patience and look forward to getting you back on track.

Don't hesitate to ask me any additional questions you may have, I'll be around.

[Eblay7]

It is not the phone!! This is bs because that is what Fitbit told me and is telling everyone when it is obviously an App issue!! I have had my Fitbit Charge 3 for 16 months and my phone for 3 yrs. I have never had a problem until a few days ago. I posted about this on my Facebook page and there are a lot of people having this same issue but never thought anything of it. Fitbit isn’t the only tracker out there so they either need to get it fixed or lose customers. I too have lost thousands of steps over the last few days.

Sent from my iPad

[Bearybrown]

I am using an iphone and I realised my steps kept decreasing every time I did a force sync. This is so annoying. I am counting on my steps for my weekly rewards issued by an insurance company, and this error is gonna cost me a lot... Pls look into it immediately!

[Zhenzi]

Hello there, these steps dissapearing when you sync is really frustrating. There are lots off Fitbit users that are complaining about this, but still the solution is not coming from Fitbit. Can you please come back with a positive answer to the issue. 

[DonnaD.]

I have an ionic fitbit and in the last few days my steps also disappear, its as if the fitbit keeps loosing steps. I have a Samsung s10. I have updated everything to no avail. Will this be fixed?

[Mattmandoo82]

Same issue here. Charge 3 user. Steps disappearing since Monday. Fitibit if you read these, why isn't this being addressed in a transparent way? There should be social media posts acknowledging the issue and updating your users with regular progress being made toward a fix. Keeping everyone in the dark and wondering if their issue with ever be resolved is poor customer service. It's back to my samsung watch if this isn't fixed by the weekend and I get all my steps back.

[Mystree911]

Funny.  Same thing they said about my Samsung S20 Ultra.  I smell a rat.

[Whitley824]

I have a Charge 3 and an older Charge 2.  My steps started disappearing with my Charge 3 which has always worked beautifully.  So, I tried restarting...re-syncing....turning it off, etc.  Still steps disappearing.  Then, yesterday, I decided to change back to my older Charge 2.  Again, its doing it with the Charge 2 as well.  I've deleted the app on my Samsung phone and reinstalled it.  Again, that did not help.  There is something very wrong here.

[Eblay7]

I did the same exact thing! Deleted the app, reinstalled and connected my old charge 2. Same problems. Glad it’s not just me.....thought I was losing it. Lol!

Sent from my iPad

[Frazier2012]

Have we found a solution to this problem i am in a challenge and this is day 5 of this issue.

[RicardoFitbit]

Hello again! It's a pleasure for me to continue providing assistance on this thread.

First, I'd like to appreciate your patience and understanding with this issue, the feedback that was shared here in the Community Forums is really helpful for us to evaluate our procedures. As previously mentioned, we are aware of this issue and working to resolve it as soon as possible. Please keep your Fitbit app updated because we will release an app update that will fix this concern.

I'll be around if you need anything else.

[SK05]

I don’t know if this is still happening to others, but it just happened to me today with my iPhone. I had 9,500ish steps and now I’m down at 7,000. I show a 57 minute walk with 0 steps making an impact on my day. Irritating!