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Steps recorded were not synced

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‎10-13-2019 02:32 - last edited on ‎10-14-2019 15:09 by Fitbit Moderator

‎10-13-2019 02:32 - last edited on ‎10-14-2019 15:09 by Fitbit Moderator

I clocked up 24000 steps on friday and after syncing at midnight i had a week total of 105000 steps. 

So after a couple of minutes i went back in and checked and my 24000 steps were gone and it has logged 9248 steps. 

I am so very upset as on my watch it clearly states my friday was 24000 but on the app only 9248.

How do i fix this?

 

Moderator edit: Subject for clarity 

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3 REPLIES 3

‎10-14-2019 15:09

‎10-14-2019 15:09

Hello @Kelpaige, welcome to the Community Forums!

 

I appreciate the information and details that were shared in your post, seems odd that your steps were not fully synchronized with your account. To better assist you with this, can you please let me know if you experienced this situation in the past? If so, when was the first time you experienced this and how many times since then? Which Android mobile device are you using to sync your Fitbit and which Fitbit too? In the meantime I receive your answers, I recommend you to verify if the Fitbit app and the Android version of your mobile device are up to date.

 

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

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‎10-14-2019 15:45

In response to RicardoFitbit

‎10-14-2019 15:45

Hi.My fitbit is a fitbit versa watch and yes my app is up to date and my watch had a firmware update last week also.It has never happened before..i sync my watch a few times a day and i have had a few different fitbits over the last 4 years.My phone is a samsung android a70.Previously i had a samsung s8 and have never had any problems. My watch states friday was my highest step day but it has gone from the app.ThanksSent on the go with Vodafone
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‎10-15-2019 19:43

In response to Kelpaige

‎10-15-2019 19:43

Thanks for your reply @Kelpaige.

 

The details that were shared in your post are appreciated. Please keep in mind that the Samsung Galaxy A70 is not a compatible device with our products and services, different than the Samsung Galaxy S8. That said, this compatibility concern can affect the connectivity of your Fitbit and the mobile device. I recommend you to check our help article: How do I add, edit, or delete Fitbit data and activities? to add the information that was unfortunately not synced with your account and let me know if this issue occurs again.

 

I'll be around.

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