What happened to my step counts?

[gormless]

The fitbit app has decided to keep overwriting the counts from my tracker with a much lower number than what I actually did. Sync my two devices and they both have good step counts (say 12,000), but the app dashboard says 3000. History has ALSO been lost, such that there's basically 20 to 50% of my actual step count showing. For example, yesterday was over 24,000 steps (yay me!) and Fitbit says 4859. 

Interestingly, I installed the iOS version of the app and it's apparently behaving the same way. Feels like you've got a bug on your servers and perhaps not on the app.

[gormless]

For the record, I reinstalled the app on my Android phone, no change.

It's a brand new Pixel 9 Pro. Current step count 4399. The app says 2546. Refresh (pull down) and it bumps back up, but not all of the way. Close the phone and reopen, and now it says 2659. Sync and again back up to 4265. Close and unlock, back do to 2659. This is utterly unusable.

Is nobody else seeing this?

[RiekoC · Accepted solution]

Hello @gormless 

I'm not sure this is the issue impacting your step counts, but it very could be.

I looked at the Fitbit Status Dashboard website and saw that there was an issue with the Web API starting around the beginning of September. This impacts data syncing and is apparently the reason why users are having problems with seeing their exercise data in the Fitbit app. The current status is still showing the Web API issue as of today, 06 Sep 2024. So, they must still be working on fixing the problem.

Please be patient. I'll keep checking the status daily. Hopefully, it won't be too much longer before it's fixed and our data properly syncs between our devices & the app again.

[gormless]

Thanks, RiekoC - that explains the weird behavior and helps me to stop trying to find out what I did.

I'll stand by for the fix.

[Carolynspringfi]

Are you able to get a fix. Mines been acting up real bad 👎

[RiekoC]

Hello @Carolynspringfi 

I haven't seen any reports that a fix has rolled out yet or that users are no longer seeing the problem.