Wrong step count in Fitbit app

[Xkhublax]

Starting a few weeks ago the step count started displaying consistently wrong in the app. It's displaying 55 thousand or 86 thousand steps while the charge 3 displays something more believable (like 10K). I've updated and re-installed the app to no avail. Sometimes if I force a re-sync it will briefly flash the "real" number but immediately flashes back with some random, ridiculous amount. The daily counts in history seem correct but I've lost any confidence in the number displayed by the app.

I have a Charge 3 with FitBit App 3.12.1 on a Galaxy 9 phone.

Moderator edit: Subject for clarity

[mintaka]

Have you checked the step count in your dashboard? Is it correct there?

In my case it was. The correct number was passed on by my device (inspire HR) to the dashboard on the www.

The app was the problem showing weirdly high numbers, apparently indeed due to the mobile track of the phone. These high numbers were in my case NOT passed on to the dashboard.

Maybe that's the same for you? 

[n0tob4g0tn]

Thanks for your suggestion.

For me, I haven't been using my device to track my steps (can't get my act together to keep my device charged).  I've been using just my mobile phone to track for the last few weeks.  For some weird reason, my steps from the current day would be astronomically high but once it rolls over to the new day, the steps now from "yesterday" would then drop to a reasonably accurate number.  So mobile tracking must be tracking my steps accurately, just that I won't see this "accurate" step count until the next day.  Seems like an app problem. 🤷‍:female_sign:

Also, per the request of fitbit support over the phone - I've uninstalled and reinstalled the app.  I've turned on and off mobile tracking and restarted my phone. My phone is an Android Pixel 2 and it has the latest software update. Those basic things that I'm sure everyone here already tried, did not fix the problem. 

[SilviaFitbit]

@n0tob4g0tn Thank you for getting back. I appreciate the troubleshooting performed in an effort to fix this. 

It's odd what you're experiencing. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Have a good week. 

[Kara222]

Is there a fix for this issue? I'm experiencing the same thing.

[TAGVoar]

The only fix I have found, and seems to be working is only sync it in the
morning and only once. What I do is, take off the device, open my app, wait
till the 500,000 steps displays or whatever insane number it is, then I
pull down on the screen and then don't touch anything. So far all of last
month and this month, I've been getting resonable numbers. But I try to
sync it again before 24 hours, or while I'm wearing it doing things, I jump
back into lala land with the numbers. Annoying but at least it works kind
of.

[SilviaFitbit]

@Kara222 Welcome to the Fitbit Community. 

@TAGVoar Hi there. 

Thank you for the details mentioned. I see where you're coming from. 

May I know if you have MobileTrack added to your account? MobileTrack is a feature that records basic stats such as steps using your phone's sensors if you don't have a Fitbit device available. If there was a fan or anything buzzing nearby, or if your phone was vibrating, that might have caused you to get incorrect steps during that time.

If this is the case, let's try the following: 

1. Open the Fitbit app and tap your profile picture.
2. Tap MobileTrack:
   For iOS devices, scroll down and tap the option to remove the device.
   For Android devices, tap the trash icon at the upper right corner.
3. Follow the on-screen instructions to remove it from your account.
4. Once that is done, you can continue syncing your Fitbit and monitor its behavior in the next days.

Hope this helps. 

[Kara222]

Thank you this makes sense. I sleep with my fan beside my phone. It
vibrates the table. I turned the mobile track off. That should work. That
makes so much sense!! Thank you!!

[SilviaFitbit]

@Kara222 Glad to be of help. 

I'd like to invite you to visit our Health & Wellness boards, you'll find tips about Get Moving, Healthy Eating and more. 

Have a good weekend. 

[gavinswilson]

still waiting for my fitbit device it's in some kind of limbo that nobody can explain....

using the mobile track..... my phone fitbit app reports 55k steps right now, the daily count shows about 1000, my dashboard on my PC shows 1000, looks like the PC and actual counts are correct but the dashboard display on the phone display is the crazy one showing incorrect numbers.

of course the mobile track sucks at counting, but thats a different issue.

[MiekevSon]

This did not work. My fitbit luxe is higher steps than my app. I followed all instructions. No fix.   Both move up but there is a 1000 step difference. 

[Patsue53]

Same with.my charge 5