Charge 3 step count keeps going down

[Roxane71]

My Fitbit charge 3 step count keeps changing, the amount of steps showing is different each time but also less than previous sync??

Moderator edit: updated subject for clarity

[MarreFitbit]

Hey there @Roxane71, thanks for stopping by! Hmmm... this is very weird my friend. By any chance, are you manually logging activities sometimes? Typically, your data will be recalculated if you manually log an activity as the manually logged activity takes precedence over the steps you tracked while wearing your tracker at that point in time. For example, if I am wearing my tracker and walking and I reach 10,000 steps, then I go to the computer and manually log an activity that starts and ends at that point in time for say 1 hour, Fitbit will calculate how many steps you took and it may bring my step count to something below 10,000 steps. To clarify, activities should only be manually logged when you forget to wear your Fitbit.

I'd also recommend doing the following:

• Make sure that your Fitbit app is up-to-date
• Log out from Fitbit app
• Force quit the app
• Restart your tracker 
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit app

Give this a go and let me know the outcome! 

[rem810926]

I had this problem when I set mine up but then deleted my flex 2 and synced again and it works fine.

[MarreFitbit]

Hey there @rem810926, thanks for jumping in here!  Also, thanks for letting us know what has worked for you. 

So while there's no benefit to wearing multiple devices at the same time, we wanted to make sure that if a customer forgot to take a device off before putting on another we could still present the most accurate information possible on the dashboard. We do that by running algorithms that reconcile the overlapping data according to certain criteria. For example if one of your devices has GPS data and the other one does not, we'll choose the GPS data when calculating your total distance since GPS is a better indicator of distance than step-counting alone. All Fitbit trackers are highly accurate when worn correctly, so prioritizing the data of one device over another is usually arbitrary. For that reason we're unable to answer more specific questions about how overlapping data is reconciled. For best results and the most accurate dashboard, switch your devices and remember to sync each one before removing it. If you haven’t already done so, please review our article at https://help.fitbit.com/articles/en_US/Help_article/1715 to learn about getting the most from your multiple device account. 

Lastly, if you're a person who enjoys comparing the data from two or more different devices, we recommend creating a unique account for each device. Fitbit accounts are always free and you'll be able to compare dashboards. Visit our help site at https://help.fitbit.com/ for a host of accuracy articles (one per product) that address subtle differences in trackers and what you can do to ensure accuracy. 

Let me know if you have any questions! 

[Deedennard]

My steps went from 10655 to 4862 after I synced. How do I get my steps back?