Charge 5 Exercise Auto Tracking Not working and App Calories not working

[brownawella]

As of last the week the App no longer will add food calories correctly.

In addition, auto tracking for excercise no longer works.  I have been a loyal Fitbit customer for many years but the problems recently are beginning to make me think a different type of device may be better.

There is already another thread on the food tracking issue and Fitbit just doesn't seem to care.

[DavideFitbit]

Hi, thank you for sharing that you've been experiencing this inconvenience with your calorie information and with your Charge 5, @brownawella. 

I understand how frustrating this can be and please know that all your comments are greatly appreciated. I was able to confirm that other users are having trouble with their food logs and the information about calories not updating or syncing; this has been escalated to our team so they can look into it. The next Fitbit app version will bring a fix for this issue, so please wait until an update is available for your Fitbit app.

Regarding the problem you mentioned with auto tracking activities, could you please provide a few more details? Let me know if you're having this problem only with a specific activity. Keep in mind that most Fitbit devices automatically recognize and record high-movement activities at least 15 minutes long. In the meantime, please make sure to try restarting your device following these steps, as this has been useful for other users experiencing similar problems. 

Thanks again for all your comments about feedback provided about this. 

I'll be around. 

[brownawella]

Thus far I am mainly talking about walks that are the same length that used to be auto recognized.  And I already tried restarting the device.

[DavideFitbit]

@brownawella Thank you for sharing this update and for confirming that you already tried the restart. 

In addition to the steps mentioned earlier, I would also recommend that you try removing the device from your account and then set it up again as a new device, then check if you continue to experience the same problem. 

However, if you continue to experience the same problem, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected. 

[brownawella]

Yeah and risk losing all my data....No thank you maybe they could actually get the update out and working since those who have gotten say it still doesn't work.  

[DaMollyG]

My Charge 5 is brand new - 2 weeks approx - and it is not auto tracking elliptical - just walked 45 mins at a 3.2 - 3.5 speed and it did not capture any activity during that time. Miles significantly lower vs elliptical. I did not pay attention to steps or heart rate changes. I noticed this the past week when diving into metrics on app 

[DavideFitbit]

Welcome to the Fitbit Community, @DaMollyG. 

Thank you for confirming that you've been having a similar problem with your Charge 5. 

Before considering other options, could you please confirm if you already tried the restart procedure using the charging cable? In addition, please make sure the exercise you mentioned is a high-movement activity and at least 15 minutes long. Keep me posted. 

@brownawella Thank you for sharing your feedback about this. Setting up the device as a new device should not delete any of your data, since it's all stored in your account and not on the device itself. However, if you already tried all the steps suggested, please make sure to get in touch with the Customer Support team so they can provide you with the next steps.