Charge 5 not recording steps properly

[Nlem15]

My charge 5 is not recording my steps properly.

For example, yesterday before I left my house at 10.30 am I was just over 3k steps. I then spent 3 hours shopping in town, got home, and just over 4k. I was walking around constantly for 3 hours, but somehow only did 1k steps? And as I was shopping, I the notification saying I was short the 250 steps for the hour. Not only was that wrong, it then recorded that I had failed the hour. Today I know my steps are short again. It's really irritating me, and considering how much the fitbit cost, one of its main features should definitely be working properly.

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Nlem15.

Thanks for the details shared in your post. I understand how you are feeling about this situation. I recommend doing the following:

1. Confirm if you have another Fitbit device paired to your Fitbit account and remove it if you're not using it: How do I remove a Fitbit device from my account?

2. Confirm that your Fitbit app is updated to the latest version: How do I update the Fitbit app?

3. Restart your device: How do I restart my Fitbit device?

4. Check our tips in What can I do if my step count seems inaccurate?

Hope this helps. 

[GaryMooney]

If you're grocery shopping while pushing a shopping cart, steps will not be recorded, because you're not swinging your arms.

[LiliyaFitbit]

It’s good to see you in the community, @GaryMooney.

I appreciate your participation in the Forums and sharing your input. Thank you for your time and efforts to help other users.  

Keep on visiting the forums!

[Nlem15]

If that's the case then it'll be a real problem for me, as I have a 5 month old in a pram.

[GaryMooney]

Yes, this limitation is mentioned somewhere in Fitbit's documentation.

Regards, Gary.

Moderator edit: personal info removed

[LiliyaFitbit]

It's good to see you around, @Nlem15 and @GaryMooney.

I understand your concerns and would like to advise that if you're doing something like pushing a stroller or shopping cart, your wrist-based device will count your steps but the total may be slightly lower than usual. For more information, see How accurate are Fitbit devices?

Hope this helps. 

[FindingRaime]

No it does not help. I have had mine three months THREE. And it has had nothing but problems I wanted a refund so I could upgrade to a better one. They denied me and told me since it was purchased from Amazon basically **ahem** me. My ionic was defective so I sent that in. Bought this one as a replacement figured I would use it as a back up but then it was defective not charging, not syncing, and now the steps I am not only extremely DISAPPOINTED I AM NOW GOING TO BUY AN APPLE WATCH. This is horrible to treat loyal customers this way but that’s how every business treats its consumers. I am quite tech savvy and trouble shooting every way I could still the problems remain. I am fact make sure I did all of this before I even reached out to Fitbit but after three months of the same consistent problem I had no choice for it to fall on deaf ears and no one to care obviously it doesn’t matter one way or another to you you got your money and you’re working with Amazon but not backing up your devices just because a consumer buys from a different retailer . I also noticed that it dropped in price quite a bit to only $100 so obviously Fitbit is aware of the situation and doesn’t give a **ahem**. That’s why they continue to sell it to get whatever money they can from all the devices they have remaining before they will probably discontinue it waiting to see that happen in the near future. Signed one pist off fitbit community member. RAIME 

[CinHen13]

I tried all of the suggestions, but my Charge 5 still gets "stuck" while walking. It can be logging steps just fine and then it stops. I have to tap it several times or shake my arm to get it going again. Sometimes that works and sometimes not. It especially seems to stop on 249, so I have to walk about 20 to 50 steps more to hit the 250 every hour and those extra steps are not counted. 

[FlavioE]

Good Morning @LiliyaFitbit Liliya, 

I followed everything you recommended to @Nlem15 BUT the problem persists. Let me give you some situations in which my Charge5 is reporting extra steps by mistake... 

1. Just laying on bed: 40 steps by 7.00 in the morning before getting out of bed
2. Typing on my computer: 400 steps

So, It looks like a serious issue within the steps calculation algorithm OR the accelerometers of some Charge5 work badly

Please, let us know if the team is working on it. 

Kind regards and thank you in advance.

-----------------------

All my expectations about this brand from Google were demolished after observing that my Fitbit Charge 5 (high-end brand band) is not even capable of measuring steps correctly. If you move your wrist up and down without moving, start counting; if you are moving your arm while typing on the computer keyboard, it counts as steps; if you move in bed when you get up, count as steps. I have compared with other bands that are worth 5 times less and counting the steps personally and FitBit 5 measures more than double the actual steps. I am frankly disappointed.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @FlavioE. 

I appreciate all your feedback, the picture you've shared and the information about this issue with your Charge 5. I'm sorry to see the steps recorded are not accurate.  

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, I recommend that you continue the communication with them and I'm sure they will let you know how to proceed.  

[calezus]

After 2 years, Charge 5 failing to update IOS Fitbit app correctly.  One day updates are synced, next day 11 steps out of 14579.  Then three days later it syncs.   Also, i wake up in the morning with about 50 steps from that night. Didn’t know i was sleep walking! Thanks for alerting me to my u til now unknown habit.  Followed all the online help instructions, everything updates, stop started both, reinstalled app.  Got bubka! Still an issue.  Moving on to something else.  Adios Fibit! 

[HydeParkBooks]

This happened with me before except it was with the Charge 4 not the Charge 5. But I had walked my dog at least 6 blocks almost a mile yet I did not get 250 steps really  ?

[Stevefmaus]

Hi Davide

Unfortunately, that response is really not helpful to the Community. To have some form of feedback assists others with a similar problem but who my not yet be in contact with Support.

For instance, my Charge 5 suddenly stopped measuring steps accurately yesterday, and I only found out this morning (Monday) that the silent alarm (vibration) no longer works, either. The Sleep monitoring seems to have stopped working, and the GPS is no longer measuring. However, the HR count is still there, as is the oxygen saturation levels. The Exercise (day count) recording states that I am "0 from 5" despite the fact that I did an 8.5KM circuit this morning. Then nothing is translating to my iPhone Fitbit app.

To have your response to others clearly spelled out (I, too, went through the steps suggested previously and they didn't work) would assist us to take further action (which is definitely necessary).