Charge 5 not syncing zone minutes

[Kez001]

Hi 🙂 just had trouble syncing Fitbit data to my app but when it finally worked the data isn’t showing properly, just the basics on the Today screen, and hasn’t added my 74 zone minutes at all. Would anyone have any advice on how to fix the issue?

thanks 🙂

[Becky1983]

I had the exact same problem yesterday. I did 2 exercise classes which equated to 190 active zone minutes on my Fitbit Charge 5 but these didn't show up on my app on my iphone when I did a sync. It also didn't show up the fact that I had exceed the 250+ steps per hour

[Wibby]

Hello @Kez001 @Becky1983 

Do you have a tile in the App on your phone for Zone Minutes? Is it just showing as zero? @Becky1983 Do you have the 250 steps per hour tile showing in your App?

Is your exercise showing up in the App?

If you're missing those tiles, you can add them back by tapping on Edit on the Today screen in the App, then scrolling down to find them.  Press Add and then Done, and hopefully they should work.

If you already have the tiles but things aren't registering, check that the Fitbit App is the most up to date version, on iPhones it's 3.54.  Also check the Firmware is the latest for your Charge 5, it should be 20001.149.11.

You could also try restarting your device by scrolling down from the Clock Face screen to Settings, tap, then scroll up until you get to Restart Device.

I hope some of that helps you a bit.

[Becky1983]

I have both tiles within the app. For yesterday 'zone minutes' it is saying 3 mins on the app when the device definitely said 190 mins. both the firmware for phone and device are as you say above. It is frustrating because I rely on my fitbit to collect vitality points and I have now lost a day 

[Wibby]

Oh dear @Becky1983 

I'm sorry to hear that.  Have you tried restarting it?  You can also try doing that by connecting it to the charger and pressing the button at the USB end 3 times until the Fitbit logo comes up.

Have you checked the Dashboard on Fitbit.com to see if your zone minutes are showing up there?

If none of those things work you should contact Support.  You can do that by tapping Help at the bottom of the page, then Get Support, then Live Chat.

Good luck!

[Kez001]

Same with the 250 steps! I’d not noticed that but despite doing over 10,000 it says I’ve not moved in the 250 steps tile 😂 so frustrating 😔 

[Kez001]

Thanks for the reply @Wibby 😊

I have a tile for Zone minutes on my phone but it’s only showing 1 for that day which added after I’d restarted the app & my Fitbit (I attached photos of my app and Fitbit  showing the discrepancies)

 

No exercise is showing for that day either 😐

have tried all the steps you suggested, today and when I had the issue on Tuesday, but it’s not rectified the problem. 

Thanks for the help 👍🏻

 

[Wibby]

Hello @Kez001 

I’m sorry it didn’t work for you.  I think it’s time to try Support.  Tap Help at the bottom of the page, then Get Support, then Live Chat (it seems to be a good way to contact them).

 I hope they can fix the problem for you!

[Refexions]

Funny. Mine just stopped working as well. It counted the first 3 and then shut down.  Its also getting very hard to wake up. My finger is getting sore from pounding on the screne

[enigmaes]

Same problem - did you get resolution?