Charge 5 reset my step count after charging it

[bullygrrrrl]

When the battery is getting low of course I recharge it. But the fitbit symbol appears on the screen and my steps go back to zero  

Moderator Edit: Clarified subject

[gdio53]

@bullygrrrrl 

Does it show zero steps on the tracker or in the app?

If it's on the tracker, it should get updated when you sync with your phone.

How low does the battery get?

[MarreFitbit · Accepted solution]

Hi there, @bullygrrrrl. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the inconvenience with your Charge 5. We'll be glad to help you with this. 

In addition to what @gdio53 has asked you, would you mind confirming whether your Charge 5 is still paired to your Fitbit account and syncing properly? To do so, tap the Today tab, and then tap Devices.

If you find out that your Charge 5 is no longer paired, that would explain why your steps keep resetting and it goes to the  Fitbit logo screen only. 

If the above describes your issue, I'd recommend trying the following steps in the order listed:

• Unpair your Fitbit device from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again.