Charge 5 stopped calculating zone minutes and not updating challenges

[Anna1710]

Yesterday I noticed that even though my steps were updating it wouldn’t update the weekend challenge. This morning the zone minutes have stopped working and even though it is recording my steps again not updating the 2 work week challenges. 
I have updated app, downloaded latest iphone update, reset fit bit - what else can I do? Never had any issues with the Charge 3 - only replaced it as an update to get the colour screen. 

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Community forums, @Anna1710. 

Thank you for sharing that you've been experiencing this inconvenience with your challenges. 

Before considering other options, could you please provide a few extra details? Let me know if your steps are shown in the Fitbit app after you sync your device, but you still see zero steps in your work week challenge. 

In the meantime, and regarding the active zone minutes as well, please try the following steps: 

• Log out from the app.
• Clear Cache and Cookies for the Fitbit app on your phone's settings.
• Restart your phone. 
• Log back in to check if you're able to see your information properly.

I'll be around. 

[Anna1710]

Thanks, actually my sister helped me resolve the problem - I added Mobile Tracker as I had my phone when I did my walk so once that synced it updated my challenge  back to the walk that morning - it deleted all the steps done after that but the next day things were back to normal.

All the steps done are recorded on my device but they show less on the challenges some days 🤷‍:female_sign:

[DavideFitbit]

@Anna1710 Thank you for your response and for confirming that you were able to resolve the problem.

If you continue to experience any problem with your Challenge showing less steps recorded, here are some extra recommendations or reasons why this may happen:

1. You manually logged an activity. Steps from manually logged activities do not count toward challenges; only steps recorded by your tracker or MobileTrack are counted toward challenges. 
2. You used MobileRun to track GPS data with your app. Only steps recorded by a tracker or MobileTrack are counted toward challenges. 
3. All challenge participants are not in the same time zone. 
4. I also recommend waiting 15 minutes after syncing your Fitbit data to see if your challenge updates.

I'll be around. 

[big24fanz]

@DavideFitbit I am having the issue of my steps not tracking correctly in my challenges. 

• Workweek Hustle
• The challenge was started by someone that is two hours behind me. 
• When I accepted it told me steps would start counting for me at 2:00am CST
• All my steps have been after 2:00am CST (actually after 4:00am CST), therefore ALL of my steps should be logging in my challenge.
• I have tried the above directions and its not working. It’s close to 400 steps off and it’s the morning of the first day of the challenge 

Help! 

Thank you!

[DavideFitbit]

@big24fanz Thank you for sharing that you've been experiencing the same inconvenience with your challenges and that you already tried the steps suggested. 

In this case, since you already restarting the app or the recommendations mentioned earlier to improve accuracy of steps on your challenges and you continue to experience the same problem with the accuracy, 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. Click here to get connected. 

See you around.