Charge 5 stopped counting steps early this evening and wouldn't update

[dragonden]

Hello

  I've had my Charge 5 for a few months and it's been working fine I think, but this evening I noticed that it was out of sync with the app and stuck on the same number of steps on the App all evening. 

   I refreshed the app and my fitbit page on my notebook and the step count stayed the same even though the fitbit count by this time (1120 pm) approximately 1693 steps higher than what the app and the Fitbit webpage were saying. 

   I had charged my Fitbit earlier in the day but I decided to plug it in again to see if that would sync it. I noticed immediately that the battery had gone down quite a bit and when I pushed the button on the wire the Fitbit suddenly said the time was 5:43 pm (not 11:20 pm or so) and the step count dropped by approx 1693 steps on the Fitbit!   So I lost data!    Now the Fitbit page and app only show data to about 543 pm.   I lost all my steps and data!    

  I tried the reset with the three pulse pushes on the button and that didn't restore data. 

   Anything else I can do?

[DavideFitbit]

Hi, welcome back to the Community forums, @dragonden. 

I appreciate all the information that you've shared about the difficulty you're experiencing with your Charge 5.

As you mentioned earlier, if you're having this inconvenience with the device losing data, it's recommended to complete the three pulse restart method:

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

Let me know if you continue to experience this problem with your data being lost. In the meantime, you can try setting up your Charge 5 as a new device in your account and you can also log you activity manually if you remember the details, like duration and calories burned. 

From the rest of the information you provided, it seems this is indeed related to a syncing problem. Keep in mind that you need to sync through the Fitbit app and not through the Bluetooth settings on your phone. In addition to the restart, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. 

Hope this helps, I'll be around.