Charge 5 stopped tracking my hourly activity

[ShannonMcM]

My Charge 5 stopped tracking my hourly activity after 8am. On the watch, it says 0 active hours, on the app it says 3 active hours. I know I have gone over the 250 steps at 11am but it isn't showing up. I restarted the watch, bluetooth and synced but no change.

Moderator edit: subject updated for clarity

[DavideFitbit]

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

Thanks for sharing that you've been having this issue with your Charge 5 and that you already tried some troubleshooting steps. 

Could you please confirm if you're still experiencing this behavior? In addition, please let me know if the restart procedure you mentioned is the three pulse restart using the charging cable? This is more effective than the restart option shown on the device's settings app. 

In addition, let me know if you've been having trouble to sync any other information and if this has been happening everyday. 

I'll be around. 

[Boop1313]

Today my new Charge 5 suddenly stopped tracking calories and zones minutes but still tracked steps and miles. Tennis  1 hr and 45 minutes, yardwork and a walk gave me 1200 calories and 5 zones minutes.

did the  same thing 2 days later almost 20,000 steps from 2 fast walks and tennis but gave me only 1 activity minute and 1400 calories! Such a disappointment compared to my old charge 2 and charge 3s

[casthedestroyer]

I’m having same issue. I have restarted the device using both methods but it still is reading differently on my iPhone 11 than on my Fitbit. The Fitbit shows correct but the iPhone app has me missing a couple of hours of stepping. Why is the reading on the iPhone 11 not reading the same as Fitbit charge 5? I deleted the app on my phone and reinstalled the app . Still didn’t work!! 

[DavideFitbit]

Welcome to the Fitbit Community forums, @Boop1313.  

Thank you for confirming that you've been experiencing the same inconvenience with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

@casthedestroyer Could you please provide a few more details about the activity you mentioned and the differences between the data on the device and the Fitbit app? In addition, let me know if you've been having other issues to sync your data to the Fitbit app. 

I'll be around. 

[Hiddenhaven]

Mine lost 6 hours yesterday, 45 minutes of power yoga and 3000 steps. I couldn’t get it to sync. Tried restarting then did the 3 click button routine and it would sync but 6 hours of data was lost and the app shows no heart rate for that time period. I know the unit was working up until I tried to sync since I used it to log my yoga class and it showed 37 minutes of activity but it all disappeared 

[casthedestroyer]

The hourly step counter on the app is not corresponding to what is being shown on the charge 5. Some of the hours are skipped in the app although the skipped hours show up on the Fitbit charge 5.

Sent from my iPhone

[Boop1313]

Today i played tennis for 1 hr and 45 minutes and I scored zero zone minutes

Support gave a poor response and wanted screen shots of the activity that was missing. That make no sense. Here is a screen shot from today, no zone minutes in the afternoon yet i played tennis for 1 hr and 40 minutes from 4-5:40 pm

 

[casthedestroyer]

 

[DavideFitbit]

@Hiddenhaven @casthedestroyer @Boop1313 Thank you for all your replies and for confirming that you already tried all the steps suggested earlier. 

In this case, since you already tried the restart procedure with the charging cable and you continue to experience the same problem with the device not tracking your information, I do recommend that you get in touch with the Customer Support team for further assistance with this or that you continue the communication with them if you already have case created. 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. You ca click here to get connected.

Thanks again for taking the time to share all your feedback and comments.