Charge 5 undercounts steps

[Suskier1]

My charge 5 undercounts steps by about 1/3 and the distance is easy off also. Took a 2.5 mile hike yesterday and my charge 5 said it was 2 miles. 

[SunsetRunner]

Hello @Suskier1 

I’m wondering if it’s your stride length that needs adjustment. Fitbit devices use the formula to calculate distance. Your stride length is determined by your height and sex. Steps x Stride Length = Distance Traveled. When you track an activity with GPS, your device calculates your distance using GPS data rather than steps. If you begin moving before you get a GPS signal, your device calculates distance using your steps until GPS connects. You can adjust your stride length to see if that resolves the discrepancy. Look here to see how you can change/adjust your stride length either through your Fitbit App or the Online Dashboard: https://help.fitbit.com/articles/en_US/Help_article/1141.htm#Can

If you feel that’s not the case then it wouldn’t hurt to restart your Charge 5. You won’t loose your data doing so. Look here to see how it’s properly done: https://help.fitbit.com/articles/en_US/Help_article/1186.htm

😃I hope this answers your question and helps out. Please keep me posted

[Suskier1]

Appreciate the response but I've already done that. It was also 4 tenths of a mile off after a 2.5 mile hike yesterday. This type of thing just bugs me. Lol

[SunsetRunner]

Hello again @Suskier1 

it would certainly bug me as well. Have you tried restarting your Fitbit as well? 
😉 At the end of the day I hope you still really enjoyed the hike. I enjoy them myself 

[Suskier1]

I always enjoy hiking in the woods. Doesn't get any better than that. And yes, I've restarted, reset, remembered, recounted and it still isn't even close for some reason. 

[SunsetRunner]

@Suskier1 

if you have tried restarting and adjusting your stride length and your Fitbit continues to be that far off I’d suggest calling Fitbit Customer Service: https://myhelp.fitbit.com/s/support?language=en_US I can’t image what could be causing it to be so far off. I do hope they get things sorted out for you. 

[Suskier1]

Thank you for your care and concern. I'll try and contact them. Stay active and healthy! 

[SunsetRunner]

You as well @Suskier1 😃 Happy Hiking!!

[blueroselady51]

This is a very interesting post as when had my Charge 5 it was giving me a faster and longer distance.  So weird that yours is the opposite.   Loved so much about the Charge 5 but returned it due to the inaccuracies of the distance/per mile time.

[Suskier1]

No kidding, really aggravating. Lot of good attributes but I'll probably
have to give it up if I can't fix this issue. I see on the forum most
people have your problem instead of my undercounting steps. And it was
almost 1/2 mile short on a 2.5 mile hike yesterday. Urghhh.

[SunsetRunner]

I honestly had no idea that others were experiencing the same issues in their Charge 5 😳….definitely contact Fitbit Customer Service

[Suskier1]

I will be contacting them. Thank you for the link. I'll let you know what happens. 

------------

Well after 3 bouts of customer service sadly I surrender. Nobody has any real idea what to do and just keep saying to try the same things.  My fitbit has been retired and I've deleted the app. Happy trails! 

[SunsetRunner]

Gosh I’m so sorry @Suskier1 🥺 I hate to hear that

[blueroselady51 · Accepted solution]

Hi Suskier1 -  can you share which fitness trackers you are considering?  My charge 4 is doing a few things that lead me to believe may have to replace soon.  Thanks.

[Suskier1]

I'm not sure what I'm going to get yet. I like a lot of the features the Fitbit had but it was so far off on steps and distance that I just don't see any reason to use it. If you see anything interesting let me know please. I guess I'll be looking at what Garmin has to offer.