Charge 5 won't record new steps or reset previous steps

[probedjg]

won't track my steps on Charge 5

Moderator edit: subject updated for clarity

[Galampe]

The date changed to today but it didn’t clear out yesterdays totals and it’s just adding to it. Nothing is being added to today on phone. 

[SunsetRunner]

I'm having the same problem. Bummer! I restart it twice, deleted and download the app too, and nothing. It has the steps I did in the morning before changing my Fitbit Versa 2 to this new Fitbit Charge 5

[Lrdobkin]

Having same problem with Charge 5. Steps not recording correctly and today steps hadn't zeroed out from yesterday. 

[SunsetRunner]

Me too. Started a couple of days ago, not very impressed, it's only a week old.

[DavideFitbit]

Hi welcome to the Fitbit Community forums, @Galampe. 

Thank you for all the information provided about this problem with your Charge 5. 

I've had this problem before with a different device a long time ago, but it should be resolved by restarting the device. If you haven't done so already, please try a three pulse restart and check if you continue to have the same problem afterwards:  

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.

I'll be around. 

[SunsetRunner]

I don't know what I did from all suggested on other forums but finally, mine is working.

[robinmc]

I'm having this issue too and am BUMMED. I was on a 300-day streak of meeting my step goal. I walked over 13K on Tuesday and that's what my tracker said. Yesterday, during extreme icy cold weather in Texas, I did laps inside my house to ensure I met my step goal. It's then I noticed my step streak banner was gone and when I looked at Tuesday's steps, only 7.3K showed in my dashboard! So, today I start a new streak but want to ensure this does not happen again. It seems like it might be some sort of glitch since others are experiencing this too. So frustrating! Thanks for allowing me to vent.

[DavideFitbit]

Hi, welcome to all the new users in the Fitbit Community forums, @probedjg @SunsetRunner @Lrdobkin @SunsetRunner @robinmc. 

I appreciate all the information that you've provided so far about this problem with the Charge 5. It seems that some user have mentioned the device is not tracking steps or that the steps from the day before have not been cleared. 

If you haven't done so already, please try a three pulse restart and check if you continue to have the same problem afterwards:  

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.

In addition, please try setting up your Charge 5 as a new device in the account if you're still having trouble. 

@SunsetRunner Let me know if there were any steps in particular that were helpful to resolve the issue. Thank you for sharing this update. 

I'll be around. 

[robinmc]

I will try that but is there any way to recover my missing steps from Tuesday so my streak continues? Thank you. 

[DavideFitbit]

@robinmc Thank you for your response. Currently there isn't an option to recover deleted or lost data. However, you can manually log an exercise in the Fitbit app to have a record of your steps and  get credit for your efforts. For instructions on how to log an exercise, check this help article.

Keep in mind that for the moment, there is no option to edit or modify the step streak. 

See you around. 

[robinmc]

So disappointing. I had around a 300-step streak going. Now I have to start all over and hope this doesn't happen again. Oddly, this happened the same day my iPhone installed the latest upgrade. Thanks though.

[SunsetRunner]

I think the step that finally did the magic was turning off and on the Bluetooth on my phone.

[Lcryan]

Charge 5 stopped showing previous days steps but does show all other info like sleep, zone minutes,etc. Current day’s steps are showing. This just started. 

[DavideFitbit]

Hi, thank you for  your replies and welcome to the new users in the Community. 

@robinmc Thank you for sharing your feedback about this. I'm sorry to see that your streak has been interrupted due to this inconvenience. 

@Lcryan It's good to know that you're device is currently showing your steps. In case you experiencing this problem again, please make sure that you've tried the steps listed here previously. In addition, please try restarting the Bluetooth on your phone (On/Off). 

@SunsetRunner That's great news, let me know if you were indeed able to resolve it or if you continue to experience the same problem. 

I'll be around. 

[Dennis626]

At last someone explains where the button is. On the USB connector, not on the charging device as the manual says!! Having found settings, another items where it does not come up where the manual says it should be, I turned off and on to try to resolve the RHR problem, see another thread, and now I have no record of my steps after taking a walk!! An ongoing hightmare of a device that in 2021 worked just fine. ,

[DavideFitbit]

@Dennis626 Thank you for confirming that you've been having the same inconvenience with your Charge 5 and for confirming that you already tried a few troubleshooting steps. I'm sorry to see that you're still having this problem. 

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. 

Thanks again for sharing all this information and feedback about the options described in the Product Manual. The team continues to work to improve the quality of products and services. 

[ponch8a]

I followed the steps above and am still at the same number of steps as before.  I also noticed I went from 90%+ charge and now am at @45%

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I got mine to start working again after resetting and charging it

[DavideFitbit]

@ponch8a It's good to know that your device started working again for resetting and charging it. Thanks for sharing this update! 

See you around in the Community.