Daily step goal problem Charge 5

[dwilken18]

Had a 265 day streak of hitting my daily step goal. Reset to 0 without missing any days. Tried all the resets and nothing worked. Tried contacting support and they were useless, told me they were aware of the problem and were looking for a resolution. They closed my case while I was waiting to hear back from them.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @dwilken18. 

I appreciate all the information provided about the problem you're experiencing with your Charge 5 and for confirming that you already contacted the Customer Support team. 

It seems that you already tried all the basic troubleshooting steps available in the forums and those shared by the Support team. In this case, I do recommend that you continue the communication with them so they can provide you with more information about the issue you mentioned. If you're having trouble to get a response via e-mail, I recommend that you give us a call for a faster reply. Click here to get connected. 

Thank you for taking the time to share your comments about this. Our team is always working to enhance your experience and your feedback is a big part of that process.

See you around. 

[JohnWogan]

I got my Charge 5 in March 2022 for my birthday (ordered direct from Fitbit).  It has worked perfectly until today.  This morning, it had not reset the step counter to zero.  The step counter continued the count adding to yesterday's steps.  I thought maybe syncing would help, but now it will not sync.  I pressed fix it to fix the sync, but that didn't help.  Is there a setting that will cause my Charge 5 to reset its step counter every day?

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I reset my Charge 5 by deleting it from the Fitbit App and then starting over.  It connected and reset the step count to zero and it will now sync with the app.  Let's see if it will reset to zero at midnight tonight.  If so, back in business!  This is Saturday, May 7, 2022.

[dwilken18]

Never had any problems with syncing. I also reset everything. My problem is that I have a 291 day streak of hitting my step goal, but it’s only showing 31 days.

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No idea. Mine always reset to 0 at midnight. Just lost the daily step goal streak.

[DavideFitbit]

@JohnWogan Thank you for sharing this update and for confirming that you were able to reset the step count to zero after you deleted the Charge 5 from the app and added it to your account again. Let me know if you continue to experience the same problem. 

Thanks again for sharing your experience with this. I'm sure this will be useful for other users as well. 

I'll be around.