Data lost after restarting my Charge 5

[BettyW]

When I woke this morning (wore Charge 5 overnight) it displayed today’s date but had not reset yesterday’s data- it was adding on to yesterday’s steps etc. and wasn’t syncing. I tried the on-Fitbit reset, force quit app, BT off/on. After doing the charge cable button 3x click it showed its charge was only 3% (had 83% last night) but it had connected to my phone as I got a “low charge” email.

Currently the charge is going up - 43% now, app says it’s synching. However, none of my data since early yesterday morning has been synced.

 I took it off charging briefly to put on my wrist and do a short walk. It showed 17 steps and those synced to the app. My data from the past 24 hrs had not appeared. Is it lost? What’s the problem?

Betty

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @BettyW. Thanks for stopping by in the Fitbit Community Forums and sharing the details about the issue with your Charge 5. 

Please note that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. With that said, know that it's an expected behavior as you should've logged in to sync your Fitbit device before the reset you did. 

Nevertheless, if you remember the exact amount of steps or the name of the activity you performed, you can try manually logging the activity. For more information, see How do I manually log exercises in the Fitbit app?

Regarding the main issue which is that your steps did not reset at midnight, we are not sure what might have caused this, but we would expect this to be one glitch and I would ask you to keep an eye on your Fitbit device, and in the case this happens again, please let me know and I will be glad to further investigate.

[RiekoC]

Hello @BettyW 

From what I've read, the Charge 5 is supposed to maintain data for 7 days. So, there's a good chance that your data is not lost as long as you didn't do Clear User Data (factory reset). 

Since your device was at low battery, that could be the reason why it didn't sync with the app. Hopefully, once it's charged you will be able to sync and recover your data. 

BTW, I recall another user's post where they were missing data due to problems syncing between their Fitbit and phone. Once they got their Fitbit and phone back to syncing, their "missing" data appeared in the app. I'm hoping you will have a similar positive experience.