Distance on Charge 5 very different then on app

[NielsGel]

The last few days I am having some trouble with the distance on the Charge 5 and the Fitbit App.

On the Charge 5 it says for example 1 kilometer, but on the app it says 9 kilometers (which is the correct one.)

The distance on the Charge 5 is always way off and too low, like it stops counting distance at a certain time everyday.

Is anybody having the same issue or does anyone know a solution?

Thanks.

[jril555]

Yes I am having the same issue also. My apps are showing a higher number of steps than my Fitbit

[RiekoC]

Hello @NielsGel & @jril555 

There's currently an issue on the Fitbit side that affects step tracking and exercise data syncing. The team is aware of the issues and is working on the fix. Unfortunately, I haven't seen a timeline for the fix.

For now, I don't think there's any troubleshooting that we can do on our side. Hopefully, it won't take too much longer for the fix. It can't come quick enough for all of us.

[NielsGel]

OK, thank you RiekoC.

[JuanFitbit]

@RiekoC Thank you for  your help. 

@NielsGel @jril555 , A warm welcome to the Community! Thank you for your messages. 
Indeed there is a problem at this moment, that has affected the distance on the Fitbit app. But the symptoms you both are describing makes me think of a simpler explanation for your cases. 

It seems that you might have MobileTrack on.
MobileTrack uses the phone's sensors to count steps. This is for when you have left your Fitbit at home (e.g. while charging). Please make sure MobileTrack is not activated.
It may happen that the steps recorded with the cell phone overwrite those from your Charge 5.

In the Fitbit app, tap the devices icon (top left corner). There you will see the devices linked to your account. If you see the Mobile Device  Active(Smartphone)  option, tap it and remove it from the account.

[tbouhou]

I am also having a problem with my app steps being slightly higher than my charge5 device steps at the end of each day.

i tried following your instruction for making sure MobileTrack is not turned on. However when I tap on the devices icon I do not see any reference to “MobileTrack”. All I see is the Charge 5 icon: device image, synced 14min ago, current battery% (same as on device).

Below that is the Phone icon: showing synced just now.

I don’t know whether MobileTrack is on or off. Is this part of the current system issue on the Fitbit side as mentioned above, or is there a setting I need to find and change? I don’t want to disconnect the phone from the app, do I?

[RiekoC]

Hello @tbouhou 

Having your phone as a Connected device is Mobile Track. If you are seeing "phone" below your Charge 5, you have turned on Mobile Track.

You can disconnect the phone by tapping on it and disconnecting it. This won't change how the Fitbit app works on your phone. But you should no longer see extra steps in the Fitbit app, just the steps that were tracked by your Charge 5.

[JuanFitbit]

@tbouhou , A warm welcome to the Fitbit Community! Thank you for your efforts. 

You are on the right way!  The Phone option that you are looking at, is the one showing MobileTrack. 
If you see  this on the listed devices, it means MobileTrack is on. 

Tap on it and remove it from the account. 

[tbouhou]

Thanks for the prompt reply. When I tap ‘phone’ and ‘disconnect device’ on
my app, I receive a message stating that if I disconnect, the Fitbit app
will no longer receive new data from my device.

In that case how will my device and my app remain in sync?

[RiekoC]

Hello @tbouhou 

What this means it that the Fitbit app won't be getting steps or exercise data that is tracked by your phone. Your Charge 5 will still sync just fine with the Fitbit app.

This help page (<-- click link) explains how you can use your phone to track steps & exercise when you're not wearing your Charge 5.

[tbouhou]

Thank you.

[tbouhou]

Super, thanks very much!

[jril555]

Is there a video on this

[RiekoC]

Hello @jril555 

I wasn't able to find a video that shows how to set up and disable Mobile Track on the updated Fitbit app.

Are you getting stuck in the process?

[NielsGel]

Thank you JuanFitbitb but I've uncoupled my phone and the problem still remains. Today I had 10.87 kilometers on app,but the watch says 5.06 kilometers.