Every time charge 5 syncs with app all prior steps disappear and only new steps remain

[Tijamom]

I just upgraded from Inspire 2 to Charge 5.  I wear it on my hip while walking at my treadmill desk.  Every time the charge 5 syncs with the app all steps from previous sync disappear and only new steps remain... which go away the next time it syncs.  

How can this be fixed before I simply return the Charge 5 and go back to my trustworthy Inspire 2.

[ManuFitbit]

Hi @Tijamom. It's nice to see you around in the community.

Thanks for providing the details regarding Charge 5.

I don't know if you are still experiencing the situation with your device. 

The steps disappeared from the device itself or you're not able to see them on your Fitbit app? 

In the meantime, please try restarting your device using the charging cable and sync your device again. In case the problem is related to the Fitbit app, please follow the steps here below as well: 

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings 
• Restart your phone. 
• Log back in to check if you're able to see the tile. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem.