Fitbit Charge 5 not counting steps

[Maxtree]

Hi all  I've had my Charge 5 for 4 months now, and recently it will stop counting steps the closer I get to 10,000, and freeze in the 9,900's. It is getting to be very frustrating considering I bought it in January this year. I have restarted the device many times, updated the app, turned my phone on, and off etc and it still freezes. Can anybody help me with this?
Thanks.

Moderator edit: format

[DavideFitbit]

Hi, welcome back to the Community forums, @Maxtree. 

I appreciate the information about the issue you're experiencing with the Charge 5 and the troubleshooting steps that you already tried.  

This seems a bit odd; if you haven't done so already, please make sure the restart procedure you mentioned earlier is the three pulse restart method described here. 

In this case, if you already tried the steps mentioned earlier and you continue to experience the same problem with the device freezing before you reach your step goal, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around. 

[Tbirdfit]

Yes!! Same happened to me. I only had 100 steps left to goal so walked around the house - did at least 500 steps before it actually got to my goal! Along with many other problems I’ve only been experiencing in the past few weeks. Have reset everything numerous times but keep getting problems.

[DavideFitbit]

@Tbirdfit Thank you for sharing that you've been experiencing the same inconvenience with your Charge 5. 

Keep in mind the algorithm is designed to look for intensity and motion patterns that are most indicative of people walking and running. When working at a desk, cooking, or performing other activities with arm movements, a device on your wrist may add some steps. When you’re doing activities that involve arm movement, such as working or cooking, you often walk a few steps in-between stationary periods as well, so the device tries to give you credit for those steps. 

Before considering other options, please make sure that you've tried the restart procedure as described in this article, then check if you continue to experience the same behavior. In the meantime, you can find more useful information about the accuracy of Fitbit devices and how to adjust your stride length and dominant hand settings here. 

I'll be around.