Fitbit data for today disappeared

[Fiona-L]

I’ve just synced  my Charge 5 to my iPhone 11 (as I do most evenings) and after briefly showing my data for the day both the app and my Fitbit now show all today’s data as being zero (except for calories burned). Can anyone advise how to fix this?

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Fiona-L. 

Thank you for sharing all this information regarding the issue you experienced with your data. 

Just to confirm, you were able to see all your data on the Fitbit app after you synced your device and you're no longer able to see anything recorded for this day period? In this it's a problem related to the app, please try the following troubleshooting steps: 

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to sync your device again and check if you're able to see your data. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

I'll be around. 

[FLCRICKET]

@DavideFitbit This is the second time this has happened to me! The first time it happened to me was just over two weeks ago with my Charge4! But then my Charge4 totally died the next day so I thought maybe it was due to my Charge4. Then it happened to me again today with my brand new Charge5! I use an iPhone XR. I have the lastest iOS software on it so I’m not sure if it’s an incompatibility issue or if it’s a FitBit BUG. Luckily I also use the Pacer App and it keeps track of my steps and has the correct number from the input from the FitBiit, lol! It has the same number as the FitBit mainframe. What I don’t understand is why my FitBit device doesn’t update correctly once I restart it?! 

By the way, This process doesnt work on the iPhone, no such steps. You have to go to Settings then to Safari and Website and Clear Cache.

However, this did NOT solve the issue. Despite having restarted the Charge5, uninstalling and Reinstalling the FitBit App, and restarting the iPhone XR, none of these steps have resolved this issue. My steps are still the same measly inifintismal small number that I began with after midnight last night when I went to sleep. Every time the FitBit syncs with the Charge5 it deducts the steps that I do today from the total and reverts it back to that number! Luckily I also use the Pacer App and know the correct number of steps, however my employer and Humana credit me based upon the FitBit data only!!!

[FLCRICKET]

@DavideFitbit When you log in it doesn’t give you the option to setup as a new device! It just automatically loads everything as before.

I finally got to try doing this as a new device and it STILL didn’t resolve the issue! I still have my old number of steps but it no longer is deducting my steps. How do I get my steps back that you have on the mainframe at FitBit? If you are showing the correct number on the mainframe there should be a way to send that information back to our FitBit Apps or devices!

[FLCRICKET]

@DavideFitbit and @Fiona-L Hey, spoke with Technical Support again today after this happened to me again today! We did a factory reset of my device and still no resolution. As they FINALLY deduced it was a FitBit App issue and are escalating a resolution for me since this has been an issue for me for over two weeks. I also have the lack of Active Minutes being given. They explained that this issue is also being escalated for an update to be released soon for a general public update release.

 I will post the Steps Deduction Update after I receive it for those who have been affected by the same issue.

[DavideFitbit]

@FLCRICKET Thank you for sharing all these updates and for confirming that you already tried all the steps suggested earlier. 

I can see that some iOS have been reporting they're not able to see Daily Hourly Activity Chart (Steps, Distance, Calorie, Floors, etc). I'm sorry to see that you continue to have the same problem, but it's good to know that you've contacted the Customer Support team and that this information has been escalated for review. Thanks for sharing this information, I'm sure this will be useful for other users as well. 

See you around. 

[FLCRICKET]

@DavideFitbit David my FitBit just deleted my last Steps and last activity AGAIN! This is AFTER the latest update! I haven’t received any personal emails yet to fix this issue! 

I tried to send pictures of results on FitBit and REAL results as noted by Pacer App that recorded steps information received by FtBit each time it synced. However this isn’t letting me. Thank goodness Pacer didn’t deduct the steps! Unfortunately Humana and everyone else doesn’t accept Pacer they only accept FitBit! On days my numbers are decimated to near zero this is ridiculous! Please, please, please FIX this issue!

 

 

 

[FLCRICKET]

@DavideFitbit Tell the iOS users to go to their main screen, tap the + sign under their steps counter and it will add Active Minutes, Miles and the other Feature back on! For some reason these have ALL been disabled on the iOS devices with the last several updates! Each time it updates these get disabled! 

[DavideFitbit]

@FLCRICKET Thanks for all your comments and feedback about this inconvenience to see your data on the Fitbit app. 

As you mentioned earlier, this is an ongoing issue that other iOS users have been experiencing for the past few weeks. Please know the our team is working on a fix which will be released soon via a new iOS Fitbit app version. Please keep in mind that these updates are released progressively, it starts with a small percentage and then it extends to the whole Community of users, but you should be receiving the update soon.  

In the meantime, you can find more information and updates about this specific issue here. 

[DJKlebe]

Today I started having the same problem as mentioned above.  I’ve tried all of the recommended steps and still cannot get any of my data back on my main app screen.  The only items I have are calories and water and there’s no way to add anything else. Are there any updates on getting this fixed?

[Julia_G]

Hi, @DJKlebe , I am pretty sure that your issue is unrelated to the ones of the other user posts above.  There is currently a widespread issue with the Fitbit servers.  The engineers are aware and investigating.  Please check back later for updates - watch out for a pink banner at the top of each page in the Community.

[AC7880]

Any udates on the fix?  Some features are back, some are not.

[DavideFitbit]

@DJKlebe @AC7880 There was an outage a few weeks ago that caused interruptions in some Fitbit services, but this should now be resolved.

Could you please confirm if the issue persists or if you're now able to see your data? 

[DJKlebe]

Hi David, everything is fine now. Thank you for the follow up.

Sent from my iPhone

[DavideFitbit]

@DJKlebe That's great news, thanks for the update! 

[AC7880]

All features now work. The data from that particular day is likely not there, but all has been workng since then.

[DavideFitbit]

@AC7880 Thanks for sharing this information.

It's good to know everything is working properly again!