Lost several hours of data Charge 5

[EmanuelH]

I just finished a long walk up a mountain and on a whim I opened the app and tried to sync because it was not up to date. Instead of getting the data transferred to the app, both the app and the fitbit now says I’ve taken less than 3k steps. Basically, it has kept the data for the last two hours but before that it is messed up. Oddly, it’s not even zero before that just very very low. And I am completely certain it’s not that it didn’t log anything because I felt it and watched it as I passes 10k steps roughly hour and a half before I now see the first chunk of logged steps. All other data seems to have gone through the same treatment. 

…what the ****?

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @EmanuelH.  

Thank you for sharing that you've been experiencing this inconvenience with your Charge 5. 

Let me know if you experienced this problem only one time of if it's happening constantly with your Fitbit device. If you haven't done so already, please try restarting your Charge 5 using the charging cable, as described in this article. Then check if you continue to have the same problem. 

In case this is a problem related to the Fitbit app, please try the following:

• Log out from the app.
• Restart your phone. 
• Log back in and sync your device to check if you're able to see your activity. 
• 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. 

[KarenN88]

I have the same issue as well and my data shown in the device are 2-hour old and i lost all my activities prior to that. Will i be able to retrieve back these data? eg calories burn/ Distance covered?

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @KarenN88. 

Thanks for confirming that you've been having a similar issue with your data. 

Before considering other options, let me know if you're not able to see your daily activity (steps, calories, and distance), or if you're referring to the data related to a specific activity you recorded with your Charge 5, like running, bike, hike. 

Keep in mind there's and ongoing issue where iOS users are not seeing some of their measurements on the Fitbit app and this has been reported to the team so they can look into it. You can find more information here.  

I'll be around.