Lost steps Charge 5

[BJB]

I was at 15k steps then got two notifications that I’d reached 10k. Total reset; new daily total only 11k+

Moderator edit: subject updated for clarity

[DavideFitbit]

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

Thank you for sharing this information about the problem you experienced with your Charge 5. 

Could you please confirm if this happened only once or if it's happening constantly? In the meantime, I recommend that you try restarting the device using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

Unfortunately, it would not be possible to recover lost steps, but in the meantime, you can add an activity manually to compensate for the missing steps during that period of time. 

I'll be around. 

[BJB]

Thanks for the quick response. It was totally random. First time I’ve ever had it happen (or at least noticed)!

[DavideFitbit]

@BJB No problem! Let me know if you continue to experience this problem after the troubleshooting steps suggested. 

See you around!