Lost steps Charge 5

[rachel258]

Today my Fitbit was tracking my steps on a  like three hour walk I took. My steps were well over 10,000 as I got the notification during the middle of my walk. I just got home and went to sync it with my phone and it deleted all my steps. It said I had maybe 2,000. I had a lot of zone minutes too but the data is all lost. It even changed on the Fitbit itself as well as the app. I manually added a log to the best of my memory but I am extremely disappointed.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Community forums, @rachel258. 

Thank you for sharing all the information about the issue you experienced with your Charge 5. I'm sorry to see that your steps are missing. 

Unfortunately there is no option to recover lost data, but you can manually log an activity, as  you mentioned earlier. If you haven't done so already, please make sure to try the steps listed here below as well, as they have been useful for other users with similar problems: 

1. Restart your device following these steps. 
2. Please sync your device in the Fitbit app. 
3. If you  can't sync:
   • Remove the device in the Fitbit app.
   • Uninstall and reinstall the Fitbit app.
   • Set up the device again.

Thank you for all the information provided about this. The team continues to work to improve the Fitbit experience and your feedback is a big part of that process. Let me know if you experience this issue again. 

Hope this helps, I'll be around. 

[wvmedicsam]

I've just had the same thing happen to my charge 5. I followed all of the steps but the charge 5 itself is showing only 100 steps versus the 6 miles I've actually walked today. It was showing correctly but when i went to sync everything seems to have zeroed out. What happened? 

[DavideFitbit]

@wvmedicsam Thanks for confirming that you've been having the same inconvenience with your Charge 5. 

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

Have a good day.