My experience with Customer Support

[Mary-AnnB]

Always been delighted with Fitbit and service but this time a disaster. My charge 5 keeps counting steps backwards on some days and when it does this it also sets all the previous days to the same number of steps/km but only for every 5 days interspersed with one day of accurate data. Email support has suddenly disappeared; no resolution till end of the month potentially, no refund for a service I’m not getting, no information. So disappointed as I’ve previously been a big fan. So hoping someone will help resolve this and call. I have never posted on a site like this but have been pushed to it to try and get some answers 

Moderator Edit: Clarified subject

[RiekoC · Accepted solution]

Hello @Mary-AnnB 

There is currently an issue on the Fitbit side that is affecting step tracking and syncing data between Fitbit devices and the app. The team is aware of the issue and is working on a fix. Unfortunately, I haven't seen a timeline for the fix.

For now, there isn't any troubleshooting to do on our side. Hopefully, it won't take much longer for the problem to be fixed. The resolution can't come soon enough for all of us.

[Mary-AnnB]

Thanks for that

[Palexr]

Is this still happening do you know? My Pixel Watch 1 is not syncing all the data across. Exercise Days is not updating and I'm getting a "couldn't sync with your watch" error. Although it appears some data updating.

Where can we keep track of an issue log?

[RiekoC]

Hello @Palexr 

I saw that you also posted in the Android platform. That's the best place to post issues for the Pixel Watch.

[Palexr]

Yes, sorry for cross posting. I landed here initially through Googling for the issue, then realised which sub I was in.

Cross platform issue as far as I can tell though. Looks like an issue on their server side. They can't back to me to say they were aware of the issue and that a fix would come in the next few weeks...

[RiekoC]

No problem @Palexr . We'll be responding to your questions there.

This issue is a major one, affecting many users who use different Fitbit devices. It's very frustrating for all of us.