My step count is not correct on Charge 5

[techprof]

I had a Fitbit replaced under warranty because the flights of stairs count stopped working and Fitbit replaced it with a Charge 5 without that feature, Disappointing. But what is more disappointing is that the replacement Fitbit repeatedly loses steps. I have seen this discussed in forms for many different Fitbit products. Suggestions to stop using two Fitbit products or stop manually logging don’t apply to me. I see they don’t apply to some other people either. Is there a solution for this? Fitbit seems to quickly close these threads without resolution.

Tonight I was trying to confirm that the new Fitbit doesn’t celebrate when you meet your step goal. I noticed I was two steps under and took two steps to watch it change on my wrist and in the app. Both the Fitbit and the app jumped down 400 steps. 

Moderator edit: edited title to clarity

[CrisVillaFitbit]

Hello, @techprof Welcome back to the community.

Thanks for explaining the situation with the steps in your replaced Charge 5. I understand how frustrating this could be, I recommend you to try restarting the device and make sure to check this article, just to double check you are wearing in the correct way your Charge 5.

Thanks for your efforts, let me know how it goes.

[Yaffle1]

I have had the same problem this evening. Earlier this evening my fitbit had registered over 11,500 steps. I synced it with my iphone (which I haven'y done for a while and suddenly both my phone and my fitbit now say I've only done 3400 steps! Again, I'm not using 2 products or manually logging anything or using other trackers like Strava.

[techprof]

I’ll be happy to restart again but it hasn’t helped in the past. My steps are being recorded before they are being retracted which seems to confirm I am wearing the Fitbit correctly. I do seem to be wearing it consistently with your instructions. The Fitbit is able to detect what it should. From all the posts about this in multiple product forums, it seems to be a software bug.

[techprof]

The moderator has changed the subject line to one that is misleading. Steps are being recorded correctly on my Charge 5. An apparent software bug is changing the step count retroactively.

[techprof]

Restarting hasn’t resolved the issue.

[techprof]

[Moderator, would you please delete this post? It had originally asked that you unselect the moderator post as best answer as it did not address the problem, but I was able to do that myself. I can only edit, not delete, this post. Thanks.]