Step Count Anomaly

[Bexamina]

Today I had the weirdest experience. 

On the app my step count was one figure & on my watch is was a much  lower figure. It was about 200 steps out. When I checked it getting ready for bed, just now,  I watched the numbers on the app reduce from the higher number to the lower one that matched the watches figure. 

Does anyone know why this would happen? I made sure the watch & app were synced. 

[JuanFitbit · Accepted solution]

@Bexamina , A warm welcome to the Community! Thank you for your message and information. 

It seems that you might have MobileTrack on.
MobileTrack uses the phone's sensors to count steps. This is for when you have left your Fitbit at home (e.g. while charging). Please make sure MobileTrack is not activated.
It may happen that the steps recorded with the cell phone overwrite those from your Charge 6 

In the Fitbit app, tap the devices icon (top left corner). There you will see the devices linked to your account. If you see the Mobile Device  Active(Smartphone)  option, tap it and remove it from the account.

[Bexamina]

Thank you. I will go look. I didn't even know that was a thing. 

[MbethIllinois]

I don’t understand. It shows the Fitbit and the phone as devices. Do I delete the phone? Will it not show the steps on the app then?

[JuanFitbit]

@Bexamina Thank you for your reply!  I'll be expecting your results. 

@MbethIllinois , Nice to see you around. No worries, we are here to try to solve your doubts. 

Indeed, as you described it, you see the Fitbit device, and the smartphone option. 
Tap on the Smartphone and remove it from the account. 

This will only turn MobileTrack off, so that your phone does not track the steps parallel to the ones tracked by your Fitbit.  
You can still use the Fitbit app to sync your Fitbit and to see your stats and info . 

[MbethIllinois]

It worked Thanks

[Bexamina]

Now that I know what it is, I'm not so bothered by it. I just thought I was going mad. 

I have noticed though, despite notification being on, I don't get a little funfair anymore when I meet my step milestones. 

[JuanFitbit]

@MbethIllinois @Bexamina , Thank you for  your replies and confirmations. I'm glad that the information was helpful. 

@Bexamina , regarding the celebration. I suggest you to open a new thread, asking your question, so that this thread remains on the topic of the step count and other users don't get confused when visiting this one.

[Tripper2]

I'm having same issue with new sense 2;  disconnected mobile tracking but app shows 10099 steps today and watch shows 9672. App goes to 9672 if i close app and reopen.but back to 10099 after a few seconds.

[JuanFitbit]

@Tripper2 , A warm welcome to the Community! Thank you for your message. 

Do you see the same amount of steps for other previous days, or just for today?
If you only see them for today or just one day, please try the following:

On your phone go to the settings> Apps >Fitbit App and clear cache. 
Restart the phone (off/on) 
Open the Fitbit App again and sync your Charge 5

[Tripper2]

Tried that no help. App shows same step count after sync, then changes to about500 steps more. Calories and miles sync correctly

[Imagro]

I've only had my sense 2 for a couple of dans and experienced the same! Was not amused but don't know why this happend. 

[JuanFitbit]

@Imagro @Tripper2 , Thank you for your messages and information. 

It seems that your situation is totally different from the one the previous users have. 

It seems that you have been affected by an issue in the app. If you see consecutive days with the same data, please be aware that our team is aware of it and  is working on a solution for it. 
I'd recommend you both to follow this thread, where all the updates will be published . Same data for consecutive days

[Tripper2]

Today its working fine; phone is syncing correctly to my watch. 4301 steps.  (sense 2, not charge 6)

I've had the app open for 5 minutes and its staying at 4301, ot jumping ahead like last few days.

thanks for the prompt feedback.  

[JuanFitbit]

@Tripper2 , Thank you for keeping us updated. I'm glad that the issue got solved for you. 

Keep us posted if you still need assistance.