Step count decreasing next day or a few hours after recorded Charge 5

[MelanieRoseT]

When I have done 35k steps it suddenly jumps back to a lower amount , ie 10k

less . Not immediately but after a few hours or next day

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @MelanieRoseT. 

Thank you for the information provided about this inconvenience with your Charge 5. 

Let me know if the steps are disappearing on the Fitbit app or from the Fitbit device itself. In the meantime, please try restarting your device following these steps: 

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.

In addition to the restart, please try the following steps for the Fitbit app: 

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings. 
• Restart your phone. 
• Log back in to check if you're able to see your steps. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

Hope this helps, I'll be around. 

[MelanieRoseT]

Hi David

Thanks for your advice which I will certainly try and contact you if still not working afterwards. 
The steps were disappearing on my phone on Fitbit app not my watch . 
kind regards 

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Hi David
All was well since we spoke but alas it’s happening again ! Yesterdays steps dropped from 37k to 11k and todays from 35k to 24k
I did all you advised but to no avail unfortunately.

[DavideFitbit]

@MelanieRoseT Thank you for your reply and for confirming the problem is happening on the device itself. I'm sorry to see that you continue to experience the same problem with the Charge 5 losing the steps recorded

In this case, since you already tried the restart procedure with the charging cable, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected.

I'll be around. 

[MelanieRoseT]

Thanks David I’ll be in touch with them

Sent from my iPhone